Below is an exerpt from my book “Billionaire in Training.” This is a sample of the teachings that I gave at Prairie Meadows on Wednesday, October 24.
So often I meet people who think they’re in business for themselves, and yet by my definition, they’re not. Let me explain. read more
Information: At this first stage being information the entrepreneur needs education in his choice area or interest. “Education” is a broad term that can have many meanings, but it is generally defined as the process of learning and acquiring information.
Entrepreneurship is a system of being self-employ with no breakdown as being condition with the problem, situation or challenges of unemployment in a given system. An entrepreneur is an agent of change.
Your brand may have the best products, the best pricing and the most data, but if you aren’t engaging and empowering your people, you’re still operating at a competitive loss.
According to the most recent Gallup State of the American Workplace report, “when organizations successfully engage both their employees and their customers they experience a 240% boost in performance-related business outcomes compared to an organization with neither engaged employees, nor engaged customers.” Gallup notes that the moment an engaged employee connects emotionally with a customer, “it’s a source of untapped power that has profound implications for a company’s productivity and profitability.”
But unfortunately, according to the same report, 70% of American workers say they’re either “not engaged” or are “actively disengaged” at work, and the cost is extremely high. Median differences between brands in the top quarter of employee engagement versus the bottom quarter showed a:
On a similar, many employees are not empowered to engage customers:
Engage Your Employees to Engage the Customer
When employees make contact with your customers or potential ones, says Gallup, they should give meaning and dimension to your company’s brand promise. And whether it’s IT, billing, marketing, sales or support, all employees should view themselves as customer service representatives. They should know the company’s brand promise, how it relates to the customer experience, and be empowered to deliver on it at every turn.
Bruce Temkin, Managing Partner of the Temkin Group and Co-founder of the Customer Experience Professionals Association, notes that there are three key components of the customer experience:
3 Traits of a Great Customer Service Representative
In relation to the above, there are three traits that make for a great customer service representative:
While some great customer service representatives were born for the job, many more great customer service representatives can be made through increased empowerment. Is it worth the internal investment? Absolutely. Forrester Research notes that just a 10% improvement in an enterprise company’s customer experience score can translate into more than $1 billion in increased revenue.
Facilitate greatness and increased employee and customer engagement. Customers are more empowered than ever. Your customer service representatives should be, too.