Posts in Performance Measurement

Frustrated with the Hiring Process?

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As a professional coach and mentor I often work with people who are trying to find a job in the corporate world. They are often frustrated with the hiring process and struggle.

One of the most frustrating things is being declined without even a phone call.

Here’s some situational advice…

Large companies often post jobs externally and internally at the same time. However, they will often look at internal candidates first before they look at external. If they find someone that fits internally, they will hire them first.

If you are looking for jobs on search engines, like indeed and LinkedIn, chances are that job has been posted for a while and the company paid to expand the search. People who have a job alert set up with that company posted long before you did.

The most important thing in job hunting is to create and leverage a network in the companies you want to work for. If you don’t have strong, personal connections then you are fighting with those that do.

Not tailoring your resume? Shame on you! You have to adjust your resume for every job. Make it easy for recruiters and boolean search engines to pick your resume out of the stack.

Finding a job is a full time job in itself. Align yourself with an expert who has successfully sat on the job search side and hiring side. Hiring is a process…once you understand it, you can beat it and not let it beat you!

Facebook and Instagram Password Snafu

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Looks like it’s time to change your Facebook and Instagram passwords … again!

It’s all over the news this morning!!! Facebook confirmed yesterday, that it stored “hundreds of millions” of account passwords in plaintext FOR YEARS!!!

The discovery was made in January as part of a routine security review. Facebook said, “None of the passwords were visible to anyone outside Facebook.” Facebook admitted the security lapse, after they discovered passwords were accessible to approximately 2,000 engineers and developers.

“This caught our attention because our login systems are designed to mask passwords using techniques that make them unreadable,” said Canahuati, in the recent announcement. “We have found no evidence to date that anyone internally abused or improperly accessed them.”

Facebook said it will notify hundreds of millions of Facebook and Instagram of the exposure.

Recommendation: Change your passwords now!

Blogging Success Ideas

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Are you a #blogger or interested in social media #blogging? Let’s take this Sunday to discuss some Blogging #Success Ideas…please add your own ideas in the comments below 👇

#1 Always load a #video or #picture first. That way, if you use a link, like www.johnknotts-author.com in your post, it won’t automatically create an image link. Posts with videos and pictures get more #visibility with #socialmedia #algorithms.

#2 #Connect #engaging people to your #blog with the @ sign. When posting on your personal profile, your can connect people you respect, like @Matt Scherer, @Pat Whitty, @Joseph Toomer, and @Steve Taubman, this post pops up in their notifications. If they’re engaging in social media, they’ll chime in. You can also #connect business pages like Crosscutter Enterprises and Microsoft to drive people to a page. If posting on your Business Page, it is harder to take people.

#3 #Hashtag strategies work well–really well on #LinkedIn. You put them at the bottom, but you can also tag them right in the #post. They create search links that can connect like material. Use them wisely.

#4 Provide a #calltoaction in your post. Ask #readers to do something, like add their ideas, #like and #share, click the link, etc.

#5 LinkedIn only gives you 1,300 characters … use them wisely. Facebook, however, give you tons of room. However, make sure you make the post enagaging at the start of it’s long so people will click the #readmore link.

Your turn, go…

#incubators #business #mentoring #coaching

Facebook Marketing White Paper

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Three years ago, my wife and I opened up an equestrian business in Bulverde, Texas, where we board horses and train riders. We quickly discovered the importance of Facebook Marketing in this very social business.

Like many small business owners, we struggled to engage our audience on social media. However, as a business consultant, I’ve worked to fully understand the ins-and-outs of the maze of digital advertising — especially advertising without spending money!

I put together a short, helpful white paper called, The Five Deadly Sins of Facebook Marketing.

If you are interested in the FREE white paper, request it via this link: https://mailchi.mp/549ddf9c3390/fds.

Share Your Success

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“Seventy percent of success in life is showing up.” – Woody Allen

As we step into the last week of February, what is the one thing you most want to accomplish this week?

For me, this week, I start teaching tomorrow my first business class with Hallmark University — Business Intelligence and Analytics. It’s both an in-person and online course. I want to make this an effective and impactful experience for the students.

So, my one this is: To Deliver Value This Week!

Share with me and everyone else your one thing this week! Let’s make it happen!!!

Success Vampires

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People don’t like confidence. It makes them feel less … confident.

Success attracts … haters.

Happy people leave in the wake … unhappy people.

Have you ever noticed, just when you’re at the top of your game, there’s someone right around the corner look to kick the chair out from under you?

Why do you suppose people are like this?

How do you handle these situations?

Experience-based Operational Excellence

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customerexperiencepuzzle

The Customer Experience

Experience means many things.  An experience is a direct observation of or participation in events as a basis of knowledge.  In other words, the customer experiences something through observation or participation.  Experience also relates to a customer as the fact or state of having been affected by or gained knowledge through direct observation or participation.  In other words, the customer has experienced things with the company that they base opinion on.  Also, experience is related to an individual based on their practical knowledge, skill, or practice derived from direct observation of or participation in events or in a particular activity.  Customers all have different experiences that make up their background.  Individual experience is often related in the terms of degrees, certifications, and/or years of involvement in a particular thing.

In a nutshell, customer experience (CX) is something personally encountered, undergone, or lived through by a customer with a certain company.  It is the product of an interaction between a company and a customer over the duration of their relationship.  This interaction includes their attraction, awareness, discovery, cultivation, advocacy, and purchase and use of a service.

CX is simply the result of everything that makes up the company’s product or service delivery, visible or not.

Problems with Customer Experience Today

Many companies today only focus on the ‘touchpoints’–the critical moments when customers interact with the company and its offerings to establish the customer experience.  This is often depicted in marketing as an experience map.  Often, this is a narrow focus on what is important to the customer’s satisfaction at specific moments and often creates a distorted picture of the overall experience.  This can lead a company to believe customers are happier with the company’s products and services than they actually are.  This approach also diverts attention from the bigger and more important picture–the customer’s end-to-end journey.[i]

An emphasis on Operational Excellence within an company as the driver of the CX is important to carefully consider.

Experience-based Operational Excellence

Operational Excellence (OpX), as an official business concept, has not been around very long and is often misconstrued.  The best way to look at OpX is to think of it as an end-to-end enterprise-wide management practice that aligns everything in the organization toward driving excellence.[ii]  From a perspective of the CX, OpX essentially represents an organization’s focus on all things that affect the customer’s experience (see Figure 1).

 X-Based OpX

Figure 1: Experience-based Operational Excellence

     Normally, companies view CX as a result of the product itself.  Some broaden the view into the processes that impact the product delivery and many companies see OpX as nothing more than the application of process management and Lean Six Sigma improvement processes.[iii]  In reality, true OpX represents the end-to-end enterprise-wise business management.  The ‘experience’ is at the very center of where the product, process, and employee intersect–this is what the customer sees and feels.  The entire experience is influenced by high-level company strategies, internal and external communication, and employee development.  Everything within the company is supported by an innovative layer that includes technology and information.

Thus, everything in the organization is important in the CX equation and focusing simply on touchpoints will represent a lack of true focus on the CX.  From a company’s perspective, there are several representative performance metrics that are important to the overall CX.  A company cannot simply look at metrics like sales and net promoter score, but must consider all company performance as critical to the CX.  There are many things that measure the experience, but can generally be referred to as satisfaction, sentiment, and relationship.

Summary

In summary, the traditional view of CX as a stand-alone activity represents a shortsighted view of what is important to the customer.  Although much of what makes up OpX is out of the customer’s view, it all leads to the CX and must be considered and aligned.

[i] Rawson, A., Duncan, E., & Jones, C. (2013). The Truth About Customer Experience. Harvard Business Review.

[ii] Boothe, W., & Lindborg, S. (2014). Handbook to achieve operational excellence: A realistic guide including all tools needed. Ft Myers FL: Reliabilityweb.com.

[iii] Crabtree, R. (2010). Driving operational excellence: Successful lean six sigma secrets to improve the bottom line. Livonia MI: MetaOps Publishing.

Four Types of Companies

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When dealing with any organization, it is important to understand the things that are important to it and the employees. For instance, they may be focused on improving compliance or increasing revenue, but each company focuses on things that are important to it.

Knowing this when dealing with the company or their employees helps understand how they behave.

One way to examine any organization is through the lens of purpose versus process. When looking at organizations from this lens, there are four possibilities. The organization can be purposed-based, process-based, blended, or neither. How they are says a lot about how they operate.

Let me define what I mean by each of these types of organizations:

1. Purpose-based. A Purpose-based organization relies on a strong organizational purpose and reason for being. At the heart of what they do everyday is a greater reason everyone works there. Sometimes the organization defines this in their mission and vision statements and sometimes it is just known. Making money is NOT a greater purpose. A good example of a Purpose-based organization would be a philanthropic nonprofit or military organization. Their reasons for existence, even if not written down, are usually quite clear.

2. Process-based. Organizations that focus on perfecting processes to run an effective and efficient organization, are process-based. Strictly process-based organizations are focused on exceptional product or service delivery and not their reason for being. Money is normally very important to them.  Many commercial companies fall into this categor, more so in manufacturing.

3. Blended. A blended organization has a strong purpose or reason for being and operates with strong processes. Organizations with both are difficult to find, but can come from anywhere.

4. Neither. Many companies and organizations have neither a strong defined purpose nor effective and efficient processes. These organizations are quite easy to find because they are everywhere.

Kickstarter Project: Overcoming Organizational Myopia

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Overcoming Organizational Myopia, stovepipes, sandboxes, short sightedness

At 2:30 pm, Central Time, on June 27, 2015, KS Project, Overcoming Organizational Myopia lifted off.  Overcoming Organizational Myopia will be a new nonfiction book about successfully breaking through stovepiped organizations to obtain organizational effectiveness.

https://www.kickstarter.com/projects/1551087231/overcoming-organizational-mypoia

The Short Story: I discovered that it really does not matter what company or organization I work with, they all have stovepipes.  What I learned is that they are a product of human nature.  The problem is that everyone wants to “break down the silos” as the typical management response. Unfortunately, this NEVER works! All you do is cause confusion and drive unproductivity as the people in your business seek to rebuild the stovepipes that make them feel secure.  This book is about breaking through the stovepipes to become an effective and efficient organization.  It respects the stovepipes and teaches you how to navigate through them using a consistent and systematic application of full-spectrum strategic and organizational methods.  The book is designed to provide you with situational examples so you can self-diagnose your organization.  Across nine areas, the book helps you identify problem areas and, like a business doctor, treat the root causes with solid business solutions.