Monthly Archives: May 2014

Lesson In Tenacity


Here’s what happens when you don’t give up… gotta love his ingenuity and tenacity! Would you try as hard to get what you wanted?  Sadly most people quit right before their breakthrough. If you truly want to reinvent your life or transform your business you must be as tenacious as this honey badger.  If your why is big enough you will find a way to achieve what you want. Your original idea might not work and that’s fine.  None of us bats anywhere close to 100.  We try things and they work, we try things and they flop, we try things and they don’t work as well as we hoped. We try things and then people react and it screws up our plan. We use our wise judgment and we make the right decisions with input from those who we can trust. But don’t just quit because it’s hard.  Be a honey badger and stick to your vision and your goals.   Be sure to comment below and to share this with your friends! If you’d like to know more about how to transform your business or reinvent your life, contact Carol or check out how to work with Carol What are some of the ways you keep going when others would have given up? Share your thoughts below in the comments … Carol Wain is a leadership consultant, trainer, mentor, speaker, best-selling author and Entrepreneur of the Year 2003.  She is the founder of  Marquee Incentives, Marquee Marketing, Marquee Experiences, Marquee Events and Carol Wain International, which provide consulting, training and related products and services […]

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S.U.P.E.R. S.T.A.R.S Prioritize Employee Experience


5 Reasons to Focus on Employee Experience (EX) Lower turnover Attract high-caliber employees Improve customer experience Increase productivity Increase profit EX Insights Gallup research also shows that active disengagement costs the U.S. an estimated $450 billion to $550 billion annually (State of The American Workplace) Only 30% of US Employees / 16% of Canadian employees are engaged; 52% of US employees / 70% of Canadian employees are not engaged and 18% of US employees / 14% of Canadian employees are actively disengaged (Gallup – State of the Global Workforce) Gallup sees employee engagement built on these basic elements – “What do I get from this role? (salary, job satisfaction etc) – perceived value of my contribution – answers to the question “Do I belong here? – Can I make improvements, learn, grow, innovate and apply new ideas?“ (State of The American Workplace) 75% of people quit their bosses not their jobs (Roger Herman) Above average companies – those with more highly engaged employees – experienced 147% higher earnings per share (EPS) compared with their competition.  (Gallup) 70% of Forbes Global 2000 companies will use gamification to boost retention, revenues and engagement in 2014 (Gartner) Employee Experience Process Understand your culture – does it support a great employee experience? Ensure your employees core values match the corporate core values Practice appreciation – informal recognition and formal recognition – Peer to peer and manager to employee Deliver honest, open communication Provide opportunities for training and advancement Create a career path Disallow toxic people in your company Pay attention to turnover, particularly with […]

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S.U.P.E.R. S.T.A.R.S. Focus on Customer Experience

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5 Reasons to Focus on Customer Experience  (CX) Increase Customer Lifetime Value (CLV) Decrease Customer Acquisition Cost (CAC) Support an increase in employee engagement Create brand advocates and greater loyalty Differentiate your company among competitors CX Insights In the age of the customer, executives don’t decide how customer-centric their companies are — customers do.  (Forrester Research Navigate the Future of Customer Service in 2014) By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report) In a poll of enterprise contact centers by Deloitte, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience. (Deloitte’s 2013 Global Contact Center Survey Report) In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year.  (Accenture Global Consumer Pulse Survey) Customer Experience Process Secret-shop in person, on the phone and online – you need to know what it’s like to be your customer Understand your culture – does it support a great customer experience? Obtain Board and C-suite commitment to improving customer experience Review your customer complaints / testimonials / online mentions – where are the gaps according to S.T.A.R.S.? Ask customers what are their needs using S.U.P.E.R. Allow customers to state their preferences for the communication they have with you Use a combination of high-tech and high-touch – high-tech to easily disseminate data collected about each customer and to create models for ideal […]

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