Culture, Employee Engagement, Leadership, People Development, Strategy

Leadership, Employee Engagement and Customer Service

I attended last years IQPC Customer Experience Management Conference in Sydney and thoroughly enjoyed the content. I learned a lot.

There were many great speakers. Many of them focused on the what – meaning that I learned about tools, measurements, successes through data collection and customer platforms, amongst other aspects. I was invited to this year’s conference, including the opportunity to be a guest speaker during the opening day. I wanted to set a challenge to myself and the attendees with a pitch more aligned to the ‘how’:

• How do we achieve improved customer service results?

• How do we establish the right culture to balance employee, customer and business needs?

• How do we use the extensive quantities of data available to real advantage?

• How do we create employee engagement, empowerment and buy-in that means our customers feel the benefit?

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My presentation was titled ‘Customer Experience Management from the Inside-Out‘ The core theme implies that if we want to genuinely positively impact customer experience and service standards, we must build a culture and understanding that the customer matters with all employees. We should view Customer Experience as a culture, not a tool. I imagine everyone in the room knew this. I also believe that most of the attendees, all specialists in their fields, actively focus on internal culture, employee engagement and the relationship to customer service and experience to some degree. Many of them may even measure this.

Ledaership, Employee Engagement and Customer Experience - How Do They See You?

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However, building a culture that is actively and meaningfully engaging both internal customers (your employees) and external customers is more easily said than done. I do not pretend to have all the answers and I recognise that inputs into Customer Experience Management (CEM) are many and varied. What I will say though is that in my experience there is a gap between intent and behaviour when it comes to leadership, development, employee engagement, empowerment and related beliefs and activities in many organisations. According to a report created by the Genesys group titled the Cost of Poor Customer Service, 73% of consumers end a relationship due to poor service. The report highlights various trends and many areas to focus on, along with details regarding statistics and verbatim comments related to CEM. At face value it should be easy to improve upon aspects such as these.

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Accessing more data or modernising software and systems can assist issues such as those highlighted, however it is only part of the story. I have made the mistake previously on trying to improve CEM through the front-line employees – those who have direct contact with our customers. Whereas it is possible to see success at individual employee level, the messages and learning must be reinforced by leaders and through what they were being measured on. I have learned that a bottom-up approach for providing great customer service only takes you so far.

Source: Great Leaders Double Profits and Customer Satisfaction

Different departments are often siloed and have different leaders with varying skills and agendas along with competing objectives, metrics and motivations. In many organisations, departments do not work together naturally as a team to best serve the customer, yet such teamwork is essential to collaboratively deliver consistent customer experience. The 2011 Customer Experience Impact (CEI) Report explores the relationship between consumers and brands. Based on a survey commissioned by RightNow and conducted by Harris Interactive, the report reveals:

• 86 percent will pay more for a better customer experience.

• 89 percent of consumers began doing business with a competitor following a poor customer experience.

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None of this would be a big surprise to many of you, I am sure. But, they are good reasons for us as business leaders to focus on improving our customer experience.

A genuinely effective customer experience approach requires a top-down strategy based on broad and extensive cultural change.

The CE IQ study found that the most successful companies are those who have senior leadership not only buying into but actively driving a customer centric culture and related set of actions. Intuitively this all makes sense. So, where are the gaps.

Part of the answer can be found through two questions, which when responded to provide insight for any business:

What makes a memorable experience that causes consumers to stick with a brand?
How do we make our customers feel?

Effective leadership and employee engagement are critical factors in providing a culture where people want to work…and to provide more of what our customers want. Foundation values such as empowerment and employee satisfaction cannot be given to an individual or employee-base, but creating an environment that has a higher propensity towards meeting these needs is possible.

Customers can tell within minutes—even seconds—whether they are dealing with an engaged and committed employee or a dissatisfied employee, which can greatly affect their willingness to engage in business, and ultimately impact a company’s profitability. Studies have shown that, great leaders are able to keep their highest performing employees and have four times the number of highly committed employees, which affects productivity.

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The lesson for any manager is clear: If you want to increase profits and have more satisfied customers, develop your teams, develop your own skills and concentrate on becoming a more effective leader.

Leadership @Customer Experience Management Conference
11 Key Leadership and Customer Experience Mantras
Great Leaders Double Profits and Customer Satisfaction (trainingmag.com)
First Global Business Customer Experience Management Benchmarking Study Results Published (prweb.com)
Customer Experience Management Benefits With Social Media (mysteryshoppingexperience.wordpress.com)

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CoachStation: Leadership. People. Business Development.

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Michael Haupt

04:00 17 Jun 24

I have worked with Steve over the past few years and I can vouch that Steve’s professionalism, enthusiasm and genuine desire to help is second to none.Steve’s advice is thoughtful, impactful and delivers value to those that are lucky enough to receive it.Steve has guided me, challenged me (in the best way possible) and had a genuinely positive impact on my life. I am thankful that our paths crossed and have no hesitation in recommending Steve to anyone that wants to work with a business coach.

Carrie Doyle

22:11 17 Apr 24

The time I have spent with Steve, over the course of 12months, has been extraordinarily positive.Unquestionably, he has accelerated my professional growth and in-turn, the growth of my team.He had an excellent reputation prior to me starting the course and I can honestly say having completed the yearlong course, that he exceeded my expectations! His knowledge and expertise, and ability to connect, makes for compelling coaching sessions.The course is challenging. If you truly want to improve yourself, for me, the key is to surrender, be completely honest with yourself and Steve, and put the hard work in. It is worth the risk.In an ideal world, I would have his support for an additional 12months. However, that would be a nice to have, not a must have, given he had equipped me with the fundamentals to succeed and keep improving.If you need support in improving your self-confidence, self-worth, driving accountability, time effectiveness, prioritization, holding effective 1:1s and team meetings, setting expectations, addressing behavioral issues and respecting your time and others. Then you need to engage Steve.I have received unsolicited feedback from peers, direct reports, my manager, family and friends. All commenting on noticeable positive changes in my behavior, confidence, communication skills, accountability, organization and effectiveness. All of which has been incredible to hear and a direct result of this course and the effort I’ve put in. The challenge continues and will always be constant.Steve has made a profoundly positive impact on my life. Highly recommend.

Robert Burgess

21:31 27 Mar 24

Recently I worked with Steve over a 12 month period to become a better leader. Prior to the program I'd had various group workshops or informal training through a variety of avenues. Steve's program is a deep dive into who we are as leaders and how we can better support our people by know them better. His program is tailored very closely the individual - and paced and structured in a way which means it is not only effective through-out but has had a lasting impact. I would recommend Steve for anyone seeking a robust program where you come out the other-side with better skills, better relationships and a wider perspective.

Mitchell Tanzer

06:16 22 Mar 24

A truly transformational experience. Going into the program I was struggling with a number of things. I was questioning my ability, struggling with my confidence and the ability to identify my core values, and the effect my overworking was having on my health and my relationships. Early on in the program, with Steve's support, I identified the key areas that we wanted to work on during the course of the engagement that we knew would net the greatest return. Every session we worked together focusing on the fundamentals of leadership using the relevant experiences from my workplace. Steve and I spent half a day working through an exercise of identifying my core values, as well as my partners, which has helped guide me even further. Steve challenged me throughout the program in a constructive and authentic way that allowed me to see those improvement areas more clearly. I was astounded by the progress made during our time together. The most valuable piece of professional and personal development I have had in a decade. Its a shame I can't rate 6 stars.

Sara Khan

04:09 28 Feb 24

Steve where do I start ...Our last session was 2 months ago and I have to say that I have missed our catch ups. I have attended many programs but have never gotten so much out of them before. Experiencing your coaching program enabled me to access skills I never thought I had or skills i thought i was really good at but you made me see them in a totally different light and how I can be a better version of myself. I am very aware of myself and how I approach things. I find myself being less reactive to things and take a step back to think and assess things. I can go on and on about the impact these sessions have made on me. I can't thank you enough for your support and guidance.

Rebecca Kok

01:31 12 Jan 24

This is the best leadership program I have undertaken.I have been in a management role for over 10 years and completed various management courses, however nothing has provided me with the leadership skills and abilities like CoachStation’s coaching and mentoring program. The coaches are so approachable and take the time to understand the needs of the individual leader. CoashStation also provided coaching and leadership training for new leaders in our organisation and this was so valuable to help them begin their journey in their new roles.I have seen significant transformation in both my own abilities as well as our new leaders through this program which has resulted in significant improvement for the organisation as a whole. Since completing the program I am a much more confident and effective leader, able to support my team to reach our goals. I would absolutely recommend CoashStation’s services to all organisations wanting to achieve superior leadership within their team, whether for long term leaders or those who are new to their leadership role.

Anthony M Wickramasinghe

01:35 30 May 23

Steve is a great mentor and coach and has helped me immensely in both my professional and personal life. His approach is very personalized and relatable that it made it easy to build a relationship from the start with a strong foundation of trust. He genuinely cares about your development and goes above and beyond to help whenever there is a need. This was evident from the way he answered my call at an unscheduled time and the way he provided guidance, encouraging me to reflect on my core values, answer my own questions, and come to the realization of the actions that needed to be taken. Steve challenged me, made me feel accountable, and made me discover a side that I haven’t explored. His unique way of coaching goes beyond the tools and materials he provides and brings about positive changes and results. I am very grateful to the time spent, especially meeting Steve at a time that was crucial for my career and personal growth. I would not hesitate recommending Steve as a mentor and coach to anyone who is pursuing positive changes in their personal and professional life.

Simone Visini

05:44 22 Apr 23

I highly recommend this program with Steve, the skills, experience and understanding on how to be a good leader I have gained throughout the program have already made a strong and positive impact in my abilities as a leader. I began this program at the same time I was promoted into a new leadership role, I was struggling with time management and self confidence in new role which was hindering my abilities to perform to a high standard for the business and my team; I needed some coaching and guidance. Steve immediately built a great rapport with me making me feel comfortable speaking with him openly and honestlyBy building such a strong foundation early we really were able to make good progress. Steve shared his expertise and experience which I could relate to and with his guidance he encouraged self-reflection which gave me so many insights into my skills, my progress, an understanding into my areas in need of improvement. We collaborated well and implemented strategies into my time management and my day to say roles as a leader, I immediately noticed a huge improvement which benefited myself, my team, and the workplace. Over the course of the program a learnt a lot about myself both personally and professionally noticing growth in both areas. By feeling more comfortable and confident in my role I was able to decrease my stress and improve overall as a leader. I thoroughly enjoyed my time with Steve and would recommend anyone wanting to take their career as a leader to the next level to work with Steve.Thank you, Steve, for providing me with lifelong skills and understanding that I will be able to use personally and professionally.

Andrew Midgley

22:36 28 Mar 23

Simply put, if you are looking for a professional performance coach to help you grow your self-awareness, be a better leader and learn practical techniques to immediately improve team or individual performance then look no further than CoachStation.Having worked with Steve over the last year I can confidently recommend him to you. With Steve’s expert coaching and mentoring I’ve been able to take practical steps to be a better leader to my team, while gaining the perspective necessary to navigate the transition from sole-contributor to leading a department. While I’ve only just begun my journey Steve’s tried and tested approach has left with the tools to climb the steps I need to get to where I want to be. He has helped me to recognise and understand my personal values, motivators and strengths. Empowered with this knowledge, I’ve been able to create a plan for my professional development that extends well past the formal coaching period and has the right ingredients to help me achieve my personal goals, build relationships and take the next step in my career.Whether it’s performance coaching, mentoring, professional development or business strategy, Steve from CoachStation, can and will help you.

Jilleta Mitchell

22:10 27 Mar 23

I met Steve at Coachstation at a time in my career where I was at a crossroads and facing difficulty in seeing past the next few years.. possibly months. I felt invalidated and broken and I think that is how I opened the conversation. I have now spent 12 months working with Steve, refocussing my thoughts and identifying new goals to push into a different framework for success and most importantly change.Steve has been invaluable in my journey to identify what was holding me back. He is part strategist, part thought provoker, and part cheerleader. Steve helped me to identify my values and where these values aligned and how to invoke the skills to bring out a clarity of purpose and desire that is often hard to pinpoint on your own. Steve was a safe place to talk about challenges and a calm voice to steer me when I was not seeing issues clearly. Steve gave me confidence, focus to rewrite the narrative and has culminated in a change of career direction.I am so grateful to have worked with Steve during a challenging period professionally and highly recommend his services to anyone who is looking to transform their career or even just gain clarity for their professional development.

Alex Bozianu

09:52 16 Mar 23

My experience with Steve has been one of self reflection and growth. Steve has a fantastic insight on what it takes to be a great leader. His method is very conducive toward introspection which results in inspiring change. The overall experience has helped me personally identify my strengths and weaknesses and specifically how I can tackle the latter via my personal leadership style. His coaching is fully tailored and personalized and there has been a great attention to detail in the approach. I think every up and coming and established leader will greatly benefit from Steve's coaching in order to take their leadership to the next level.

Ben Leighton

22:51 12 Mar 23

Since starting at my current company, I have had the distinct pleasure of working with Steve, both in a formal capacity and informally.First and foremost, Steve is people-centric. He is a uniquely gifted communicator, able to convey difficult, sometimes hard to hear feedback in a way that means you’re still happy to have a beer with him at the end of the day.Steve has played an immense part in my professional development over the last 5 years. As my role has adapted during this time, he has proven an invaluable voice of reason and experience.Having had the benefits of Steve’s coaching from an early point in my professional life, he has helped foster self-awareness, leadership and empathy: all key factors for the success that I have seen so far.For anyone invested in themselves and their career, I could not recommend CoachStation any higher. Steve’s passion for inspiring development creates an engaging and personal coaching experience, the fruits of which I believe I will be seeing for years to come.

Matt Wootten

04:51 02 Mar 23

I was lucky enough to introduced to Steve's program through my employer. I have never been a big believer in coaching or mentorship however I have come to realise and appreciate the impact it can have after my experience working with Steve over the last 12 months and now see it as invaluable.Steve helped me understand myself and how I interacted with others and it has really helped me to me to grow and improve as a person. From a work perspective is has really helped me to get the best out of myself and my team.Best of all Steve has challenged me and held me accountable to what I have committed to and been an invaluable sounding board when working through challenges. Thanks for all of the support Steve!

Michael Friend

23:12 26 Feb 23

I had the opportunity recently to participate in the Coaching and Mentoring program run by Steve from CoachStation. This program run over a 12-month period focuses on developing and enhancing skills to create more effective leaders both professionally and personally.Early on in the program it was clear to me that Steve had a great style, and we were able to create a genuine and authentic working relationship. At the end of each of our 1 on 1 sessions I walked away with new skills and tools and renewed motivation that has allowed me to continue to develop on my leadership journey.At the end of this course, I have a much clearer understanding of my core values, my leadership style and how I can adjust and tweak my approach to get the best out of my people. I would highly recommend Steve for anyone that is looking to develop effective leadership skills.

Charl Dreyer

02:14 27 Jul 22

If you are looking for a motivational program filled with feelgood taglines, this is probably not the program for you. If however you are looking to make change or develop your competencies and is willing to be challenged, be vulnerable, open to feedback and putting in the work, Steve will take you on a journey that can change your life, personally and professionally.Steve is first and foremost a people person, with extensive commercial experience, who clearly has a deep passion for working with people and bringing a better version of you to the fore. In our 15 month relationship, he helped me break ingrained habits and implement strategies and practice ideas to address areas where I could do better. Understanding what my value system is, is impacting not just how I approach things and interact with people, it is also guiding me in my longer term goal setting.I highly recommend this program. Thanks Steve!

Gassan Charabati

02:08 03 Mar 22

I was fortunate enough to be nominated to Steve's Coaching and Mentoring Program in early 2020. Unfortunately in May 2020 I had a serious health issue followed by the COVID lock downs so I had to post pone my coaching & mentoring program until 2021. Steve was brilliant, incredibly caring, truthful and insightful. Steve made me think about what my true values are. I never really understood or appreciated the power of mentoring but after my sessions with Steve I have never looked back. I have used the lessons learnt from my mentoring sessions to be a better leader and have meaningful discussions with my team. I strongly recommend Steve for anyone wishing to improve their leadership style or wishing to develop their relationships with their staff, peers or leaders.

Tim Girling

22:28 18 Jan 22

Steve has been an excellent coach for me over a period of two years. I commenced with CoachStation while transitioning from being IN a sales team, to managing that same team. Over the course of the coaching I shifted from simply managing, to truly leading, and have successfully navigated a number of challenging situations with Steve's support. Steve both supported and challenged me through this period and has assisted in setting me up for success in the future. His methodology of values / passions alignment, and significant real leadership experience means he has many things to draw from to support you in any phase of your career. I would recommend CoachStation to anyone that cares about their career and is willing to put in the effort to grow.

Neil Peters

21:50 02 Dec 21

I have known Steve since 2017 and been part of his coaching program for four years. Steve is a rare individual who understands people and instantly makes you feel safe and secure when you are working with him. I have held a few roles whilst working with Steve and he has assisted my thinking, self-awareness and attitude towards my career but ultimately they are life skills that can be used every day.I truly believe that Steve has lifted my capability as his techniques and approaches are realised subconsciously which makes the learning easier to apply.Steve has become a true business partner and friend of mine in which I am forever grateful of meeting him through coach station. I highly recommend Coach station for anyone wanting to develop themselves.Thanks Steve.Neil Peters

Shannon Barry

00:17 12 Nov 21

I never realised the impact a coach and mentor could make in both my professional and personal life until I met Steve.After working for a big corporate firm for the last 13 years, I thought I knew myself and how I worked. Moving into a smaller professional company and into a completely different role, has opened my eyes to new methods of how more effective and efficient I can be in the workplace. Steve has helped me learn to tap into my strengths, understand my core values and focus on areas where I have the potential to grow.It was and continues to be, eye opening during coaching sessions with Steve. What we discuss has most definitely resonated with me and changed the way in which I see myself and how I think both in my personal and professional environments. I value and look forward to our coaching sessions! Steve is professional, honest, approachable, poses good thought provoking challenges and is willing to listen.I am so grateful that I have had the opportunity to meet Steve via my current employer who understands the significant impact and value coaching and mentoring can have for their staff.

Tian Cao

00:27 19 Oct 21

Steve's coaching has been the most beneficial experience in my working career and I have developed skills that I will take with me as my career grows. He changed the way I thought of coaching from a results driven approach to a journey of self development and realization.Within the first session, I felt like I was able to trust him and open up. He provided insight into my communication behaviours that I was not aware of and how that would effect how people receive my message. As I was having issues with training a new employee, Steve's was able to provide a framework of knowledge, run through examples of difficult conversations and guide me through areas to focus on. I was able to convert my uncertainty to useful planning which helped me manage those difficult conversations. Every session was tailored to my developmental needs and there were action points after each session for me to work and reflect onI would highly recommend Steve to anyone as the skills developed can be transferred to any aspect of your life.

Kylie Garthwaite

22:43 29 Sep 21

Working with Steve over the past two years has been a journey of self awareness and personal development. As a newly appointed Manager in our our organization, I'd had limited experience with managing others and Steve's coaching has helped me navigate the challenges that come with that - such as having difficult conversations with staff who were once your peers. The coaching program was well paced, thorough and worked on identifying existing strength of character but also identified areas of opportunity for self development. Whilst there were some self awareness observations Steve made throughout the sessions, his feedback was always supportive but candid. I thoroughly enjoyed working with Steve, the lessons I have learnt will serve me well in my career now and in the future.

Leadership, Employee Engagement and Customer Service

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