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Leadership Development Blog


Customer Experience versus Customer Service

Posted on 27th July, 2017 - Comments

Categories: Customer Service

Bernard Salt hit the nail on the head with his reference to smashed avocado for other reasons than it being a prohibitor of affordable housing.

It also can quite clearly define that lifestyle choices are more important than our capacity to pay for them.
Customer experience seems to be all that matters. Irrespective of taste at times too.

You see people value the experience of being/sitting/watching/tasting/doing things more than they value what they may pay for the product- meaning price becomes secondary.

Don’t believe me?

Just watch how many people take selfies of themselves in front of the most amazing array of food, or taking pictures of themselves dancing at nightclubs or walking on the beach in front of gorgeous sunsets. The cost of getting to those destinations become secondary while the visuals remain strong and the experience is engaging.

The same goes for creating visual actualization for a prospect or new customer. People want to “see” what things will look like or ‘be like’ so they can envision happiness or success or freedom. By creating awesome experiences that people can talk about, share and refer to long after an event or product has been used, the chances of repeat business increases dramatically.
Experiences are about stimulating emotions, creating unexpected surprises and delights and making them distinct now and in the future.

So if your service is doing just what it should and not what it could then your time is ticking away.

If your service is merely providing a service your customers will be hitting the ‘obsolete’ button in their head before they hit the delete button on their contact list.

Chose the right buttons to press.

Don’t give customer service give customer experiences. Let us help you do so by doing our Customer Experience Program, call 0419 839 994 to discuss your needs in this area.

When leadership behaviours go wrong

Posted on 15th July, 2017 - Comments

Categories: Leadership

When something goes wrong once it can be an accident.

When something goes wrong twice it can be deemed a coincidence.

However when things repeat over and over again it’s clearly habit – only disrupted when ‘enough is enough’.

And when it comes to violations in leadership behaviour it’s often more a case of bad habits built over time that is given permission to seep into the culture of a company.

So ask yourself this: next time when you notice someone behaving in an unacceptable way yet do nothing more than tut tut or roll your eyes ask yourself if you’re enabling them to continue their bad habit or are you prepared to disrupt it and call the behaviour out loud so it loses it power. Make sure you and others recognise when they err once, stand up if it’s a coincidence, or be prepared to be stamped out if it’s a habit.

 

How this prank stank

Posted on 13th July, 2017 - Comments

Categories: Values

Two Macquarie executives have been found to have spiked a colleague’s food with Valium and laxatives in South America in 2011 in a malicious attempt to discredit him. Luckily he wasn’t hurt.

But this dangerous prank will now go on to create a stench for Macquarie with a lingering smell on the shoulders of the Bank executives who apparently were aware of what happened but did not take disciplinary action.

Isn’t it time the big boys and girls in business got behind the values they profess and act with integrity immediately and not wait to be found out? Isn’t that what you would expect if you were drugged?

Improve the Integrity of your leaders with ‘The Integrity Factor – Why reputation rules in business and leadership’ part of our leadership development workshop series and keynote presentations.

 

My Boss is a Bitch and so are the bystanders

Posted on 27th June, 2017 - Comments

Categories: Workplace

 

 

 

 

 

 

 

 

 

 

 

 

Workplace Australia describes bullying as behaviours that deliberately embarrass, intimidate or offends others and costs the Australian economy up to $36 billion p.a. averaging between a cool $17,000 - $24,000 per case if it goes legal.


But the true cost is in permanent psychological stress, fear, anger, and loss of self esteem –all before poor productivity, performance and absenteeism is considered.


Yet when bullying behaviour is exhibited by a woman it can be methodical and calculated leaving others immobilized for fear of retribution. Bystanders then also become culpable.


Familiar examples like keeping woman with families at work later than necessary, deliberately withholding information, creating unrealistic workloads will give female bullies the ability to demonstrate passive control that may go unnoticed or happen behind closed doors. If the behaviour becomes overt, it’s often deemed as acceptable by other female employees.

Regardless in gender neutral workplaces a bitch can go all ways, right?

Stop blaming millennials for your dysfunctional workplace

Posted on 21st June, 2017 - Comments

Categories: Workplace

The Government’s Intergenerational Report tells us in the future we’ll need to work for much longer and more productively. But with contributing factors from technology based workplaces to aging work forces, we’re facing the new dilemma of adysfunctional workplace and we’re blaming the new kids on the block – the millennials. We’ve moved on from blaming Gen Y and X so it’s logical that  generation myopia carries on!  

Yet despite millennials being more equipped to handle technology, change, flexibility and agility than any other generation, they’re copping the flack for being disloyal and impatient. But don’t forget other generations did the exact same thing. Truth is this is the first time in history we have a generation gap of 50 years in the workplace with each generation bringing its own dysfunction and functionalities. 

What do you bring? Do our complimentary Leadership Audit and find out!

 

What the Theatre Taught Me about the Workplace

Posted on 15th May, 2017 - Comments

Categories: Workplace

The impact theatre can have on an audience is immediate and enduring. Sound, set, design, costumes and environment gives context and place. The acts follow – some predicable, some not and the end often comes when we least expect it. Similar principles apply in the workplace where the environment sets the tone, mood and feeling well before a word has been uttered or a demand made. The capacity to shape an outcome rests with each person despite what is said but more often than not because of how we engage. Yet if leaders put on the mantle of a theatre producer/ director, script writer, set or costume designer and created a better all-round experience rather than a series of disconnected explanations my bet is that people would communicate and connect long after the lights are turned off in the meeting or ‘bored’ rooms… Yes, bored rooms…

So if communication is everyone’s responsibility it means that everyone has to play an active role in engaging and directing and not stop hoping or whinging about the way it was or should be. While we may not be able to play out all endings ahead of time at least we can do our best to write the script more carefully, edit out what doesn’t or hasn’t worked and write in a better version of our meetings and outcomes.


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Order Here use promotional code: THEATRE to receive your 50% discount. CDs RRP S54.50, Mp3s RRP $40

And if you want help in getting your act together let me know ricky@rickynowak.com

Speaking with Influence & Impact - The Leaders' Breakfast

Posted on 12th May, 2017 - Comments

Categories: Presentation

Melbourne | 24th May 2017 | 7.00am - 9.15am | The Botanical Hotel

Brisbane | 31st May 2017 | 7.00am - 9.15am | Hotel Urban


If you are serious about presenting key messages that remain alive and vital long after your presentations are over.


Book for next Leader’s Breakfast on Speaking with Influence and Impact.

This Leader’s Breakfast will:
  • help you create your own powerful narrative that drive results
  • enhance your ability to present with authenticity and focus
  • be your chance to become a person of greater influence and impact

SEATS ARE LIMITED - BOOK NOW for this practical session to help you deliver your message with influence & impact!

HALF PRICE DOUBLE VALUE OFFER
For greater results in developing your speaking skills following this event purchase a copy of my book "How to Make Good People Great Leaders and Reap the Rewards for only $10 (RRP $19.95) when you book your ticket for the breakfast.
 
MELBOURNE

Date: Wednesday 24th May 2017

Time: Breakfast 7.00am - 9.15am 

Venue: The Botanical Hotel 169 Domain Road South Yarra

Investment: $97.00 breakfast, $107.00 breakfast & book

Book online at https://www.stickytickets.com.au/46014
 
BRISBANE

Date: Wednesday 31st May 2017

Time: Breakfast 7.00am - 9.15am 

Venue: Hotel Urban 345 Wickham Terrace Spring Hill

Investment: $97.00 breakfast, $107.00 breakfast & book 

Book online at 
 https://www.stickytickets.com.au/49657
 

How to Slay the Public Speaking Dragon interview with Nic Martyr

Posted on 12th May, 2017 - Comments

Categories: Presentation

No longer is public speaking for heroes only who can fire-up workplaces and deliver burning messages. Public speaking is everyone’s responsibility, but if Public Speaking isn’t  your thing, it’s time to get prepared to fight fire with fire. Do this by being brilliantly prepared and ding your homework before your mouthwork; Making your weapon of choice your attitude; Protecting yourself from the stench of other’s hot air; Surrounding yourself with smart people; and stepping into the footprint of those bigger than yourself. While dragons may have their impact in mythology, your impact will be determined by your ability to be real, relevant and resilient when speaking publicly.

Explore this further, listen to my interview with Nic Martyr - Broadcast Journalist, Commentator/Announcer and Freelance Camera Operator

Premature exasperation and the brutal art of interjection

Posted on 1st May, 2017 - Comments

Categories: Communication

Do you cut people off in conversation?

 

While we may not like to ‘fess’ up, it’s happened to almost everyone – and we’ve either been the victim or the perpetrator. Yes, most people have suffered from premature exasperation and have jumped all over someone in a conversation, leaving both parties frustrated, angry and/or hurt.

 

One way to control your impulses to interrupt the flow of conversation is to learn how to stop speaking before others stop listening. We have a choice in how to connect and respond, but often forget it’s not just our choice that matters – what matters is the response we want and how flexible we can be in order to get what we need.

 

So how do you change the brutal art of interjection to the significant art of communication?

Successful Conversations - Interview with Ed Phillips 2UE

Posted on 28th April, 2017 - Comments

Categories: Communication

Ricky Nowak interview with Ed Phillips on 2UE 27th April 2017 on Successful Conversations

Ricky explains the rules to having a successful conversation.

 

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