Apr 26 2012

Supreme Customer Loyalty

Category: Customer relationships — Stefan Kazakis @ 10:50 am

In this next series of articles we’re going to look at how to shift customer satisfaction to supreme customer loyalty.

“Satisfaction Guaranteed or your Money Refunded”. Recognise this? It’s one of the first advertising slogans of the modern age. Written in 1869 to promote Eaton’s department store in Toronto, Canada.

At that time, the slogan had a huge impact. Today – we’ve seen it a thousand times. Number one – it’s so familiar it’s almost invisible. Number two – do you really believe it? Number three – it simply isn’t enough.

Having satisfied customers should be the LEAST of your customer service goals. A satisfied customer was content with your service. They enjoyed your product. End of story. Next time around they may remember you or they may not. You will slip into the category of many satisfying but unmemorable consumer interactions all of us experience dozens of times a day.

If a customer has bought from you once, how do you ensure they come back?

It’s one of the biggest challenges any business faces. Especially in today’s market over saturated with choice.

 

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Apr 24 2012

Create the foundations of a great team

Category: Cutlure — Stefan Kazakis @ 8:14 am

This is the last post relating to culture inside your business.

  1. People need to be appreciated.
  2. Staff members need to know that they’re making a difference and that their contribution is very noticeable and relevant. Try and catch them doing something great! The problem many businesses have is disinterested employees, as we don’t know how to encourage and grow them.
  3. Our people and TEAM is #1 and they will look after everything. Call it Tight ‘Rules of the Game’. Good is great and bad is fixable once.
  4. The foundation is the people. It is embedded in the Culture and it starts with the Leader.

Implement strong core values, create a powerful culture and enjoy seeing both your people and your business rise up during challenging times.

 

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Apr 23 2012

Foster these attributes of a great work culture

Category: Business Success,Cutlure — Stefan Kazakis @ 8:14 am

Have you been enjoying this series of culture inside your business?  Here are some great attributes.

  1.  High Performance Challenge ( when was the last time you put a challenge & stretched the team?)
  2. A Bias for Excellence ( the elimination of exceptions, our habits are excellent we are habitual so create a culture of excellence.)
  3. A Bias for Solutions (solution focused)
  4. A Bias for Urgency (don’t leave to tomorrow what you can do today)
  5. A Bias for ‘Self Monitor’ assessment (people are self correcting ,if provided this landscape, attitude determines altitude)
  6. A Bias for Accountability (A commitment we make to ourselves should be as sacred as the commitment we make to others)
  7. A Bias for Transparency (what you see is what you get, integrity, trust, honesty)
  8. Do the RIGHT thing (if you need to question ‘Right’ then it’s not ‘Right’)

 

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Apr 20 2012

Give people the liberty to speak about the rules

Category: Cutlure,Teamwork — Stefan Kazakis @ 8:11 am

The greatest core value in a business is ‘freedom of speech’. This is the opportunity to engage in open and honest communication without the fear of persecution. One way that I have coached many businesses in this area is to establish weekly ‘WIFLE’ sessions (What I Feel Like Expressing) in which team members have uninterrupted time to speak their thoughts without fear of recrimination. This is a very powerful safety release valve that works very well indeed.

The right core values and culture will help you achieve extraordinary results. The people you work with can be more effective if you create an environment where each helps each other create synergy. Not only does this create a positive (and productive) working environment, it is essential for you as a leader. Without the people who can run your business you’ll trap yourself in the business forever.

 

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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For more information about Stefan's services and coaching programs please visit his website

Apr 19 2012

People perform better when they know what is expected of them

Category: Cutlure,Strategies,Teamwork — Stefan Kazakis @ 8:09 am

As you move forward discovering and bringing alive your core values, remember this is no different than teaching your three year old right from wrong. Young, old or in-between people need to know what is expected of them and what the targets are that they’re supposed to be hitting.

Your employees need to understand how they can conduct themselves to please you and your customers. They appreciate a reminder when they have missed the mark and understand with clarity where they can improve. And they want to know the rules aren’t a moving target or prone to selective enforcement (the importance of consistency).

Your core values will do all of that for you, if you take the time to find out WHAT they are and HOW you can make best use of them.

 

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

Please feel free to share this blog with your closest friends


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For more information about Stefan's services and coaching programs please visit his website

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