Showing posts with label management. Show all posts
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January 12, 2020

What makes a good leader? The answer varies widely depending on who you ask, with researchers disagreeing on the critical components that go into the most effective corporate chief. But there are traits they do agree on, including personality components and acquired skills. Some believe even the situation for leadership itself has a bearing on the effectiveness of the leader.

 Important Leadership Skills

  • Commitment, resolve and perseverance - driving every aspect of the organization toward a singular unified purpose.
  • Risk-taking - breaking conventions and developing new products and services to establish marketplace dominance (and possibly even create a unique market).
  • Planning - though a leader typically doesn't get too involved in the details, he or she must orchestrate a high-level plan that drives everyone toward the unified goal.
  • Motivating - an effective leader must be able to encourage contributions from the entire organization, navigating the specific motivators of each individual or group to push the right buttons and inspire employees at every level to achieve not only their personal best but the best for the organization as a whole.
  • Communication skills that rely on active listening - far more than just being able to speak and write persuasively, leadership communication skills incite others to work toward the stated goal in line with the path the leader has chosen.
  • Possessing or obtaining the skills required to successfully achieve business goals - bringing a unique knowledge set to the table or acquiring it personally or through employees and other subordinates.

 What Makes These Individual Skills So Important?

First, a distinction needs to be made: the difference between a leader and a manager. A leader is someone who does the right thing, whereas a manager does things right. Or to put it another way, management is an occupation, leadership is a calling.

As addressed in the list above, this calling demands a unique vision for success and the tools necessary to communicate and implement that vision. The leader must possess a set of clearly-defined convictions and the daring and skill to translate their vision into a reality. This is why many people believe, as seen in What Motivates True Leaders, that the most successful development of leadership skills takes place when the leader is geared toward the development of individuals or social constructs. This foundation creates a drive and a passion that many believe cannot be replicated or faked in situations where the leader is concerned solely with financial returns.

With effective leadership, all participants within the organization are confident someone they know is working towards the greater good, both on their behalf personally and that of the company, as well as the larger impact created by the specific product or service. And within this system, one of the most critical elements to success is a leader in whom they can place their trust. That's because true leadership is about taking people to places they would not or could not go on their own. And achieving that level of loyalty and dedication is next to impossible without the genuine allegiance inspired by true leadership skills.
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January 09, 2020

A formal business plan is an important document for any business. Entrepreneurs just starting out may find putting their thoughts, goals and in some cases dreams to paper an intimidating process. Nevertheless, it is vital to the success of your business. A business plan details every aspect of business operations. Writing a business plan need not be an overwhelming task if you consider the following information.
    Purpose of Business Plan
Before drafting a business plan it is important to understand why this document is so important to the success of your business. Your business plan will detail all aspects of your business operations from marketing to organization and management. This document not only helps owners see where the business is headed, it is also required by most lenders and potential investors.

9 Essential Parts of a Business Plan

There are several essential elements of a good business plan according to the U.S. Small Business Administration. Focus on the following nine elements when drafting a business plan for your small business.

Executive Summary

Although this is the first section readers will see, it should be the last section of your business plan written. The executive summary is an overview of the entire business plan and will either capture the readers attention or make them lose interest before reading any further. A crucial part of the business plan, the summary will basically tell readers the history of your company, where it is today and what direction it is headed; this is where you sell other on the potential success of your business idea.

Market Analysis

Include in this section a description of the industry, information on your target market, evaluation of your competition and market test results.

Company Description

Brief description of your company including the nature of your business and factors that will make your business a success. Include a description of how your product or service will meet a need and any potential clients identified as having that need.

Management and Organization

Details about ownership of company, management and board of directors (if applicable). Qualifications, experience and education are important to provide readers with an insight as to how these individuals fit into the organizational structure and what they can bring to the table in their designated roles.

Marketing and Sales Management

Describe the marketing strategy and how you intend to drive sales. Include market penetration strategy, growth strategy, distribution strategy and communication strategy. Sales strategies should also be included to provide information on sales staff and activities.

Product or Service Line

Describe to readers what you are selling and how the product or service will benefit current and potential customers. Provide evidence that your company offers a product or service that serves as a solution to a problem identified by your target market. Information regarding service or product costs, suppliers and any new services which may be added should be included in this part.

Request For Funding

Include current and future funding requirements, how that funding will be used and long range strategies that impact funding request. Any factors which directly impact your ability to repay your loan should be included, such as acquisitions, sale of the business in future or a buyout.

Financials

Both past financial data as well as prospective financial data will be required by potential lenders. Include the following financial statements for the past three to five years; cash flow statements, balance sheets and income statements. The same statements should be prepared with forecasted data for the next five years.

Appendix

A separate section which should not be included in the main body of the business plan is the Appendix. Proprietary and confidential information may be part of the appendix and as such should not be easily accessed by all individuals requesting your business plan. Creditors may need access to this information, therefore it should be available on an as-needed basis. Documents which may be included in the appendix include market study details, reference letters, personal and business credit history, patents, permits, contracts and contact information for consultants.
As you can see, writing a business plan requires a commitment of time and resources to ensure all relevant information is present. A crucial document in securing funding from creditors and investors, the business plan should be well organized with a focus on specific strengths that set your business apart from the competition.
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January 09, 2020 1
You must believe in what you are selling. Be passionate about your business and your customers will be excited too. As you build your sales team, keep in mind that every person has a unique method of selling that suits his or her personality. Train your staff on how to handle the special customers that may require special care.


Low pressure selling

Pushy high pressure sales people are dreaded by most buyers. Educate your customers about the features and values of your product. If possible, bring an item with you on sales calls to show and tell. Demonstrating your product in person allows the buyer to test out the product and will make your visit memorable. Explain why they should buy from you. Never talk badly about the competition. Keeping the focus on your company and what it has to offer can pay more dividends than forceful sales tactics.

Listen to your customers

Ask questions and let the client do the talking. Give them your undivided attention and find out what is most important to them. Once you get an idea of what they're looking for in a product or service, you can adjust your sales pitch accordingly.

Helping buyers save their company money is usually one reason. Providing them with exceptional customer service and prompt delivery might be at the top of their list. Listening to your customers requests could open the door for additional products and services to increase your business.

Know Your Business

Not just your company, but the industry. Keep abreast of new technology and products related to what you are selling. Let your customers know you are educated in all aspects of the industry and they can come to you if they have any questions.

Build a Relationship

Get to know your customers. In a world of big box stores and online competition, you can remind customers that they are not just a number, they are special. Pay attention to their interests and hobbies. Keep a file on each customer to remind you of the little things before you call them. It is a friendly way to show them you care, and may produce a few extra deals.

Keep in Contact

How often you call or visit your customers may depend on the type of business you have. Pay attention to spending habits and pay them a visit just before their next order is about to be placed. Keep all customers informed of new products and services as soon as they are available. Be sure you let them know they can contact you if they have questions. Provide the client with your cell phone and email address. Staying up to date with their product or service needs could give you the edge you need to beat out the competition.

Customer Relations Management System

Customer history records are important to all facets of your business. Records can be stored manually in the office, but to be more productive, consider a customer relation management system can be accessed by your employees, as well as clients. Organize your customers starting with the initial contact point. Buying trends can be monitored by watching dates and quantities of each order. Praises, complaints and customer service issues can also be entered and resolved by approved staff members.

Ask for the Business

Whether you are on the phone or making a personal call, always ask the customer for an order at the end of your visit. You've likely done the leg work - don't miss out on an opportunity.
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January 09, 2020
Marketing strategists agree that brand awareness in any industry gives that company an edge. Brand awareness accomplishes several objectives for companies seeking to increase sales in the marketplace. A brand awareness campaign needs to be flexible enough to grow with the company and adjust if needed. The company should seek to build customer awareness, promote its website and add value.



Brand awareness follows a certain process, although customers do not usually think through these steps when choosing a product. First, the customer has a perceived need for a product. In many cases, he will seek information on what product to buy. He will often evaluate his alternatives, although in some cases, such as in buying a drink, he may simply buy what's convenient. At the same time, he will place a value, both financial and personal, on the product he plans to buy. After he buys your product, he will review his purchase and make adjustments. Sometimes these adjustments will be immediate; in other cases, they are long term. For example, if he doesn't like the drink he bought, the next day, he will choose a different drink. But if he doesn't like the vehicle he purchased, it could be two to five years until he makes a different purchase.

Build Customer Awareness

Target the desired customer base. From there, the business can more easily assess what it needs to do to increase customer awareness. For instance, a customer awareness strategy will focus on different audiences depending on if the product is toys, car products or walkers for those with mobility issues. In each case, the business will use different advertising campaigns to increase customer awareness. Every business needs to overcome certain challenges so the customer understands the benefits of working with that particular company.

Promote the Website

A website helps create a worldwide customer base. Customers no longer limit themselves to buying from a specific geographic location. A customer might research a product and then follow up with a catalog or phone order instead of a personal visit to the company location. Hiring a graphic designer can assist a business in projecting the type of image they want to portray. Coordinating business cards, marketing materials and additional advertising all further enhance customer awareness. Consistency in design helps customers connect that logo with the business and product.

Add Value

Every customer will determine value in different ways. Brand awareness can give your business that "edge" in making your customers aware of the extra value your company offers. This might be in the form of service, such as three free oil changes in a year with the purchase of a motorcycle. Your packaging might be slightly larger, which brings increased quantity. Your location might be unique and easily accessible. The business may sponsor special events, promote volunteer service or support a worthwhile organization. You will need to decide which one of these avenues will work best for your company.

Finally, give the business the time needed to develop brand awareness. In most cases, this process does not happen overnight. While the ultimate goal is for the company to identify the success level of brand awareness campaigns, the business should always continue to appreciate and track even the slightest progress.
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January 09, 2020
Management in any company must understand the art of obtaining products and services. The procurement cycle follows specific steps for identifying a requirement or need of the company through the final step of the award of the product or contract. Responsible management of public and corporate funds is vital when handling this necessary process, whether in strong or weak economic markets. Following a proven step-by-step technique will help management successfully achieve its goals.


Step 1: Need Recognition

The business must know it needs a new product, whether from internal or external sources. The product may be one that needs to be reordered, or it may be a new item for the company.

Step 2: Specific Need

The right product is critical for the company. Some industries have standards to help determine specifications. Part numbers help identify these for some businesses. Other industries have no point of reference. The company may have ordered the product in the past. If not, then the business must specify the necessary product by using identifiers such as color or weight.

Step 3: Source Options

The business needs to determine where to obtain the product. The company might have an approved vendor list. If not, the business will need to search for a supplier using purchase orders or research a variety of other sources such as magazines, the Internet or sales representatives. The company will qualify the suppliers to determine the best product for the business.

Step 4: Price and Terms

The business will investigate all relevant information to determine the best price and terms for the product. This will depend on if the company needs commodities (readily available products) or specialized materials. Usually the business will look into three suppliers before it makes a final decision.

Step 5: Purchase Order

The purchase order is used to buy materials between a buyer and seller. It specifically defines the price, specifications and terms and conditions of the product or service and any additional obligations.

Step 6: Delivery

The purchase order must be delivered, usually by fax, mail, personally, email or other electronic means. Sometimes the specific delivery method is specified in the purchasing documents. The recipient then acknowledges receipt of the purchase order. Both parties keep a copy on file.

Step 7: Expediting

Expedition of the purchase order addresses the timeliness of the service or materials delivered. It becomes especially important if there are any delays. The issues most often noted include payment dates, delivery times and work completion.

Step 8: Receipt and Inspection of Purchases

Once the sending company delivers the product, the recipient accepts or rejects the items. Acceptance of the items obligates the company to pay for them.

Step 9: Invoice Approval and Payment

Three documents must match when an invoice requests payment - the invoice itself, the receiving document and the original purchase order. The agreement of these documents provides confirmation from both the receiver and supplier. Any discrepancies must be resolved before the recipient pays the bill. Usually, payment is made in the form of cash, check, bank transfers, credit letters or other types of electronic transfers.

Step 10: Record Maintenance

In the case of audits, the company must maintain proper records. These include purchase records to verify any tax information and purchase orders to confirm warranty information. Purchase records reference future purchases as well.
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January 07, 2020

Some consumers are concerned about businesses using covert methods to influence purchasing decisions. They fear that some of the methods used by the advertising media can have such an effect on the human psyche that a person might find themselves doing something they wouldn’t have done otherwise, like buying a product. In fact, so great was this fear that the Federal Trade Commission issued a complete ban on subliminal advertising in 1974. The method is general illegal today, but that doesn’t mean major brands might not skirt around the issue, finding ways to influence the public covertly.

What Is Subliminal Advertising?


Subliminal advertising involves what your senses can perceive consciously or subconsciously. To understand the subliminal definition, you should know that there are two kinds of stimuli: supraliminal stimuli, which are above the threshold of what the average human’s senses can consciously perceive, and subliminal stimuli, which are below the threshold of what the average human’s senses can consciously perceive. Subliminal stimuli register just beyond the limits of your conscious perception, which isn’t to say that you won’t perceive them at all. You can see, hear, feel, taste and smell subliminal stimuli, but they will be so subtle that you won’t be aware of them, unless you’re looking, of course. The idea is that, by passing messages right by your conscious awareness and straight to your subconscious, it is possible to directly influence you to do what the message wants you to do. It is understandable that, given this sensational idea, advertisers would want to try it out on potential customers.
The most well known example of subliminal advertising occurred in the 1950s. The psychologist James Vicary tried out an experiment in which he flashed certain images in front of moviegoers at a rapid rate. These images were meant to influence them to do things. One of them was the phrase, “Hungry? Buy popcorn!” which was flashed for barely three-thousandths of a second. At that rate, people wouldn’t consciously notice the phrase. However, they would register the message in their subconscious. The psychologist made the claim that popcorn sales went up by 50 percent after that message was shown to viewers – which would have been a great demonstration of the power of this kind of advertising if he hadn’t later admitted that his study was fraudulent.
So no one knows whether subliminal advertising works or not. It’s very difficult to perform a study of its effectiveness on, say, consumers and their buying decisions. Part of the reason is that it has been banned by the FTC. There are studies here and there that have drawn varying conclusions on the subject, but nothing is conclusive and the psychological community does not agree on the subject. The FTC itself didn’t ban subliminal advertising because it thought hidden messages in advertising were effective; rather, it considered this type of ad to be a highly deceptive kind of advertising and against the principles of the Bureau of Consumer Protection.
One thing the psychological community does agree on is the fact that these flashing images and other kinds of subliminal messages can easily be picked up by your subconscious and stick there for a long time. What no one agrees on is whether the information that sticks in your brain can influence your buying decisions in any way.

Different Types of Subliminal Messages

Subliminal stimuli can come in various forms, as long as they cannot be consciously perceived. However, when it comes to popular media, and especially advertising, there are three kinds of subliminal messages:
Subvisual Messages
Subvisual messages involve the quick flashing of visual cues. Usually, these cues are flashed for just a few milliseconds at a time so they cannot be consciously perceived. The only way you would be able to perceive them is if you could pause the video at that exact moment when the message flashes on the screen.
Subaudible Messages
These are audio cues inserted in audio messages. For example, you could put a low volume audio message within a much louder audio message, such as a song. The low volume audio message will not be consciously heard unless the louder source is removed, but it will definitely register in the subconscious.
Backmasked Messages
Backmasking is the practice of recording an audio message backward to play it forward and disguise the message within. Since the message is reversed when it is played, it will sound like meaningless garble when heard by the listener and they won’t be consciously aware of it. The only way they can hear the message is if they reverse the audio recording.
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January 07, 2020

Marketing ethics is an area of application that involves moral principles behind operation and regulation of marketing.
Therefore it is a process through which companies generate customer interest in products/services, create value for stakeholders and build strong customer relationships.
Importance of the same are as follows-
  1. Satisfying the basic human needs- Every human wants to be in an organisation that is fair and ethical in practice.
  2. Unity- Unity within its employees and leaders as well
  3. Improves decision making- All are allowed to put forward their inputs, through which a solid decision can be taken!
  4. Loyal Customers- Loyal customers is what allows a business to survive in the hardest of times!
  5. Mutual trust- Trust when built within the organisation as well as outside it increases customers loyalty!
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January 07, 2020


What is Corporate Social Responsibility (CSR)?

Corporate social responsibility (CSR) is a self-regulating business model that helps a company be socially accountable—to itself, its stakeholders, and the public. By practicing corporate social responsibility, also called corporate citizenship, companies can be conscious of the kind of impact they are having on all aspects of society, including economic, social, and environmental.
To engage in CSR means that, in the ordinary course of business, a company is operating in ways that enhance society and the environment, instead of contributing negatively to them.

Understanding Corporate Social Responsibility (CSR)

Corporate social responsibility is a broad concept that can take many forms depending on the company and industry. Through CSR programs, philanthropy, and volunteer efforts, businesses can benefit society while boosting their brands.
As important as CSR is for the community, it is equally valuable for a company. CSR activities can help forge a stronger bond between employees and corporations; boost morale; and help both employees and employers feel more connected with the world around them.
For a company to be socially responsible, it first needs to be accountable to itself and its shareholders. Often, companies that adopt CSR programs have grown their business to the point where they can give back to society. Thus, CSR is primarily a strategy of large corporations. Also, the more visible and successful a corporation is, the more responsibility it has to set standards of ethical behavior for its peers, competition, and industry.

Example of Corporate Social Responsibility

Long before its initial public offering (IPO) in 1992, Starbucks was known for its keen sense of corporate social responsibility, and commitment to sustainability and community welfare. According to the company, Starbucks has achieved many of its CSR milestones since it opened its doors. As per its 2018 "Global Social Impact Report," these milestones include "reaching 99% of ethically sourced coffee, creating a global network of farmers, pioneering green building throughout its stores, contributing millions of hours of community service, and creating a groundbreaking college program for its partner/employees."
Starbucks’ goals for 2020 and beyond include hiring 10,000 refugees across 75 countries, reducing the environmental impact of its cups, and engaging its employees in environmental leadership. Today there are many socially responsible companies whose brands are known for their CSR programs, such as Ben & Jerry's ice cream and Everlane, a clothing retailer.

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January 06, 2020

Survey an underperforming team to understand what’s wrong and you’re likely to find that it’s “communications.” Ineffective leaders are often poor communicators. And when they try to fix the problem their instincts often take them in the wrong direction. Instead of communicating, they broadcast. 
There’s a big difference. 
That difference is rooted in the nature of relationships. A relationship is formed whenever two people share an objective. The objective could be something mutually agreed upon, like carpooling to work, or it could be happenstance, like two people heading for the last seat on a bus. We all have hundreds of relationships going at any one time, particularly those people who are most important in our lives, including the people we work with.
Communicating is one of the most basic of relationships: two people share the objective of accurately transferring information and emotion to one another. We often forget the emotional component of communicating, yet we want people to know how we’re feeling and to empathize with us. Ineffective leaders just assume that the information and emotion they impart has been accurately received. That is broadcasting—a one-way transfer of information and emotion with little regard for how accurately the information and emotion have been received. Think of the office memo. It’s virtually the definition of broadcasting, though it is often referred to as communication.Other forms of broadcasting often masquerade as communication. Social media is broadcasting posing as a relationship mediated by the “like” button. The like button merely indicates approval of whatever the receiver thinks the information conveys. But it doesn’t tell the broadcaster whether the receiver received the message exactly as intended.  
Communication requires feedback—an indication that the person receiving the information or emotional content has properly understood it. People we consider good communicators often have little noticed habits that make people feel “listened to.” They nod or say “I understand,” with an appropriate facial expression that mimics the emotion they believe is intended. Good communicators also ask things like, “Did that make sense?” or “How do you feel about that?” The sheer scale of an informational challenge, like a sweeping reorganization of an operation, will often drive leaders to resort to broadcasting. They may believe they have no other choice. But good leaders, who understand that the bigger the challenge the more important it is to get it right, will make sure that they communicate. They will create different forms of the communication for each team or department affected—the accounting department will understand a change differently than the sales office in Detroit. And they will ask the team or department leaders to report back on how accurately the information was received and what emotion it sparked, no matter what the information ostensibly says. 
To ensure good communications, especially in the face of big changes, try using a Communication Matrix. List each constituency that will be directly or indirectly affected. Then for every constituency, list who, what, when, where and how of the informationand emotion will be communicated. In a “feedback” column, identify how the accuracy of the reception of the information and emotion will be measured, monitored and communicated back to leaders. For a major reorganization in a large firm, the “Com Matrix” can be dozens of pages long and require a small team to administer the logistics of delivery and feedback.
Communicating within a team requires much less logistical support but has its own challenges, particularly when the team is forming. One of the most fundamental keys to the success of a team is to start by aligning everyone’s understanding of what the team needs to accomplish, each team member’s roles and responsibilities, and how everyone honestly feels about it. This is more complicated than many team leaders acknowledge. So they deal with it in cursory fashion, broadcasting the team’s roles and objectives in a team charter or the like that is purposely devoid of emotional content and may use terminology some team members do not understand. Leaders who broadcasting in this way to a team that is just forming immediately create distrust. 
Genuine communication requires that the leader know how accurately members of the team understand their roles and the team’s objectives—and, just as importantly, what emotions they attach to those understandings. Each team member will interpret the goals and objectives and their roles within the context of their own personal motivations. Will being on a team with these goals and objectives, within the context of the department and their relationships with colleagues make them happy or fearful? 
Leaders ignore the emotional component at their peril. “Poor communications” on a team survey indicates a much more troubling problem than superficial misunderstandings. It suggests that the team does not trust their leader to act in their best interests. And that’s a problem that no amount of broadcasting can fix.  
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January 06, 2020
Everyone’s talking about customer engagement — but why is it so important, and what does it really mean? How does customer engagement look in action, when you’re a business trying to connect with your customers today?
We already know a lot about the customer journey — how it’s made up of numerous touch points, from search to purchase to post-purchase support. And we know that providing a good customer experience at each of those touch points is critical to building and maintaining a solid reputation for your brand. But customer engagement is often overlooked, even though it’s critical to nudging customers along their journey. 

Customer Engagement Impacts Profitability

Customer engagement is about inspiring your customers to interact with your brand and willingly take part in the experiences you’re creating for them. If you do it right, you’ll grow your brand and build customer loyalty — and, in turn, drive revenue.
In fact, there’s a direct and proven correlation between the level of customer engagement and business profitability. A study by Constellation Research reported that companies who improve engagement can increase cross-sell revenue by 22 percent, up-sell revenue by 38 percent and order size by 5 to 85 percent. 
When someone takes time to leave a review — good or (especially) bad — it’s the ideal time to engage. We all get this, but surprisingly, the average response rate to negative reviews among leading retailers is just 2 percent. It’s no wonder Amazon is eating away at retailers’ market share, with their frictionless shopping experience and infinite inventory. 
Now let’s consider a brand who does a good job of engaging with customers. Nordstrom and Nordstrom Rack scored exceptionally high for engagement, compared to many other retailers (61% and 79% respectively). That’s because they place a premium on delivering exceptional service and ensuring theircustomers are happy and engaged. And maybe that’s one of the reasons that, while many retailers are struggling to keep their doors open, Nordstrom and Nordstrom Rack are still reporting strong profits.

Investing In Customer Experience Is a Huge Lever for Revenue

The power of engaging and connecting with customers isn’t limited to the B2C world. According to Econsultancy’s Annual Digital Trends report, B2B companies identify customer experience — the product of meaningful customer engagement — as the single most exciting opportunity for 2020.
Temkin Group reports that companies that earn $1 billion annually can earn $775 million more within three years of investing in customer experience with “modest” results. The report found that to be true across industries, with software companies earning the most ($1 billion over three years). Success, effort and emotion, according to the report, were the three factors impacting customer loyalty, and an improvement in emotion increases loyalty more than any other factor. A meaningful customer engagement is the best way to stir up the positive emotions that keep customers coming back.

Take a Walk In Your Customer’s Shoes

So how do you connect with customers on an emotional level and improve customer engagement? Here are a few starting points:
  • Analyze the customer journey. How else can you know what the customer's experience with your brand or locations is like? Take their journey, and take note of and sticking points or frustrating interactions. Are the emails you’re sending helpful and informative, or intrusive and self-serving? Are your locations easy to get to and welcoming? Is your staff friendly and
  • professional? Do you follow up after customer interactions and respond to reviews? Every one of these customer touchpoints presents an opportunity for engaging with your customers in a mutually beneficial way. Make sure you’re doing that, and if you’re not, it’s time to start.
  • Listen to what customers say about you. Today’s customers are vocal, and it’s easy to find feedback on Google, Facebook, G2 and other review sites. You should also invest in social media management, so you can actively monitor social commentary and reviews as they come in — 42% of customers expect a response within 60 minutes, and a delayed response is almost as bad as no response.
  • Deliver seamless omnichannel experiences. If you analyze the customer
  • journey properly, you’ll find brand interactions occur across many channels — search results, emails, websites, physical locations and even text. Make sure to deliver a consistent and pleasant experience every time you engage with your customer, regardless of channel. One bad or confusing interaction can ruin the opportunity to engage effectively, and could even begin to break down the trust and loyalty you’ve invested in building.
  • Pay attention to all factors that comprise your Reputation Score. Increasingly, brands are turning to Reputation Score as the most accurate measurement of customer experience. It’s more thorough than NPS, because it takes into account all the factors affecting your reputation. A critical component of the score is engagement, as measured by your brand’s performance across every
  • customer touch point. Knowing and monitoring your Reputation Score is an essential step to mastering the art  — and reaping the benefits — of customer engagement.

    • Don’t Force It

    An important thing to remember is you can’t force your customers to engage with you. As HubSpot’s Paul Greenberg said, "Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer." The customer decides how to interact and engage — you can only create the opportunities, and ensure that your diligent effort and reputation inspire people to take action.
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January 06, 2020

Let’s face it; we have all seen and experienced bad bosses. There are the ones that bully, or the ones that drive you mad by trying to tell you how to do your job at the minutest level of detail. Poor bosses sap the spirit right out of their employees and cost their companies billions of dollars. Below is a  list of 9 types of bosses people don’t want to work for.
  1. The God –  Arrogant, shows off at any opportunity and is in constant need of boosting his or her ego. He constantly needs to be worshipped by his minions and during meetings and especially events in the related field. If your boss knows everything and can do no wrong, it’s a good idea to seek greener pastures unless you are exceptionally tolerant.
  2. The Turtle – Takes on no accountability and when push comes to shove, he vanishes from office and will not be found until the problem is effectively tackled. If your boss has the tendency to pass the buck when things get rough, but is the first to ask for a pat on the back when all is well, you know that you won’t be able to trust him to support you and your career.
  3. The Micro Manager – Believes he/she knows how others should do their job, who can’t trust people to just get on with their job and instead and micro-manages everything they do. They expect every email, every phone call to be reported in daily reports or in some cases, they expect every email to be cc-ed to them allowing them to pinpoint the slightest mistakes.
  4. The Psychic –  This boss expects you to read his mind. “What do you think I’d do in this situation?” If I had the power of Charles Xavier from X Men, I wouldn’t be working at a 9-5 job. To anticipate our boss’ every need before he even had a chance to express it? Well, that is something we can only dream off unless you are truly a psychic. If your boss consistently expects you to know what is next, but doesn’t do a good job of providing the context to make sure that you can be successful, he is setting you up to fail.
  5. The Fear Monger – “You are not indispensable!, I can fire you anytime!” If your boss motivates by fear more than any other tactic, it’s a sign that he or she lacks leadership skills necessary to do the job. He/she is probably intimidated or unsure about how to get results without relying on threats or other fear-mongering. Well, every boss out there needs to know one thing, your employee can leave and will cause your business more harm.
  6. The Potty Mouth – We’re all stressed out at some point, but if your boss cannot communicate a problem or concern without berating or yelling, he or she’s missing key management skills and likely won’t keep highly qualified employees for long. A boss that is unable to communicate anything effectively, be it the corporate strategy or individual performance feedback. Bad bosses don’t provide the air time for staff to respond to accusations and comments. They intimidate people and allow other employees to bully employees.
  7. The Copy Cat – This boss that takes credit for other people’s work or ideas and passes it off as his own.Takes credit for the good and passes blame for the bad. This is probably one of the worst and often-reported traits of a bad boss. Had a brilliant idea and you made the mistake of sharing it with him/her? You can be certain the idea will be implemented, but the credit will not go to you. Everyone has to secure their seat in the office, but if your boss is doing that, your seat is pretty shaky.
  8. The Uncaring – Sometimes, ineffective boss can get away with a lot if employees believe she or he cares about them. If your boss could care less about your family emergency or is on the phone to you in your hospital bed asking when you’ll be back at work, you can be sure they don’t care about your well being. When they pass remarks like, “Why are you always sick?” or “Why is your mom sick again?” it’s time to ditch the job and find a boss with compassion or basic human respect. And they definitely will not provide rewards or recognition for positive employee performance.
  9. The Wishy Washy – The worst bosses collect all the information and still can’t make a choice. When a boss is not a good leader, ramifications can go beyond just whether the decisions at hand are good or bad. “Are we going to implement the new campaign next month?” And when the answer is, “Let me think about it” after 6 months, it’s time to find a solution to make him decide. If your boss does not have the courage to deal with a difficult situation despite knowing that it is the right thing to do, you are in for a rough ride.
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January 06, 2020


Everyone wants to be thin, but no one wants to diet. Everybody wants money, but not many people want to work long hours or to follow a budget. Lots of people would like a nice yard or garden, but few want to pull weeds.
The common denominator of success is discipline—forming the habit of doing things that the vast majority of people neglect to do. Individuals don’t accidentally stumble upon greatness. Even those who suddenly gain fame have usually worked hard all of their lives to become an “overnight success.” What we do on some great occasion depends on who we already are; and who we are is the result of previous years of discipline.
It’s fine to praise the quality of discipline, but the real question is where practice to discipline on a daily basis. It’s especially critical for leaders to be disciplined in the following areas:

1) Thinking

Make a point to discipline yourself to think about your values and priorities every day. Values provide you with direction, guiding your decision-making. Meanwhile, priorities give you focus, directing how you spend your time.
Poor thinkers are slaves to their surroundings. On the other hand, leaders make a habit of examining their world and contemplating ways to make it better. Their ideas and insights make them valuable and sought-after teammates.

2) Relationships

Make the decision to cultivate relationships and invest in them daily. You’ll enjoy life more when you share it with others, and you’ll go the farthest in life when you partner with people who genuinely care about you.

3) Talent

Daily choose to strengthen and sharpen your natural abilities, for they can open avenues to unique areas of influence. People don’t pay attention to what’s average, but they will pay both respect and rewards to individuals with exceptional skills.

4) Finances

Make sacrifices and live within your means today so that you can have financial options tomorrow. Avoid debt. While money may not make you happy, owing money is certain to make you miserable. Moreover, give generously. The purpose of wealth isn’t to spoil yourself but to serve those in need.

5) Health

Make the decision to know and follow healthy guidelines daily. Eat in moderation, and exercise regularly. Also, strike a balance between accomplishment and rest. Leaders have ambition, at times too much, and they can run themselves ragged trying to chase down career goals. As John Wanamaker said, “People who cannot find time for recreation are obligated sooner or later to find time for illness.” Be sure to handle stress effectively so that the pressures of leading don’t wear down your body. Taking proper care of yourself gives you the physical strength and mental wellbeing to tackle the demands of leadership.

Summary

If you commit to a set of daily disciplines, eventually you’ll reach a point in life at which you’re absolutely astounded by all the good you have been able to accomplish. In that moment, it will be crystal clear that you didn’t do it in a day but that you did it every day. By doing the right things daily, year after year, one day you will receive reward and recognition for them.
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January 06, 2020
The worst accident in the history of aviation happened on the Spanish Island of Tenerife on March 27 1977 when a KLM 747 taking off crashed into a Pan Am 747 that was still on the runway.A long chain of events led up to the crash, but one of the major causes was that the captain of the KLM flight chose to ignore a crucial warning from his co-workers in the cockpit.

The KLM captain was no novice – in fact he was one of KLM’s most experienced pilots, the head of pilot safety training at KLM and featured in some of the company’s ads.On the day of the crash the flight was already significantly delayed and any more delays would have forced the plane to stay on Tenerife overnight to comply with pilot rest requirements.
The captain, being eager to get off the ground, misheard an instruction from the control tower. He thought he was cleared for take off even though another plane was still on the runway, though he couldn’t see it in the heavy fog.Then, and this is crucial, he ignored concerns from both his co-pilot and his flight engineer and proceeded to take off down the runway, eventually hitting the other plane. 583 people died.
As a result, “less experienced flight crew members were encouraged to challenge their captains when they believed something was not correct, and captains were instructed to listen to their crew and evaluate all decisions in light of crew concerns”.
This is obviously a horrific example but the learning that applies to all workplaces is that much is gained if:
  1. Employees can voice their disagreements with managers
  2. Managers can listen to their employees
However, the implicit power imbalance between employees and managers means that this is not something people do automatically. You have to explicitly train both of these aspects in order to make sure that it becomes part of the corporate culture.
There are three reasons why a company should do this.

1: You avoid mistakes

If the KLM captain had listened to his subordinates that accident would have been avoided.
How many accidents, mistakes and errors are allowed to happen daily in workplaces around the world because employees are too intimidated to disagree with the boss or are ignored when they do so?

2: You make employees feel valued

I recounted that story with great sadness, as it had been agonizing to watch my patient suffer through treatments that I believed he would not have chosen had he known the harm they could cause and the unlikeliness of being cured.
He eventually was admitted to hospice and died, but only after the chemo had left him with unstoppable and painful bleeding in his bladder, robbing him of a more peaceful and more comfortable end to his life.
This is from a NYT story written by a nurse who believed that one of her patients was receiving an unnecessary and incredibly painful round of chemo. She raised her concerns to a doctor and was promptly ignored. Reading the story makes it clear that this made her unhappy. Not only was her patient suffering needlessly but her expertise and judgment was being ignored.
The nurse goes on to write this:
Many of the nurses I know could share their own, dramatic stories of rescuing patients or catching frightening errors by other health care workers, including doctors.

3: You can weed out managers who are unable to take advice

And finally, giving employees permission to disagree and managers the obligation to listen and act on disagreement could help weed out those managers who are pathologically incapable of ever admitting error or admitting that they might not know everything already.That kind of boss is endemic (and is even celebrated in many workplaces) but is ultimately incredibly damaging to business results.
Furthermore, when managers keep screwing up, it’s usually up to employees to keep fixing their mistakes and dealing with the fallout which clearly makes people frustrated and unhappy at work.

Many bosses see disagreement from subordinates as a sign of disloyalty and disrespect. Of course, nothing could be further from the truth. Disagreeing with what you see as a bad decision is in fact a sign of engagement and bosses should learn to appreciate that.

So I say we should turn that around and create workplaces where anyone is free to disagree with anyone else.

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