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Scoop.it!
Employee recognition is crucial to companies' business success. Learn in what specific ways it improves customer satisfaction. 
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Scoop.it!
this isn’t a coronavirus story; it’s a future of work story.
Barry Deutsch's insight:
Here's the quote that struck me hard from the article:
"This isn’t a coronavirus story; it’s a future of work story."
The author indicates that by focusing on technology to improve how we communicate (video conferencing, reward tracking, performance tools, chat tools like Slack or Yammer, and project management tools) along with fixing the culture - you can have a dramatic impact on the success of your organization.
Are we using this forced change in work to look at as a silver lining that prompts us to re-evaluate how we communicate, engage, disrupt, and continually improve and strengthen the organization?
OR are we so limited in our imagination that all we're hoping for is to pick up where we left off in mid-March?
Scoop.it!
Covid-19 has increased the risk of churn. But is customer success ready for covid-19? What can customer success do to prevent churn?
Barry Deutsch's insight:
Although this article is written from the perspective of a Software/app company and how to limit churn - customers quitting, not paying, going to competitors.
Let's move the discussion away from just software companies to all companies - product and service (especially is you have a recurring revenue model).
What are some creative approaches you could take over the next 3-6 months to ensure you retain a significant number of your clients as the economy restarts and everyone scrambles after those same clients/customers?
This is the forward planning part of my workshop/webinar on Managing Remotely in a Crisis - how do we emerge stronger and more capable rather than simply picking up where we left off? How do we take the next 3-6 months to work on those back-burner projects that might allow us to gain a competitive advantage?
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Scoop.it!
Virtual employees and teams often fail because of lack of engagement and miscommunication.
Barry Deutsch's insight:
Here's the quote that got me (wish I had some real metrics or quantification on this issue):
Virtual employees and teams often fail because of lack of engagement and miscommunication.
Are you improving right now how your employees and teams are engaging and communicating in all directions - up/down/sideways and with internal and external customer teams?
OR are you paralyzed by fear and inaction allowing your competitors who are making positive changes to leap ahead of you.
One of my current programs that I'm teaching, a 60-90 minute webinar on Managing Remotely in a Crisis, primarly for Vistage Groups and Members, has taken off like a rocket. Most organizations are frantically searching for solutions on how to improve the way in which employees and teams are working remotely. It's the new normal. It's fresh ground. None of us have ever experience this before. What are the best practices?
Scoop.it!
In a world where remote work is becoming the norm, customer success managers always face this dilemma - to travel or not to travel to meet their customers.
Barry Deutsch's insight:
You're team is not going to be visiting customers for the next 3-6 months at a minimum. What do you with those customers in the interim to sustain relationships, deepen connections, and show yourself as going above and beyond the call of duty in this crisis for them?
Here are a few key points that your sales and customer service teams can execute on to improve your customer engagement. How many of these are you working on right now?
Will some version of these tactics replace the need to visit with some customers when social distancing relaxes? Are we preparing and practicing what this new normal might look like in 6 months? Are some of your competitors adapting faster?
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Many Vistage size companies treat recognition and non-monetary rewards like it's an afterthought. Many abandoned whatever they were doing when Covid hit. My belief is that you should double down on recognition when some or all of your workforce is virtual. The thing I liked most about this article was the linkage between recognized employees/engaged employees and customer satisfaction.