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September 29, 2014 / Articles We Like

On "Why Most Company Strategic Plans Fail"

Leaders have a tough job when it comes to strategy. From honing strategic thinking skills to stay ahead of the competition to successfully integrating strategy into daily operations, it seems as if the best strategic plans are likely to fail.  And that’s why we share this Forbes article.

Why Most Company Strategic Plans Fail, by Greg Bustin, a strategic planning consultant, highlights the top four common flaws he’s encountered, which get in the way of strategic success for most companies. We’d have to agree. Read the article to see if any sound familiar.

What’s getting in the way of your company’s strategic success?

Comment below! Or pose a question via Ask Mariposa.

 

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September 29th, 2014|Categories: Articles We Like|
September 26, 2014 / Book Reviews

Book Review | Customer Experience 3.0

customerexp30Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
By John A. Goodman

Head: (5 out of 5)
Heart: (3 out of 5)
Leadership Applicability: (4 out of 5)

A top notch customer experience relies on more than providing great customer service. Customer experience management involves the entire company, setting and managing customer expectations from end-to-end and removing barriers along the way.  Companies also need to be able to quantify their customer experience strategy because as the author likes to cite, if you cannot measure it, you cannot manage it.  This book addresses all of this and more.

The content of Customer Experience 3.0 delivers a framework and strategies for creating a successful end-to-end customer experience:

  1. Meet reasonable customer expectations the first time and warn of product limitations.
  2. Make communication channels effortless for customers who want help.
  3. Empower employees to handle customer service issues and allow them to emotionally connect.
  4. Build a full lifecycle Voice of the Customer (VOC) process, with financial analysis.

This book is based on decades of research by the author, John A. Goodman, one of the original pioneers of the customer experience industry. This practical guide addresses many service, marketing and technology myths and offers tips on using the best tools available to enhance the customer experience. Leaders interested in understanding how to create a successful end-to-end customer experience that can be measured and quantified will want to read this book.   Buy it now.

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September 22, 2014 / Wise Talk Teleconference

Customer Experience 3.0

WISE TALK October 2014: Sue Bethanis hosts John A. Goodman, Vice Chairman of Customer Care Measurement & Consulting, a customer experience researcher, innovator, and entrepreneur, and author of Strategic Customer Service and Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service.

John discusses why companies need to do more than provide great customer service, how technology can be used to improve your customer experience, and how to build a culture of empowerment and emotional connection. As his roots were in engineering, John will also provide tips to help you understand how to measure and quantify any customer experience strategy.

Follow him on Twitter: @jgoodman888

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September 22nd, 2014|Categories: Wise Talk Teleconference|
September 12, 2014 / Coaching Skills / Influencing Skills

“Can you help him have executive presence?”

execpreseAs coaches, we receive this request frequently.  And most often, when we ask our clients to describe what they mean, it’s clear that executive presence is one of the least defined leadership qualities.  We know what it looks like in action, but it can be hard to describe and the definition of executive presence can shift a bit from company to company, depending on the culture.  Yet, executive presence is a critical quality for successful leadership in any company.

In a previous post, we mentioned the importance of observing other leaders who are advancing and attempting to define what sets them apart from their accomplishments.  As a place to start, this helps put your company’s leader profile into focus, and from there you can begin to deduce the intangible leadership traits and behaviors that will make you more effective and fast track your success.  Likely, your observations will fall into one of these categories:

  • Confidence:  Confidence can be communicated via body language or the way you talk.  But it’s also about sharing your point of view, regardless of the audience.
  • Courage:  Leaders who have courage stand up for what they believe in, and take a well-measured risk to initiate and drive change.
  • Credibility:  Credibility is living up to commitments and walking the talk. It’s also about appearance and “looking the part.” (see leader profile comment above).
  • Connection:  Effective leaders achieve results through the strength of their relationships up, down and across the organization. By actively listening to their colleagues, they let them know they care and are supportive of their peers and direct reports.  Emotional intelligence plays a role in establishing connection with others, as does empathy.
  • Clarity/Crispness:   The ability to communicate complex information so it is easily understood by others is an important leadership quality.  Crispness is also about getting to the point quickly and avoiding unnecessary details unless asked.
  • Calmness:  During a crisis, who would you likely follow:  an even-keeled leader or one who emits panic and stress?  Calmness when in the midst of a storm communicates trust.

Try defining your company’s leader profile and then on a scale of 1 (low competence) – 7 (high competence) assess yourself in each category.  Then, create a plan.

What actions do you need to take to increase your Executive Presence?

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September 4, 2014 / Coaching Skills

How to Exert Power With Integrity

Like it or not, workplace politics are a part of executive life.  Politics are about power and influence, and using either to get things done.  Some politics can be useful, if for example, the end result benefits the organization.  But other times, power and influence can be used to serve personal agendas, often at the expense of others, or even the organization itself.   So how to exert power with integrity?

Power can be broken down into two levers: power of ideas and power in a person.  A politically savvy executive knows when to use either.

“Power of Ideas” is the least political approach to getting what you want and is characterized by these qualities:

  • Prefers power through substance over use of position:  Demonstrates a passion for and focus on ideas and results.
  • Values feedback and learning:  Genuinely seeks feedback, and doesn’t punish the mistakes of others.
  • Does the right thing:  Models integrity, has an unwavering moral compass, and puts the team and company before self-interest.
  • Makes agendas known:  Agendas are known to others.  Trusts in the good faith of others.
  • Believes in meritocracy-based decisions:  Good work will be rewarded.  Promotes others for work reasons vs. friendship.
  • Lets results and ideas speak for themselves:  Does not hard-sell strengths.  Keeps head down.  Acts with humility.

In contrast, flexing the “Power of Person” is a more political approach:

  • Prefers to use positional power over substance:  Actively studies who is powerful, aligns with those people and uses position power for good.
  • Focuses on image and perception:  Aware of others’ perceptions and strategizes to improve his or her reputation.  Excels at “presenting and packaging”, selling the self.
  • Does what works:  Pursues what is possible with a can-do spirit, compromises as needed and can work the system.
  • Keeps agendas private:  Has strategic, prudent agendas and exerts verbal discipline and caution.
  • Believes in relationship-based decisions:  Stresses loyalty and strong alliances.
  • Self-promotes:  Boldly sells ideas and self, and confidently shares strengths.

Both of these approaches to workplace politics can be effective.  The trick is being conscious of the entire political landscape and deciding when it would be more beneficial to use “Power of Ideas” or “Power of Person” for career success.

Want to know more about office politics?  We recommend:

Survival of the Saavy:  High Integrity Political Tactics for Career and Company Success by Rick Brandon, Ph.D. and Marty Seldman, Ph.D.

In what scenarios do you flex Power of Ideas or Power of Person?

Comment below! Or pose a question via Ask Mariposa.

 

 

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September 4th, 2014|Categories: Coaching Skills|
September 1, 2014 / Press Releases

Mariposa Leadership, Inc. Hosts One of the Top Customer Experience Influencers of 2014, Annette Franz

Annette Franz, a recognized expert, thought leader and influencer in the field of customer experience management, will be interviewed by Sue Bethanis, CEO/Founder of Mariposa Leadership, on the popular Wise Talk Leadership Forum for executives on September 22, 2014.

San Francisco, CA – September 1, 2014 – Mariposa Leadership, Inc. is pleased to announce that Annette Franz, Director, VOC Consulting at Confirmit, and author of the customer experience blog, CX Journey, will be a guest on Wise Talk, a popular monthly leadership forum for technology executives, on September 22, 2014 at 12pm PT/3pm ET.

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September 1st, 2014|Categories: Press Releases|
/ Articles We Like

Article Review | "CEM Toolbox: Employee Experience"

cx journey“CEM Toolbox: Employee Experience”

By Annette Franz

Head: (4 out of 5)
Heart: (4 out of 5)
Leadership Applicability: (3 out of 5)

Hear the term “customer experience,” and customers are usually the first to come to mind. However, employees are the other part of the equation, and their experience as employees can make or break the success of your customer experience strategy.

In this article, Annette Franz, a recognized customer experience management expert, thought leader and influencer, outlines why the employee experience should be in every customer experience professional’s toolkit.  The answer is simple: the spillover effect.  The employee experience drives the customer experience.  In other words, a happy employee is more likely to go the extra mile to delight your customers!

The article outlines different ways companies can ensure a great employee experience, as well as tools to use for each:

  • Hire the right people
  • Provide a clear line of sight to the customer
  • Plot the employee lifecycle and map the employee journey
  • Gather feedback from your employees, both solicited and unsolicited
  • Empower employees by unleashing ownership and accountability
  • Show appreciation, recognize greatness

Leaders looking for tips to improve the employee experience should read this article.  Read it now.

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September 1st, 2014|Categories: Articles We Like|