7 Signs You’re a Good Boss

7 Signs You’re a Good Boss

Simon Sinek says “Leaders Eat Last.”
Scott McKain says “Leaders Eat With”  (🎧Hear “Iconic” author on my podcast)

How do you know you’re a good boss?

Some people will tell you. Others may not. It’s important to pay attention to the signs as 70% of workers who voluntarily resign don’t quit their job…they quit their boss. They leave bad cultures where they don’t feel valued, appreciated, and have a sense of belonging.

My featured guest article, written by Max Klein, helps you know how people perceive you and what great leadership looks like.

7 Signs You’re A Good Boss

 

People know if they bring you a problem you won’t lose your cool, shoot the messenger, or otherwise make them wish they hadn’t brought it up.

They know you won’t make the problem worse or more complicated. They aren’t afraid to walk into your office and openly discuss possible solutions.

They know you value the truth even when it’s hard to hear.

On the other hand, you’ve given them enough autonomy and latitude to make their own decisions and use initiative to solve most problems. So they’ll handle most things themselves but when they need help they’ll come to you.

This quote from General Colin Powell sums it up:

“Leadership is solving problems. The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help or concluded you do not care. Either case is a failure of leadership.”

 

You can be a feel-good rah-rah leader all you want, but if you have no clue what you’re doing operationally or technically, leadership skills will only get you so far.

The good news is, being a good leader is the tough part. If you’ve got that, you are most of the way there. You can learn technical skills anytime.

But good leaders do study their craft. They are always learning more about what the team, the company, and their people do. They ensure the team is well trained, including themselves.

Technical and tactical proficiency must be combined with solid leadership skills for leadership to be most effective.

“If you’re technically and tactically proficient, comply with Army standards and policies, and lead by example, you won’t have any problem. If you don’t, you’ll have problems with your soldiers. You can’t fool them. You never could, and you never will.” — SMA Glen E. Morrell

 

Insecure bosses hoard information and use it to feel more powerful.

They feel if they hold information people want or need or could grow from, they hold power over those people.

Good leaders are confident enough to share everything they know.

Of course, there is a need-to-know and there’s such thing as too much information sometimes, but generally, you should keep your people informed as much as possible about anything that could affect their job or company policies that may affect their personal lives.

“Information and ignorance are like light and darkness… When light comes into your room, darkness must fly away. When information rules your mind, ignorance finds its way out!”― Israelmore Ayivor

Anyone can hold the helm when the sea is calm.” — Publilius Syrus

You are adept at maintaining bearing and emotional control.

Of course, you aren’t a stoic, unemotional robot, but your mind and especially your behavior are never as chaotic as the situation around you.

People know you won’t melt down, explode, or otherwise lose all effectiveness in the face of adversity.

You may even be among those best of leaders who get better during adversity. They take that challenge and become more focused, more calm, and more emotionally controlled in order to meet the situation with the competence it needs for resolution.

“When a man is prey to his emotions, he is not his own master.”
Baruch Spinoza

 

A good leader is like a laxative in the bowels of business operations.

I could have come up with a better metaphor there as I’m sure your company doesn’t produce a crappy product, but you get the picture.

You can keep things moving operationally and knock out decisions relatively quickly but also wisely. Of course, you put due diligence and appropriate thought into each, but you don’t hesitate too long out of fear or lack of confidence.

You know a good decision now may be better than a perfect one too late.

“An ounce of performance is worth pounds of promises.” — Mae West

 

You know your team is your team.

You adopt an attitude of caring and support for even the most wayward and irritating team member.

You are unselfish you put your team’s welfare above yours and you always assume the best in them.

You publicly and privately credit them for success. You don’t let customers or other managers run all over them. You protect them from BS rolling down the hill.

“You’ve got to give loyalty down, if you want loyalty up.”— Donald T. Regan

 

This is perhaps the most important way to know if you are a good leader. Do you take complete ownership of everything that happens around you? For failures? For problems?

Or do you reflexively blame the economy, the customer, the weather, your management, policies, or worst of all your own team?

A great leader takes responsibility for everything that takes place in their world.

“The man who complains about the way the ball bounces is likely to be the one who dropped it.”— Lou Holtz

 

It’s tough to know how well you are doing as a leader, but if you have any of the qualities above chances are you are doing a good job.

The most important trait above is taking complete ownership. That is the prerequisite and foundation for good leadership.

But remember, “owning it all” doesn’t mean you own the successes.

Those belong to your team.

“While there is no guarantee of success in leadership, there is one thing that is certain: leading people is the most challenging and, therefore, the most gratifying undertaking of all human endeavors.” — Jocko Willink

Learn how to attract and retain great managers. Watch The Heart of CX podcast. I joined as a guest.

Learn more about  seeing the signs and ‘how attention pays.’

Watch my interview with Neen James.

 

What It Takes To Keep Loyal Fans – CX Advice From A Rockstar

What It Takes To Keep Loyal Fans – CX Advice From A Rockstar

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry?

My featured guest, James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world.

James shares strategies and tactical ways companies can create their own ‘Hyperfans’ who keep coming back to buy and tell others too.  Not only will you be entertained from this episode but also learn actionable best practices to keep your fans happy in 2022 and beyond.

Watch Stacy Sherman’s Interviews on Youtube

About James Dodkins: Turning Customers into Fans

James used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and “tore up stages” all over the world, James is now the CX Evangelist at Pegasystams where he researches extreme fandoms to understand how companies can create their own ‘Hyperfans’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks.

James was awarded The UK’s #1 CX Influencer by Customer Experience Magazine in 2020, The UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine in 2021, The World’s #10 Customer Service Guru by Global Gurus in 2021, as well as countless other notable mentions in industry publications like Business Insider, The Times and Forbes.

James is also a two-time #1 Best Selling Author and the Ex-host of Amazon Prime’s weekly topical CX show, ‘This Week In CX’. Learn more about James on his Website

Twitter: @jdodkins LinkedIn: in/jamesdodkins Instagram: @thecxrockstar

 

About Stacy Sherman: Founder of Doing CX Right℠‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for Doing CX Right℠She created a Heart & Science℠ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Everyday Ways To Live Your CX Mission

Everyday Ways To Live Your CX Mission

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Do you have a CX mission? Are you living your customer experience mission every day?

My guest Jeannie Walters, explains the importance and how it relates to “Creating Fewer Ruined Days for Customers.”

During this episode, you will also gain actionable tips to identify “at-risk customers” and 5 ways to reduce churn, which links back to your CX mission.

About Jeannie Walters-Living CX Mission 

CEO and Founder of Experience Investigators has spent more than 20 years evaluating and improving customer experiences and teaching her trademarked methodology, which includes creating a CX Mission, to enlightened leaders in many industries.

She is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, a LinkedIn Learning Instructor, and a TEDx speaker.

She’s passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and trains on customer experience issues around the world.  

Website  Twitter LinkedIn Instagram

Listen to Stacy on Jeannie’s ‘Crack The Customer Code’ Podcast HERE.

About Stacy Sherman: Founder of Doing CX Right℠‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for Doing CX Right℠She created a Heart & Science℠ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Doing Customer & Employee Experience Right In The Digital Age

Doing Customer & Employee Experience Right In The Digital Age

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

About Steven Van Belleghem:

Doing Customer Experience Right In The Digital Age

A global thought leader in the field of Customer Experience. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game, and taking your social responsibility to win the hearts and business of customers over and over again. He is the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’, ‘The Offer You Can’t Refuse’ and a technology thriller called Eternal.

Website Twitter: @stevenvbe. Instagram: @stevenvanbelleghem  Youtube 

About Stacy Sherman: Founder of Doing CX Right℠‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for Doing CX Right℠She created a Heart & Science℠ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Not All Customers Are Created Equal

Not All Customers Are Created Equal

Article originally published on CMS Wire

Businesses should take care of all of their customers, it’s true. But not all customers are created equal, which is why businesses should take extra care with high-value clients. If the people who provide your company with more revenue don’t receive a higher level of customer experience (CX) in return, they’ll likely go to a competitor that they feel better recognizes their value.

Below are some ways to show your high-value customer’s extra appreciation.

Do You Know Who Your High-Value Customers Are?

First things first: does your company know who its high-value customers are? “By segmenting existing and prospective customers across multiple dimensions, we can analyze each cohort by their needs, decision criteria, purchase process, and value so we can begin to serve them differently,” said Janet Balis, EY Americas customer, and growth market leader, and marketing practice leader.

Some companies fail to properly segment customers, particularly if segmentation efforts are pursued in different divisions or by different functions, Balis said. For example, finance may look at revenue generation patterns, while sales may look at the likelihood to convert and overall wallet size. Different leaders have the same end consumer but cannot connect the dots because they haven’t unified their view of the customer.

Jeremy Korst, president of GBK Collective, agreed: “The most important thing a company can do to differentiate their brand perception and overall customer experience for their highest value customers is to embrace a consistent definition of who those high-value customers are across the entire organization.” Otherwise different groups will focus on what they feel provides differentiated CX.

“Once these strategic target customers are defined, then it is key to engage directly with these customers to better understand their unmet needs and desires —which of course change over time — and then build their organization and CX around these specific customers,” Korst said.

“The top 20% of a company’s customers account for 105% to 113% of a company’s net income,” said Ali Cudby, managing partner of Alignment Growth Strategies and author of “Keep Your Customers.” “The majority of customers are actually served at a loss.”

Cudby recommended creating “playbooks” to recognize and reward those high-value customers: “Playbooks deliver consistency to everyone in your organization. They contain the specific, step-by-step actions needed to cultivate long-term loyalty.”

For example, one of Cudby’s clients, a B2B subscription service, developed a playbook designed to better onboard new customers, eliminating what had been a poor experience for many. As a result, customer retention increased by 30%.

Communicate, Communicate, Communicate

Get the basics right, said Stacy Sherman, founder of Doing CX Right. One of the most basic elements of delivering the best CX to high-value customers is excellent communications.

“Customers expect information on a timely basis,” Sherman explained. “Even when there are no updates to share, great CX means picking up the phone and explaining that you have not forgotten and that you are still working on a resolution. Silence is never an option, especially for high-paying customers.”

Outside of phone calls, Sherman recommended leveraging technology to better communicate with customers, such as sending SMS text notifications with an estimated time of arrival, when applicable.

Assign Top Employees to Top Customers

Assign the best customers to the organization’s best-performing employees for servicing needs. Make it possible for those employees to do what’s right for the customer without requiring supervisor approval, Sherman added. “Starbucks is known for this as whenever a personalized drink does not satisfy a customer, the staff corrects the problem immediately without any questions asked or management approval. It’s one of the many reasons customers pay triple the cost for a cup of coffee than other shops.”

Use a Data-Driven Approach

“Customer experience cannot be designed from the inside-out, rather it must be crafted around the most frictionless path-to-purchase that the customer desires to meet their articulation of needs,” Balis said. “In a human-driven sales organization, we must focus on account-leadership assignments, account-based marketing strategies, and solution-based selling strategies and solution-based selling strategies to be sure that customers’ needs are met in a truly consultative way based on the issues they face.”

Balis added that in a B2C context, physical and digital retail must create an experience that is connected, easily navigable, and personally relevant, where appropriate. In both B2B and B2C, companies must look at the purchase not as the endpoint of the journey but instead as the beginning of a lifetime relationship to cultivate and nurture.

Data and technology are the lynchpins of pulling this all together, according to Balis. “Differentiated offers, bundles, loyalty programs, and service levels can all be deployed, but data-driven and digital approaches allow us to be far more scientific and precise in our analysis and deployment.”