Making An IMPACT In The Midst Of Change!

FRONTOne of the most important factors of any position I consider today is… my ability to make an IMPACT. Here’s why…

In today’s job market, organizational changes are inevitable and are the new normal for big and small companies alike. Long gone are the days where people can stay in a single role/position at a company for 30+ years waiting and longing for retirement. Today’s market is much more fluid; with ongoing acquisitions, re-orgs, organizational changes, reporting changes, etc.; and therefore ongoing changes are a part of today’s reality.In this very fluid market; regardless of roles, titles, & responsibilities; IMPACT is the most important contribution an employee can bring.

Don’t get me wrong, I am not talking about being a short time transient worker that doesn’t have any tenure within a company. I am simply talking about being fluid and flexible enough to traverse the landscape as changes come. This type of tenacity is pivotal as it helps you to quickly adapt and identify your ability to create a positive impact in your new reality, leads to an immeasurable amount of job satisfaction, and shows your employer you can be trusted as a leader to adapt in the midst of change.

So, if you find yourself in the midst of change… I encourage you to spend very little time reminiscing and being tethered to the past… instead push past all the distractions, focus on what is in front of you, and start proactively seeking out areas that you can make an impact now!

Be A Transformation Agent

original_the-secret-of-change-is-to-wall-stickerIt is a well documented fact that most people are not very fond of change and avoid it whenever possible out of fear, but as much as people dislike and fear change, they practically abhor the thought of transformation because it goes against the basic human instinct to want to protect, defend, and preserve what it already in existence.

Driving transformation is different than simply driving change because true transformation requires more than incremental repackaging of the old… it requires being willing to evaluate the current state, being willing to start over from scratch if necessary, and charting a course to the preferred future. True transformation cannot happen unless there is a willingness to do whatever is needed to be successful… that means that nothing (or at least very little) is sacred.

I have worked for large corporation and small startups and although there are numerous differences in these companies… there is a commonality on wanting to rely on what has already been done, rather than what could be. I have heard “but we have always done it this way” more times than I care to remember and I have had to have those difficult conversations to help move people from their embattled positions… to being willing to entertain how transformation could actually improve things.

The bottom line is… I don’t want to be satisfied by just being a change agent… I want to be a transformation agent!

If you want some steps to begin a transformational work. Here is a  link to one of our other posts Getting Back To Basics

The Inner Workings of EMC…

Recently there have been numerous rumors flying around about EMC… shocking… there always is! The danger of any type of speculation (a theory or conjecture without firm evidence) is that it distracts you from the present… and as the 2014 Superbowl Champion Seattle Seahawks Quarterback Russell Wilson says… “There’s no time to sleep!”… Well, theres no time to be distracted either!

I have worked at EMC for six years and have been responsible for managing the global Customer Loyalty programs for one of our largest divisions. I have worked with dozens of high ranking executives and hundreds of managers, teams, and individuals. Do you want some insider information on EMC? Do you want to know the inner workings of EMC and what makes us tick? Well, it is really quite simple, it’s called TOTAL CUSTOMER EXPERIENCE.

EMC’s Total Customer Experience is a companywide program committed to consistently exceeding customer and partner expectations as they engage, enable, and evolve with us. I can personally attest that our employees are passionate about the customer experience and find ways every day to go above and beyond to ensure that we are investing in areas that matter most to our customers.

On Tuesday, October 7, 2014, our company will hold celebrations around the world in observance of what we are calling the Total Customer Experience Day, a special occasion to reinforce our commitment to providing customers and partners with the very best experience in our industry. The day will include 10+ onsite events at EMC offices in 7 countries, as well as a virtual celebration with an interactive online discussion.

DURING THIS EVENT YOU WILL:

  • Hear from customers on their end-to-end EMC experience
  • Learn about EMC’s holistic approach tomeasure and act on customer feedback
  • Hear from passionate employees and leaders about why they are committed to the customer experience
  • Tour the brand new Experience Analytics Showcase—an interactive demo that highlights diverse aspects of the customer experience and will be available to everyone on emc.com on October 7th!
  • Ask technical experts your questions during a live Q&A session

We hope you will join us!
https://community.emc.com/docs/DOC-38953

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The New Game Of Telephone!

It has never been more important than now to have a very well planned and executed Customer Loyalty Program. Customer Loyalty has always been important because we naturally want to share our stories and experiences with one another… it goes back to that fundamental desire for us to be known by others.

We have more and more ways to communicate and share our stories with others. It is no longer a select few people who have a voice beyond just their family and friends… now the whole world has access to our stories in many cases.

I am “relatively new” to the social media space over the last five years and I personally have:

  • 565 friends on Facebook
  • 600+ Connections on LinkedIn
  • 184 followers on Twitter
  • … and a couple of hundred subscribers on each of my two blogs

That is nearly 1800 “quantifiable” people who I have access to hear my stories about the good and bad experiences I am having with products, services, and companies… but anyone can read my tweets and read my blogs so it is actually much larger than that!

So, in a world that is more and more interconnected we never know who we are making loyal or disloyal. The lowly system administrator (so says the former technical geek) may also be a very successful social media guru and have over a million people they can reach with their stories. If you are not creating a place for EVERYONE to share broadly about why they are loyal or disloyal to your company…you are running a high risk of missing a vital opportunity to turn around those disloyal customers.

Loyalty study objectives should be:

  • Give every single customer a voice
  • Measure loyalty (statistical and anecdotal)
  • Find out what things to improve/change to increase customer loyalty (continuous improvement)
  • Leverage extremely loyal customers (references, etc)
  • Turn experiences around for disloyal customers