glenn price - how extraordinary leaders drive customer loyalty (#execln event)

©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP

GLENN PRICESENIOR VICE PRESIDENTTELETECH CONSULTING


LOYAL BECAUSE OF THE

RELATIONSHIP


CONSUMERS ARE GETTING MORE

PROMISCUOUS


YOU CANNOT INCENTIVISE OR BRIBE

TRUE LOYALTY


MOST ORGANISATIONS

Enable & Execute

Set Direction

it was clear that most organisations tend to jump straight from strategy to execution …


MISS VITAL COMPONENTS OF FOCUS

Enable & Execute

Set Direction

… and in doing so missed vital components of exceptional execution and high performance

Engage & Excite

Sustain Momentum

The missing piece is engaging and exciting

people prior to executing.

Then the execution sticks as people are receptive to focus areas identified in

your strategy.

Sustaining this change is vital. The

goal isn’t the creation of a plan, it’s the results obtained.


AS CX LEADERS WE NEED A STRATEGY

FOR OUR STRATEGY


DRIVERS OF CX EXECUTIONVision

Strategy

Assessment

Believability

Desirability

Action Roadmap

Capability Development

Process & Technology

Energy & Visibility

Accountability

Cre

ate

Con

text

Driv

e P

erfo

rman

ce

SetDirection

Engage& Excite

Enable &Execute

SustainMomentum

Rat

iona

lR

atio

nal

Em

otio

nal

Em

otio

nal

Communication

Continuous Improvement

The 12 baseline leadership activities that position you & your organisation to move from strategy creation to realisation as quickly as possible.

In other words execution & engagement.



Strategy

Assessment

Believability

Desirability

Action Roadmap



Energy & Visibility

Accountability

Cre

ate

Con

text

Driv

e P

erfo

rman

ce

SetDirection

Engage& Excite

Enable &Execute

SustainMomentum

Rat

iona

lR

atio

nal

Em

otio

nal

Em

otio

nal

Communication


COMMITMENT TO THE CUSTOMER

VISION FOCUSALIGNMENT



Strategy

Assessment

Believability

Desirability

Action Roadmap



Energy & Visibility

Accountability

Cre

ate

Con

text

Driv

e P

erfo

rman

ce

SetDirection

Engage& Excite

Enable &Execute

SustainMomentum

Rat

iona

lR

atio

nal

Em

otio

nal

Em

otio

nal

Communication


EMPLOYEE LOYALTY

ADVOCACY EXTRAEFFORT

LOYALTY



Strategy

Assessment

Believability

Desirability

Action Roadmap



Energy & Visibility

Accountability

Cre

ate

Con

text

Driv

e P

erfo

rman

ce

SetDirection

Engage& Excite

Enable &Execute

SustainMomentum

Rat

iona

lR

atio

nal

Em

otio

nal

Em

otio

nal

Communication


RIGHT PEOPLERIGHT SKILLSET & MINDSET

USING THE RIGHT TECHNOLOGYIN THE RIGHT WAY

PRIORITISEDACTIONS

SKILLSET &MINDSET

PROCESS &TECH

REFRESH



Strategy

Assessment

Believability

Desirability

Action Roadmap



Energy & Visibility

Accountability

Cre

ate

Con

text

Driv

e P

erfo

rman

ce

SetDirection

Engage& Excite

Enable &Execute

SustainMomentum

Rat

iona

lR

atio

nal

Em

otio

nal

Em

otio

nal

Communication


EFFECTIVE ROI & A STRONGER BRAND

RELATIONSHIP

MEASURE &MANAGE INNOVATION

WINLEARN

CHANGE


CUSTOMER LOYALTY IS DRIVEN BY

EMPLOYEE LOYALTY


LOYALTY REQUIRES A RELATIONSHIP.WE ARE PROMISCIOUS.

YOU CANNOT BRIBE TRUE LOYALTY.CUSTOMER LOYALTY IS DRIVEN BY EMPLOYEE LOYALTY.

AND THAT IS DRIVEN BY YOU.

SO MAYBE YOUR STRATEGY NEEDS A STRATEGY.


GLENN PRICESENIOR VICE PRESIDENTTELETECH CONSULTING