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Cultural Transformation Next Steps after Executive engagement (2-days with 19 cultural blueprints)

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Traditional blueprint assignments:

Leaders: CEO, Human Resources, Labor Relations, Employee Relations; one of these four owns total responsibility.

Employees: HR & Marketing (Employment, Training & Development, Communications, Recognition)

Customers: CCO (Chief Customer Officer), HR (Orientation, OJT, Ongoing Training)

Reputation: HR (Training) Marketing & PR (Communications)

Improve: CEO, HR, Marketing

Notes:
We started with senior leadership because you are the most connected and experienced with the organization’s strategy. You know things no other levels know.

Recommend creating a corporate Historian (including video/photo library) to work with and assist all other areas to make key links and connections to the founder’s story, heritage & traditions, traits and behaviors, language and symbols, and shared values.

The most natural things to feel about uncharted territory: doubt, fear, anxiety, confusion, excitement, joy, relief, hope, motivation.

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CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)

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9. (Wow) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.

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jeff noel’s Disney Customer Service Basics Will Challenge You

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Who pushes you and your organization to do your best work?

Does overwhelm and urgency drive most of your days?

Are you satisfied with your cultural and personal customer service framework?

Do most days feel like you’re playing whack-a-mole on a corporate scale?

If you cleared your calendar from distraction for an entire day, what would you focus on and why?

If you could wave a Magic Wand, it would provide the corporate architecture for building better answers.

Jeff’s four world-class customer service basics provide a brilliantly simple blueprint for better days, better outcomes, and better health – organizationally and personally.

Customer Service Basics

What’s the foundational difference between meeting expectations versus exceeding expecations?

What’s the remarkable difference between knowing your customers versus understanding your customers?

What’s the key to creating employee commitment to freely and willingly giving discretionary effort all day, every day?

What is the hallmark of world-class customer service?

Jeff’s customer service architecture provides the transformational template for organizational and personal vibrancy.

Every employee, at every level, in every company will walk away equipped with catalytic customer service DNA to solve their unsolvables.

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Great Customer Service Categorically Changes Everything.

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Do you want to lead the category or do you want to become the category?

After you read the next sentence, ask yourself what your organization (or you if you can’t influence an entire company) would have to do differently to have your customers and employees feeling it, talking about it, and loving it?

Be the category.

Imagine being a category of one.

No one else does what you do in the way you do it and your customers (and employees) love you for it.

Great customer service categorically changes everything.

Yes or no?

Please remember we aren’t talking about good and very good customer service. At Disney we have a saying, “Good and very good aren’t good enough.”

Be the category.

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How Does Disney Serve?

The harsh reality is that satisfaction is dangerous.

At Disney, we are never satisfied.

Every day, all day, we are focused on exceeding expectations at every customer and employee touch point.

Sound like your organization?

Never satisfied?

Never.

Satisfied.

A world-class customer service framework must set a standard so high, it literally guarantees competitive immunity.

Think about it and imagine your customer service framework being intentional and relentless about clearly outdistancing your competition.

Now imagine aiming for solid customer “satisfaction” scores on your surveys.

Satisfaction is not the goal.

Exceeding expectations is the goal.

World-class customer service is the goal.

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