While December is a time for reflection, January is a time for ACTION. Like many of you, I’m reflecting on the amazing people and companies I’ve met throughout 2016, and getting excited for new projects and opportunities in 2017. Simply put, I’m floored by the desire organizations have to revamp their customer experience and start focusing on what matters most: the employees and their customers.
My time spent with the Walt Disney Company showed me that financial freedom results from an unwavering commitment to the customer. As a result, the processes and theories we’ve created at Donnelly Effect stem from Disney’s unprecedented success.
I can’t wait to continue inspiring organizations to create customer loyalty and WORK HAPPY. As you and your team create resolutions for 2017, here are a few things you might consider:
Theory vs. Action
One of the greatest obstacles inspired organizations face is actually committing to reform in the days following our workshops. We recommend an emphasis on action, rather than theory-more on doing it and supporting it day in and day out.
For example, it’s not enough for US Postal Service to say they’ll deliver your packages on time and in the right location (although we seriously wish they would!), they must actually do it! Our consumer perception of them won’t change until we start seeing our Amazon boxes on our doorstep…on time, every time. Similarly, your employees won’t stay loyal to a manager who promises a better return procedure but never delivers a better method.
After our facilitators have left and your workshop materials are tucked in their folder, how will you carry the inspiration you felt during that session back to your team and into the future? In 2017, our challenge for you and your corporation is to have a ‘bias toward action’. Focus on outcomes your employees can latch on to and ones that will delight your organization.
Looking Ahead: 17 in '17
In turn, we here at Donnelly Effect are committed to providing and encouraging you with 17 actionable strategies you and your team can implement in 2017.
Businesses THRIVE when leaders and employees at every level prioritize memorable customer experiences. We know employees who feel valued and supported cast that positivity onto the customer in ways that do wonders for your bottom line. Luckily, there are strategies you can enact across your organizations that are total game-changers (stay tuned for the power of a pre-shift meeting blog post later this month)!
Changing behaviors and upskilling employees is no easy task to take on. But hey, Rome wasn’t built in a day. So, to those of you willing to accept this challenge, we salute you! Whether your resolution is to find ways to engage more employees, or to place priority on customer experience, there’s one we can all agree on: to WORK HAPPY.
Come on along with us this year…we’ve lit the spark in 2016. Now we’re going to stoke that spark into a FIRE!
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ABOUT MIKE DONNELLY: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect shares his insights on Talent Selection and Hiring, Employee Onboarding, Customer Experience, Service Culture and Leadership- among others. Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service training to audiences across the United States.
