Transform Your Business Starting With Personal Alignment

balance

YOU have been a person a lot longer than you’ve been a business leader and as a result, you have beliefs (some of which could be self-limiting) and you have dreams, whether you’ve explored them or not.  The reason why we start business transformation with an internal focus is because your decisions as a business leader are a direct result of what you belief, what your core values are and the vision you have for your life. While it’s not necessary to do inner work to know what makes you tick to be a successful entrepreneur, it sure is a whole lot easier to make appropriate decisions when you have a sense of you. It is also a lot easier to see when you are falling into a trap set by your subconscious. Core Values When your core values are in alignment with the values of the business then the first hurdle has been crossed.  However, if your core values differ from the core values of the business, an internal conflict arises.  The same holds true with your employees — if the core values of the business are not in alignment with the core values of the employees there will be a disconnect, an imbalance and ultimately conflict.  Therefore, start your business transformation by listing your core values.  Click here to download a PDF with a list of Core Values, if you need help coming up with adjectives that describe them.  If you have a huge list, cut the list down to your top 10 values. Then to take those top […]

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Lesson In Tenacity

Honey_badger

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

TeamLeader

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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The Ever Fickle Customer and Why Customer Experience is Key

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This blog post was going to be about the nearly perfect customer experience I initially experienced when I rented a car from Enterprise a couple of weeks ago.  I got busy and didn’t get around to writing the post — which, in retrospect, was perfect. A back-story is in order:  My car — a Mazda 6 which I am reluctant to upgrade because we are preparing to go on a worldwide adventure for a few years —  was making funky noises on a road trip to Whistler in December.  Fortunately, my hubby knows his way around an engine and he thought to check the oil.   We were down to 1 litre, even though we’ve been getting the car maintenance done at the local Mazda dealership since we bought it — uggh. Ever since then, I’ve been reluctant to take the car on a big road trip, especially if I’m by myself, so I decided to rent a car for a meeting in Victoria, which is a 3 hour drive away. I was bowled over by my initial experience with the car rental.  I’d booked using CarRentals.com and I really wasn’t expecting much.  However, the day before I was to pick up the car I got a phone call from a representative from Enterprise thanking me for booking and asking if I needed a pick-up.  I hadn’t considered getting picked up but when the offer came I said “sure”.  Pick me up at 1pm. The pick-up was late — by about 45 min — which was not okay.  I know it’s a small operation but when […]

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Creating an Emotional Connection – P&G

red heart in form of the atom with revolving around electrons

Creating an Emotional Connection Increases the Opportunity for Customer Engagement When you create an emotional connection with your customers and/or prospects, your ability to increase your customer lifetime value (CLV) is higher because emotional connections are a necessary element for having a relationship — and relationships are needed for customer engagement. In the olden-days, when people shopped locally, it was easy to have a relationship and connect with your customers on an emotional level because you knew them and they knew you.  Local marketers who adopt this philosophy today certainly attract more “loyal customers” than those who don’t and they have the ability to win back certain customers who have chosen to shop big-box or online.  B2B marketers are also wise to make the emotional connection with their customers too — after all it is a person who is making the purchasing decision. However, what do you do when you are a multi-national consumer brands company?  How do you create an emotional connection to the company that provides toilet paper, diapers, toothpaste and the like?   I know I’m certainly not emotionally connected to my TP — unless of course there is one sheet left on the roll — and I cannot think of one consumer product in my home that gives me the warm-fuzzy of emotional connection. Which leads me to this video from Proctor and Gamble — which had me in tears this morning.   P&G understands that women are — most often — the decision makers when it comes to many purchases for the home (unless, of […]

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F.O.R.C.E. Formula™ for Business Transformation – Reach

Global Reach

F.O.R.C.E. Formula ™ for Business Transformation – Reach The F.O.R.C.E. Formula™  is a comprehensive review and action plan for transforming 5 primary areas of business that are ripe for transformation.  Regardless of whether you are an aspiring entrepreneur, a seasoned entrepreneur, a small business owner, a professional services provider or a leader in the corporate world, the F.O.R.C.E. Formula™ transforms the way you do business. Within each of the 5 primary areas for business transformation there are 5 key elements and within those 5 key elements there are 5 actions, activities or questions to be answered. In this video Carol explains the R in the Formula — Reach How are you expanding your reach in a way that is both profitable and engaging?  How are you leveraging your expertise and the expertise in your business?  Are you using social media platforms to engage with customers and prospects?  Do you have a mobile marketing strategy and plan — everything from a website that looks good on a mobile phone, to using text messaging, a mobile app and even Near Field Communication?  Who are your ideal strategic partners to expand your reach?  Who can you partner with to enter new markets?  How can you get your non-competing but complementary products and services into the hands of another business’ customers?  Do you have products or services that can be licensed?   Are you leveraging new media platforms such as podcasts, Hangouts on Air, Kindle etc. In this module – which is a big one – you will learn multiple ways to increase your reach […]

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F.O.R.C.E. Formula™ for Business Transformation – Operations

Excellence

F.O.R.C.E. Formula ™ for Business Transformation – Operations The F.O.R.C.E. Formula™  is a comprehensive review and action plan for transforming 5 primary areas of business that are ripe for transformation.  Regardless of whether you are an aspiring entrepreneur, a seasoned entrepreneur, a small business owner, a professional services provider or a leader in the corporate world, the F.O.R.C.E. Formula™ transforms the way you do business. Within each of the 5 primary areas for business transformation there are 5 key elements and within those 5 key elements there are 5 actions, activities or questions to be answered. In this video Carol explains the O in the Formula — Operations Your operations are — in a nutshell — the way you do everything.  Do you have defined systems and processes for everything so that your training is simplified and your consistency is enhanced?    Where is your focus with your decisions and decision making?  What are people complaining about?  What is your business model or business models?  Do you have passive and/or recurring revenue — either as your primary business model or a secondary business model?  Do you have a well-oiled sales machine?   Are your vendors and partners in alignment with your business mission and values?  How can you leverage your relationship with them? What lessons do you take away from this post? 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 […]

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Super Simple Marketing Plan

marketing scrabble

In this post, the last of the Super Simple Plans to reinvent your business or to launch your business quickly we are creating our super simple marketing plan. If you missed the Super Simple Business Plan post, click here. If you missed the Super Simple Marketing Plan Preparation post, click here. What you’ve done so far is get very clear on your vision, mission, strategy, ideal customer and what you are going to sell in a way that differentiates yourself from others.  Now it’s time to create your Super Simple Marketing Plan – based on Guerrilla Marketing concepts — so you can get going. 7 Sentence Marketing Plan All the prep work you’ve just done now translates into your 7 sentence marketing plan.  If you have more than one product for more than one audience you can and should create one marketing plan for each but let’s just create one for now The Specific Purpose of My Marketing is to:  (start with a verb/action word. For example get people to sign up for a free consultation) The Competitive Advantage I Want to Stress is: Our Target Audience is: Our Ideal Customers (for This Product/Service) Are: (complete for each product/service) The Marketing Tools to gain exposure and to lower Our Customer Acquisition Cost are:  Our Niche in the Market is: : Our Marketing Budget Will Be ______ % of Our Projected Gross Sales in Year One. Now that you know what you are selling and how you are going to market, it’s time for you to get going!  In future posts […]

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Super Simple Marketing Plan Preparation

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In the last post about the Super Simple Business Plan, I explained how important it is to be thorough yet quick to get your business going or reinvented — money loves speed.  Business is moving so quickly these days that those who waffle will be left in the dust — as will those who don’t see where things are headed in their market. Today’s post is all about a super simple marketing plan.  I am a Guerrilla Marketing practitioner who learned from the Father of Guerrilla Marketing, Jay Conrad Levinson.  I am the best-selling author of Guerrilla Tourism Marketing which I wrote, published and marketed in 2012.   One of the Guerrilla Marketing concepts is to create a simple marketing plan, which will be the subject of the next post (so be sure to subscribe to the RSS feed!) To prepare for your super simple marketing plan, answer the following questions. Super Simple Marketing Plan Preparation What Are Your Business Goals for Your Desired Lifestyle? Express your business goals, in terms of the amount of income (profit) you want each month and the number of days off you want each month.  Regardless of your current situation, write down what your goals are. Year One The amount of net profit I want is $_____________________ per month. I want ___________ days off each month. Year Three The amount of net profit I want is $_____________________ per month. I want ___________ days off each month. Year Five The amount of net profit I want is $_____________________ per month. I want ___________ days off each […]

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