Coaching for personal growth, change and development
This is a wonderful little book that I can only recommend to all of you that are interested in working with groups and teams.
The Little Book of Practice for Authentic Leadership in Action chronicles the principles, people and practices that have come together to create ALIA’s unique and powerful approach to actualising authentic leadership and transformational change.
Go to the site and pick your copy here
To me it is quite clear. If you are in a market that is oversupplied. ( Offerings exceed demand) which is what virtually every business I can think of is experiencing at the moment, then you are not going to get much traction by trying to blast your way through the noise with advertising, because that is what everyone else is trying to do and it is clearly not working. ( People much more clever that I have written about this for ages – my favorite guru on this subject is Seth Godin – check him out).
The primary reason it is not working is that we are all subjected to so much noise that we are going crazy. On top of that we also desperately trying to cram more and more stuff into the same twenty-four hours. That leaves us with less and less time to filter all that noise and workout what is for real and what is just another attempt to trick us to part with our hard earned money.
(A person living in an urban environment will be subjected on an average to 3000 messages a day from companies trying peddle something to them).
So in order to cope we all resort to the same life line – ask a friend.
Word of mouth has become the single most important source of influence in virtually all purchasing decision. Whether you are planing your next vacation, searching for a new fridge or wonder what skies to get for the kids – chances are you will ask a friend for advise in order to get some clarity in all that clutter and noise.
So how can we generate word of mouth?
In my opinion there are to basic ways.
Either you are exceptionally good at what you do – so good that people are inspired to talk about what ever it is you do to their friends..
Or you deliver something at such a ridiculously low price that, that in it self creates word of mouth. Ryan Air is a good example of this. How often have you heard a friend say: ‘i just got these two ticket to Barcelona at this incredible price’ ( less often, if ever, do you hear a friend say ‘let me tell you about a marvelous flight i had with Ryan Air’)
Very few companies manage to be both fantastic and cheap – IKEA & South-West Airlines are two examples – both are exceptional in their categories.
But for most it is a choice about being Lido og Lidl. Delivering a fantastic experience or executing at a rock bottom bargain price.
What you do not what to happen is that you are caught in between, in the no-mans land of delivering an average product at an average price.
If you are not the best nor the cheapest… what are you then actually?
Frames are mental structures that shape the way we see the world. As a result, they shape the goals we seek, the plans we make, the way we act, and what counts as a good or bad outcome of our actions. In politics our frames shape our social policies and the institutions we form to carry out policies. To change our frames is to change all of this. Reframing is social change.
—George Lakoff
What are your frames? Have you ever thought about that?
Fair has got to be fair – a while back I posted a rant about looking after you core customers on this blog.
I have deleted it now. It is the least I can do. Because they other day I did something really stupid – it was so stupid that the result was that my AVIS car no longer functioned. I was 250k’s from home and had a heavy schedule ahead of me. I called AVIS and told them the story. The sweet lady on the phone told me not to worry, to leave the key with the car – get on with my meeting and she would have a new car with me within the next 2 hours.
WOW – I was so relived and so impressed – Thank you guys you saved my day you really did!
If you have not yet stumbled across the book The power of Pull – make sure to make a note to get you hands on a copy and READ it.
If you don’t believe me take a look at the article here in Forbes:
Today You Can Only Be A Leader By Creating Leaders
A few quotes :
Rather than using persuasion to get others to follow predefined programs, the new generation of leaders will use persuasion to help people more effectively draw out their own individual potential. The really effective leader will be one who can persuade emerging leaders to join forces toward common goals and develop faster than they could on their own
Leaders will no longer be defined by the number of followers they have, but rather by the number of other leaders they have cultivated and mobilized across institutional boundaries. That is a profound shift
The authors also have a blog at HBR where they have chunked the key points of the book into digestible size – read one entry before breakfast for a week and you will see things differently …
From the coolhunter:
The new D’Espresso on Madison Avenue (at 42nd) in New York has received more media attention than is generally awarded to a tiny coffee shop in this world of millions of new coffee shops.
The reason for the attention is the fun design by the Manhattan-based nemaworkshop, a team of designers and architects that has created numerous cool retail and hospitality concepts. Founder Anurag Nema took the idea of a coffee shop that looks like a library – giving a nod to the nearby New York Public Library’s Bryant park branch – and turned it on its side. The walls are not lined with books but the floors and ceiling are. Except that it is all an illusion, a life-size image of books printed on custom tiles. Pendant lighting does not hang from the ceiling; it sticks out from the walls.
See the photos here D’Espresso
Going through my notes in search of something else I found this. Short sweet and to the point it is the clearest resume of what we try to help companies create every day.
The impact of the service-profit chain
By Rebecca HydeWant to increase your profit and market share? Well, the first thing you need to do is forget about both – that’s according to The Harvard Business Review. A recent report from this eminent business school advises that in a service economy, customers and frontline workers should be your first priority.
No one disputes that profit margin and market share are crucial to the survival of your business, especially in the current climate, but the Harvard boys have got a point. To excel in a service industry your customers’ satisfaction must be your number one concern, hotly pursued by the happiness of your frontline workers. Sounds a bit too New Age for you? Then consider for a moment the lifetime value of a customer – add the value of repeat purchases of related products and referrals and now you’re getting the picture!
Few can dispute that happy staff are more productive, a fact which is fundamental when it comes to sales staff – who wants to deal with a surly customer services rep? Harvard’s research has directly linked employee satisfaction with customer satisfaction (OK, so it’s not rocket science…) and suddenly you can see the impact of the Service Profit Chain.
Customer loyalty, which only comes from “very satisfied” customers as opposed to merely “satisfied” customers, can do wonderful things to your bottom line. A 5% increase in customer loyalty can boost your profits by 25%-85! So how do you ensure that your customers remain very satisfied? By adding value, the cost of which will be more than covered by the increased profits they will produce. Adding value can be as simple as offering a watertight guarantee on your services or a simple after sales follow up call.
Employee loyalty drives productivity which drives value which drives your profit through the roof! Remember that by ensuring that your staff is nurtured and content you will not only gain an increase in immediate productivity, you are also less likely to lose staff. It’s common knowledge how much it costs to recruit staff but when you factor in the cost of lost revenue while you recruit and while your new employee begins his learning curve – you can see that investing time and energy in your staff is a profitable exercise!
Service workers are happiest when they are empowered to make their customers happy. This adds value to their job leaving both the employee and the customer satisfied which, as we know, will keep the CEO satisfied with his bottom line. By adding this responsibility to their role, frontline staff discover added depth to their work, keeping them interested in the challenge of their job longer.
We have spent a week in the Parc du Mercantour with a group of managers from diverse industries. We call it a Time-Out.
The concept is simple:
We all live busy hectic lives at full speed – but when do we get a chance to call a Time Out and reflect on what we are doing or even just think about if we are heading in the right direction.
The format is simple: Questions, dialog and reflection in nature. Healthy food, tons of fresh air and a bunch of delightful people.
Did I mention our coach?
In my mind a coach is someone who helps you reach your own conclusions – someone who will help you to gain those elusive insights on your self.
Well, this mountain is an expert coach – i promise you.
… and the lunch breaks were not to bad either ;-)
” Act alway as if the future of the Universe depended on what you did, while laughing at yourself for thinking that what ever you do makes any difference”