Brad Smith, EVP for Customer Experience, Sage North America

You’re probably hearing the words “customer experience” more often these days. Enhancing the customer experience doesn’t have to be difficult or expensive. Here are four simple and economical ways to show your customers appreciation and consideration and, ultimately, build more customer loyalty.

Teachable moments abound, and the mentee’s level of vulnerability determines the mentee’s teachability. The mentee must be willing to learn through formal and informal lessons.  You and the mentee should identify learning opportunities from which the mentee can glean meaningful insights and then implement the lessons learned in a way that produces tangible results.

To gain your respect and admiration, and to maximize the relationship and your time, the mentee must account for his or her actions (good or bad) to you because you are in a superior position to judge the mentee’s actions, provide encouragement or initiate correction.

Let the mentee know that the first step to establishing an effective mentoring relationship is for the mentee to slowly expose his or her weaknesses to enable you to focus your efforts on better equipping the mentee for independence and success.  In other words, the mentee’s guard has to come down to enable the mentee to be re-built – better and stronger.  There are five reasons why vulnerability or brokenness is essential. 

I often reflect on the point in my career when I was promoted to a position reporting to the Vice Chairman of one of the largest insurance companies in the world. I was so excited to be a senior person “in charge” at a young stage of my career. However, I began to notice, in the first couple of weeks, that people who used to just drop in to my office no longer stopped by.

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