My Twitter Feed- TabithaDunn: Part 1 cont - as promised - what level do you ask your cust sat or loyalty question http://bit.ly/ba5Kub August 31, 2010
- TabithaDunn: @mooney1 enjoy! August 30, 2010
- TabithaDunn: RT @toutie @MarshaCollier Join #custserv Tues 9p ET Topic “To Crowdsource or Silo (clearly defined system boundaries) Customer Service?” August 30, 2010
- TabithaDunn: @Turntablez Love that show! Greece is a lovely place (I lived there as a little girl). August 30, 2010
- TabithaDunn: @WriteTheCompany than you for the RT about my blog - more to come this week! I look forward to your thoughts. August 30, 2010
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Tag Archives: Change
Side Note: Stuff going through my head
I’m starting a new element on my blog that I think I am going to call Side Note. Here’s where I am at with this – I love what I do and as a key part of that, I really like engaging with others in the field (picking your brain is lots of fun for me) and the chance to share my learnings and mistakes along the journey of customer experience is part of the that fun. But (you knew that was coming, right?) there is a person in The Corporate Woman and I think there’s stuff I’d like to share on that front on occasion as we go. You let me know if it gets too tangled or your not interested. I can always split the path.
Posted in Authenticity, Balance, Change, Excercise, Goals, Health, KPI, Self-Clarity, Spirit, Wholeness
Tagged Change, Clarity, Health, Journey, Progress, Scale, Weight Loss
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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Book Review – Switch
I like to read (a lot) and the mix of books tends to vary, depending on whatever attracts me at the time. I keep a mix going, usually have at least two progressing (some on the Kindle, some from the library).
Posted in Balance, Change, Customer Experience, Listening
Tagged Change, difficult, drive, switch
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Small, angry voices…
I admit to fear and to worry and to doubt. I am fortunate in these times of fear and uncertainty, where many are suffering the most dramatic and awful change of their lives. I am thankful, every day, for what I have: my good health (and health insurance), my loved ones (and their good health), my great job (that I am lucky to love) and the basics we all need (food, shelter, etc…). My heart goes out to those who are suffering because I remember earlier days where a roof over my head was uncertain, not much food (so thankful for free school lunch programs) and no health insurance (or money for much needed medicines, like my asthma inhaler). I remember and my heart cries out for them.
Posted in Authenticity, Balance, Change, Family, Self-Clarity, Spirit
Tagged Change, Endurance, Fear, Spirit
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Time for planning
The business planning cycle I have gotten used to seems to be one of good intentions but just slightly off. I have had the good fortune to see this planning cycle work the same at more than one company. I ask myself this (and you, of course) – is this cycle a necessity or can it be successfully improved upon? Here’s the one I mean – it starts with budget time (where you hope you have a solid long range strategy to lean on). It’s approximately mid-summer. Now, for some it actually starts a bit sooner or a bit later but I picked a mean. You haven’t solidified your plan for the next year yet but you have the framework, so you can put together the money. Then year end hits (for those of you on the calendar fiscal year, which is quite a lot of you) and everyone is focused on that. Come January, you hope to have a finalized budget and plan for the year. That is always the goal. It’s part of why you start the budget cycle early, right? But how many of you make it to the goal line of early January? Part of that is because you need to see how year end close went but there are often other factors that get in the way. So you may not have a final plan and budget until February or even March. It’s a crazy cycle – shampoo, rinse, repeat! Every year this happens, everywhere I work or where my friends and colleagues work, it tends to happen. Does it work better where you are?
Posted in Authenticity, Balance, Leadership, Work
Tagged Balance, Change, Leadership, Work
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My three words…
I recently met a great social media expert and interesting guy (who I now follow on Twitter). Anyway, he recently wrote a great blog about how he does his annual goals and I really liked his approach. It’s memorable and thought provoking. http://www.chrisbrogan.com/your-3-goals-for-2009/ He talks about finding three words that represent your filter, your purpose, your goals for the year – so here are my three words:
The Tea Fire
The Tea Fire here in SB is finally under control (I call it at 80% – I know that’s not a 100% but that is pretty darn good compared to completely uncontrolled). I don’t know about others, but I struggled with how to feel all weekend. On the one hand I felt so happy that we didn’t end up having to evacuate, much less lose our home. On the other hand, I felt so awful for those who did lose their homes (no lives lost, fortunately) and I ended up sneezing and wheezing all weekend from allergies to the air quality, which added a layer of yuck to the whole thing. It was a crazy surreal weekend, filled with thoughts like… is it okay if I decide we will still go out to eat this weekend, like we do as a family just about every weekend? And yes, we did go out to eat. And we saw a lot of others do the same but there was more greetings and “is your home safe? I am so glad to see you!” even from the staff. What amazing grace and strength we have as human beings, what wonderful small tales will go untold during this tragedy. So I can embrace the feel good and feel bad at the same time. Guess that just makes me human (-:
Change happens…
Earlier this year, I talked about it being time for change – how do you decide? How do you know it’s time? Well, my family and I decided it was time when an opportunity to go work for Citrix Online came open in my field. What a great company, really smart and talented people and a great desire for being ever more customer focused. My family loves living in beautiful Santa Barbara vs. living north of Seattle in Bothell. Change like this often feels like a leap of faith - you weigh your options, check your gut, agonize with friends and family (okay, maybe that last one is only me) and then decide. You really don’t know until you actually make the choice though, do you?
Posted in Authenticity, Change, Family, Self-Clarity
Tagged Authenticity, Change, Family, Self-Clarity
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Love and Loss
My mother passed away on Friday. I feel sad but also happy and at peace. You see, she has been terribly ill for a very long time and we who loved her have watched her decline in an anxious miasma of sadness and helplessness. The thought that continues to reverberate through my brain is that she isn’t hurting anymore. For the first time in a very long time, her life is not defined by pain.
Posted in Authenticity, Change, Family, Health, Self-Clarity
Tagged Authenticity, Change, Family, Self-Clarity
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Leading Change
The importance of communication in leading a successful change effort cannot be overestimated. I find myself pondering that element while participating in a major change initiative at work. It is difficult, in our busy day-to-day world, to remember that others are not mind-readers - there is not instantaneous knowledge transfer. Therefore, what you know is not necessarily known to others. So how do you, as a leader, remember to communicate to the broader audience? How many of us build a formal communication element into our planning process that enables us to segregate people into communication audience categories and follow up diligently throughout the change? Based on my experience this is a key element of employee dissatisfaction, when done poorly. And what a shame, because so many initiatives might be more successful had effective communication happened in a timely manner.
Posted in Change, Communication, Leadership
Tagged Change, Communication, Leadership
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