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!

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

TCE-Day-Image_Banner

Can Customer Loyalty be Cyclical?

Do you think Customer Loyalty can be cyclical?

Definition of cyclical: A group of events that happen in a particular order, one following the other, and which are often repeated”.

My wife and I are loyal customers of our monthly maid service because the same 2 ladies come each time and they have always provided excellent service. They are friendly, fast, and our house looks and smells clean when they are done. We have been with this service for about a year now and so this is our first Christmas season with them.

They have done such a great job each month that we decided to give them a small Christmas Bonus as a thank you… They were very appreciative and left smiling ear to ear… this got me thinking… If I give my maids a Christmas bonus for their excellent service throughout the year… does that make them even more loyal to me as their customer and therefore they do even a better job or at least continue to provide the great service that made me a loyal customer to begin with? I believe it can! I believe that Customer Loyalty can be cyclical because encouragement and affirmation are lost art forms in the world today… we are so used to negative reinforcement, complaints, and dissatisfaction…not encouragement and positive affirmation when things go right.

I have to admit I am a pretty hard customer to please… mostly because I expect people to care about the service they are giving. I have asked for a manager many times in my life to complain about bad service, but I also cannot count the number of times I have asked for a manager because I want to give them some positive feedback about my experience… the response is always the same… The employee looks at me with a horrifically concerned look in their eyes and then goes to look for the manager… and then the manager comes over with the same horrific look, but trying to hide it through a fake smile. I always try to eliminate the pain as quickly as possible by telling them “I wanted to tell you what a great job your team is doing”… and then go on to affirm them with what their employee(s) did to impress me with their service. They always seem so shocked to hear the positive feedback, but they seem even more appreciative that someone would take the time to provide the positive feedback!

We so often think people must know how we feel about them and therefore we can miss out on this important way to use the power of our tongue to encourage and affirm those around us, especially those serving us in our day to day lives… I once heard someone say “Catch someone doing something right, and tell him about it!  Better yet, tell him about it in front of others!”

Let us make ENCOURAGEMENT and AFFIRMATION a goal this holiday season… If we are open to it… I am sure we will have plenty of opportunity! … and who knows we might even be starting our own loyalty cycle!

Chris Antonelli
FantasticFailures.com #fantasticfailures