Articles Tagged with 'customer'

A Look Ahead with Bob Trunzo

December 26, 2013
‘When you listen to your customer you do the right thing.’ READ MORE

The Art and Science of Follow-Up Calls

September 16, 2013
Successful follow-up requires careful planning and attention to detail. READ MORE

Make Members’ (Financial) Dreams Come True

September 09, 2013
When it comes to fostering a sales and service culture, who better to study than the Walt Disney Company? READ MORE

The Top 10 Service Trends of the Future

March 20, 2013
Savvy managers of frontline service providers will incorporate these trends in their strategies for member interactions. READ MORE

Seven Marketing Metrics Worth Obsessing Over

February 04, 2013
Everyone wants more leads, but the gold is in converting more leads to customers. READ MORE

CUs Must Speak With One Voice to a New Generation

October 19, 2012
For Gen Y, customer service no longer is king—it’s third to technology and convenience. READ MORE

Social Engineers Target Service Staff

September 26, 2012
High-tech countermeasures do little to prevent a CU’s employees from succumbing to social engineering. READ MORE

Peters: It’s Good to be the Little Guy

May 17, 2012
“I tell retailers if you’re local and you can’t beat the hell out of Walmart, there’s something wrong with you.” READ MORE

Financial Services Undergoing ‘Secular Shift’

March 01, 2012
The financial services industry is transitioning from a high-margin business to a low-margin undertaking. READ MORE

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Great article! Unfortunately, most employees don’t feel valued or appreciated by their supervisors or employers. In fact, research has shown that the predominant reason team members quit their jobs is because they don’t feel valued. This is in spite of the fact that employee recognition programs have proliferated in the workplace – over 90% of all organizations in the U.S. has some form of employee recognition activities in place. But most employee recognition programs are viewed with skepticism and cynicism – because they aren’t viewed as being genuine in their communication of appreciation. Getting the “employee of the month” award, receiving a certificate of recognition, or a “Way to go, team!” email just don’t get the job done. How do you communicate authentic appreciation? We have found people have different ways that they want to be shown appreciation, and if you don’t communicate in the language of appreciation important to them, you essentially “miss the mark”. Additionally, employees need to receive recognition more than once a year at their performance review. Otherwise, they view the praise as “going through the motions”. A third component of authentic appreciation is that the communication has to be about them personally – not the department, not their group, but something they did. Finally, they have to believe that you mean what you say. How you treat them has to match the words you use. If you are not sure how your team members want to be shown appreciation, the Motivating By Appreciation Inventory (www.appreciationatwork.com/assess) will identify the language of appreciation and specific actions preferred by each employee. You then can create a group profile for your team, so everyone knows how to encourage one another. Remember, employees want to know that they are valued for what they contribute to the success of the organization. And communicating authentic appreciation in the ways they desire it can make the difference between keeping your quality team members or having a negative work environment that everyone wants to leave. Paul White, Ph.D., is the co-author of The 5 Languages of Appreciation in the Workplace with Dr. Gary Chapman.

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