Frontline Leadership TRENDStag:typepad.com,2003:weblog-2286122009-04-18T17:55:17-05:00
This blog is devoted to leadership tips, lessons and ideas that anyone can use to engage a group of people by involving their hearts and minds through daily activities.
"If you give an associate customer feedback, you focus them for a day. If you teach an
associate how-to "ask" for customer feedback, you focus them for a lifetime!"
TypePadWhat every group leader needs to know about engaging employees--involving people with their hearts and minds tag:typepad.com,2003:post-656952132009-04-18T17:55:17-05:002009-04-18T17:55:17-05:00The following points are a result of five years of research to understand the actions which any group leader (or line manager) can take to help people (members, beneficiaries, and stakeholders) become self-motivated, passionate, enthusiastic, and expert in the groups...ThankingCustomers.comWhat every group leader needs to know about engaging employees--involving people with their hearts and minds tag:typepad.com,2003:post-524798622009-02-09T21:11:00-06:002009-02-09T21:11:00-06:00The following points are a result of five years of research to understand the actions which any group leader (or line manager) can take to help people (members, beneficiaries, and stakeholders) become self-motivated, passionate, enthusiastic, and expert in the groups efforts and objectives. In an enterprise this may be called employee engagement, and the beneficiaries are customers, but these points also apply to leading groups in education, civic, government, religious, and family.ThankingCustomers.com6 Principles of Frontline Leadership tag:typepad.com,2003:post-144670772009-02-05T00:17:00-06:002009-02-05T00:17:00-06:006 Principles of Frontline Leadership to Motivate-Inspire-Involve any Group or Team Six principles for winning the hearts and minds of members of any group or team: Recognition Participation Reflection Involvement Dialogue Appreciation Leading these principles using the practice's process of...ThankingCustomers.comRetaining Customers Who Have Concernstag:typepad.com,2003:post-145190042009-02-04T00:34:00-06:002009-04-05T14:49:41-05:00A 'Model' for Customer Retention -- Building long-term Customer Focus from the Frontlines WOW! Customers -- A Great Start How-to WOW! Customers Who Bring Concerns or Complaints to Your Service Team Service teams, beginning with their leaders, must recognize that,...ThankingCustomers.comJohn Byrne on developing managerstag:typepad.com,2003:post-148175402009-02-03T14:25:00-06:002009-02-03T14:25:00-06:00As Editor of both "Fast Company" and now "Business Week" Magazines John Byrne has become one of the most astute observers on today's business scene.ThankingCustomers.comAdopting a Learning Attitudetag:typepad.com,2003:post-318082622009-02-02T13:31:00-06:002009-02-02T13:31:00-06:00The importance of learning can never be underestimated for without learning you cannot continue development, betterment, or challenge either as a group or individual.
ThankingCustomers.comFull Engagement and Happinesstag:typepad.com,2003:post-112360212009-01-30T11:05:00-06:002009-01-30T11:05:00-06:00Becoming fully involved with heart and mind is described by Mihaly Csikszentmihalyi as "Flow" Mihaly Csikszentmihalyi describing "Flow" Search Inside the book Flow: The Psychology of Optimal ExperienceThankingCustomers.comHow Customers Thinktag:typepad.com,2003:post-144658212009-01-28T21:56:00-06:002009-04-05T09:54:03-05:00We recommend the book "How Customers Think" by Gerald Zaltman, published by Harvard Business School Press (left click on graphic to read quote) The book addresses the new paradigm for Marketing of an integrated Mind-Brain-Body-Society between managers and customers. While...ThankingCustomers.comThe Benefits of Leading Without Authoritytag:typepad.com,2003:post-67903572009-01-27T17:31:00-06:002009-01-27T17:31:00-06:00A concept presented well some years ago by Ronald A. Heifetz in his book Leadership Without Easy Answers. When discussing leading without authority, Heifetz notes that leadership means engaging people to make progress on the adaptive problems they face. Because...ThankingCustomers.comThe Next Generation of Customer Management? Customer Experience Managementtag:typepad.com,2003:post-112694042009-01-26T22:00:00-06:002009-01-26T22:00:00-06:00Bob Thompson, the founder of CRMGuru.com published this article online. Everyone who leads a group in providing customers with products and/or services would be well advised to read it. Bob asks an important question......"why doesn't CRM improve customer relationships from...ThankingCustomers.com