Archive | 2008

At Connection Cafe: Five Steps To Make Employees Your Best Brand Ambassadors

by on July 28, 2008 in Business

The modern concept of branding and word-of-mouth-marketing focuses primarily on getting customers to become raving fans and talk positively about a company to their friends and colleagues. In the past few years, this focus has come to also include the value of getting employees to be raving fans of their own company, to speak openly and honestly about their company’s virtues, and to share their pride for their own and the company’s work. The thinking goes that if a company employs happy and satisfied employees, then that adds to an overall positive reflection of the company brand.

Yeah, but what does this have to do with non-profits…or maybe more importantly, how does this help you achieve your organizational mission? I’d like to argue that your own staff is the critical, yet underdeveloped, edge you need to meeting your fundraising, advocacy, and other goals. You have powerful resources that extend far outside of your own marketing department. Here are five steps in figuring out how to use them.

1. Know your internal broadcasters.
Your staff can be roughly divided into two groups: consumers and broadcasters. Consumers take in content through various channels like newspapers, blogs, and websites. Broadcasters do all of this and also create the content. They’re your bloggers, Twitterers, Facebookers, Plurkers, etc. They’re the ones who are connecting with others far outside your particular marketing focus. They’re the ones you want to build your employee brand ambassador program around.

2. Reward your broadcasters.
Broadcasters live for information. They want to know all the cool and worthy initiatives that are going on in your organization and be able to share that information with others. Don’t be shy about opening access and sharing this valuable information. And ask for their input and insight into how to penetrate your organization’s messages deeper into your target communities and wider into new areas.

3. Allow for creativity.
The social media space and branding world evolve at a rapid pace, which means that your dedicated and passionate broadcasters tend to live at the cutting edge. Don’t make the mistake of binding them or restricting their platforms. Innovative social media broadcasters are always finding new ways to use current tools. And for every one of today’s Twitters and Facebooks, there are several undeveloped tools waiting to be created and used.

4. Show them how to recruit other staff.
Broadcasters shouldn’t be an exclusive clique within your organization. Help them create more broadcasters and new brand ambassadors. Ask them to do “lunch and learns” about social media. Create knowledge sharing orientations to help them discuss their brand ambassador work when asked by others in your organization. The objective isn’t necessarily to get 100% of your staff involved in social media and branding…instead, show that every individual has an opportunity to contribute.

5. Keep an eye on the relationship.
I can imagine one objection or question that may be sitting at the tip of your tongue: how do we make sure that our broadcasters don’t put the organization or our formal branding work in jeopardy? The simple answer is that you can’t and the brutal truth is that you no longer have total control over the message. Sorry…those days are long gone, which is why #5 is so important.

It may seem obvious, but in order for your staff to speak openly, authentically, and enthusiastically about your organization, they need to be in a positive relationship with your organization. That means being focused on your staff’s level of engagement with their work and tapping into the pride your staff has working for your organization and it’s mission.

If your organization has had great results from cultivating organization-wide brand ambassadors, what’s your story? Share the wealth in the comments below.

Do You Know A Rock Star When You See One?

by on July 22, 2008 in Career

As I muddle my way back into blogging shape, Sam Decker gives me a fantastic way to return. Today, he writes about what makes the 5 Stars of a “Rockstar” Employee. If you’re a hiring manager, you’ll want to read this because with each star Sam offers interview ideas for determining whether the guy or gal you’re talking to exemplifies the kinds of qualities that make organizations remarkable. And if you’re on the interviewee side, take some ideas from Sam that will help you win that next great gig. If you can demonstrate strong examples of initiative, integrity, execution, strategic agility, and communication, you’ll be well on your way to rockstar status no matter where you go.

Five Ways To Treat Employees Like Customers

by on July 7, 2008 in Business, Customer Experience

Do you treat your employees like your customers?

Perhaps that’s a bit of a loaded question. It could be that your organization treats customers like months-old rotted fish. If that’s the case your employees are the least of your problems so go and fix that…seriously, go and fix it.

Good. You’re still here. Let’s start by asking a few questions:

  • If you learn that a customer is dissatisfied with your service, what do you do to make things right?
  • If you learn that a customer is no longer buying your product or service and is now going elsewhere, what do you do to change that?
  • If you learn your overall customer satisfaction is lower than you want, how long do you take before you decide to do something about it?

Okay, now let’s swap out customer for employee and answer these questions again. Do you approach them with a similar mindset? What if your organization applied the same degree of focus on the internal retention of employees as it does on the external retention of customers? Stephen Covey wrote a few years ago:

Some organizations talk a lot about the customer, and then neglect the employees who deal with the customer. This mindset produces unmotivated employees, worker-manager disputes and poor business results.

If you’ve been unknowingly neglecting the folks inside your organization…it’s okay. You can begin to make things better right now with just a few bold changes.

1. Make employee satisfaction everyone’s job. Just as customer satisfaction should be owned throughout the organization and not the exclusive concern of one team or department, the same must be said for employee satisfaction. Don’t make the mistake of thinking this is solely a human resource issue. Every single manager and leader must be responsible for the well-being and care of employees.

2. Find out how your employees are doing. Savvy organizations employ a wide variety of more traditional tools such as surveys, interviews, and focus groups to determine the state of customer satisfaction. Now, put these methods to work inside your organization. Start by having an open dialogue with employees (note that if this is something new in your organization, you’re going to also need to build trust in order to get candid responses). Schedule regularly occurring organization-wide town hall sessions devoted to workplace issues, successes, and challenges. And even though I’m not a fan of employee surveys, they can be effective in support of these other information gathering methods.

3. Make social media one cornerstone of your strategy. Don’t worry about whether or not you understand social media…I’m suggesting that you apply some guiding principles that drive it. These principles include authenticity, transparency, and shared ownership. Appreciate and encourage informal connections between employees and managers, particularly connections outside the more formal hierarchical lines. Lead the kind of change in how people within your organization relate to each other.

4. Communicate openly and often. If your customers hate being left in the dark about how you plan to improve their experience, your employees hate it even more. Don’t be a miser with information, even if you think it’s unimportant. Publish your plan for everyone to see, show the positive progress, show the places where things aren’t going as smooth, and be upfront with lessons that are being learned along the way. When there’s an absence of information, employees will definitely create whatever they want to fill that vacuum.

5. Finally, take decisive action. If you introduce these initiatives into your working culture, it’s absolutely necessary to take swift and consistent action. The key to success will likely rest in whether employees feel these changes are authentic and not just another “flavor of the month” activity from management. Empathize with your employees who may have been snakebit by change initiatives in the past and may view this with a wary and skeptical eye.

Remember that creating a passionate and remarkable customer experience begins with truly passionate and remarkable employees and working culture.

At Connection Cafe: Don’t Take Your Staff’s Engagement For Granted

by on June 25, 2008 in Business

Today I published my first post for the Connection Cafe, Convio’s company blog. I’m hoping it gets some energetic and passionate comments so head over there and start a dialogue.

Connection Cafe is largely written to the nonprofit audience, but if you’re from the corporate world don’t let that scare you off. I’ll be dealing with the same themes there as I do here with Bailey WorkPlay…but more pointed to the NPO crowd.

Here’s a snippet:

But then, I would follow this with something usually less obvious: without an engaged staff, there would be no members wanting to bring their dues, participation, and energetic passion. Too often, professional associations and non-profits expend so much of their focus on what lies outside, they can overlook the very people who make things happen inside every single day (don’t worry, for-profits are not immune either). There’s a reason why many non-profits are not run solely by members or volunteers. It’s because the professional paid staff have the experience, skills, and talents to help members and volunteers achieve great organizational goals.

Go read the whole post…

Every Single Person Is Responsible For Customer Experience

by on June 23, 2008 in Customer Experience

Here’s a question that I’ve been pondering for a while and it just resurfaced lately. When management makes a person or a department responsible for customer satisfaction as their primary function, does that inadvertently absolve others of that responsibility? It was an issue I always struggled with as a membership development professional in the non-profit world and I also see it playing out in customer service departments in for-profits.

I guess the answer is that it all depends on the culture of the organization and whether that culture emphasizes that each person who enters immediately understands that no matter what their position is…providing a remarkable customer experience is task #1.

Yet, how many organizations can we personally count that have this type of culture? I don’t just mean they have a nice wall plaque stating that everyone is responsible for customer service; I mean actual living, thriving culture where this is acted out every single day. When you move on to the second hand, please let me know because you’ve just won a prize. And if your own organization is present as one of those fingers, you’ve won the grand prize…and I really want to talk to you because you have a story to share.

If you really want to improve the customer experience, start here: make it clear that every single position in the organization is customer-facing and responsible for their satisfaction. From the CEO to the guy who makes sure your IT infrastructure works, regardless of the position within the company everyone may be called on to speak to a customer about their experience, listen to a complaint, or gather their feedback about new ideas.