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Engage, Energize, and Empower: Unleash Passion Brian Andrews (@Loyaltyrocks) • Sr. CX Principal • Medallia

Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

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Page 1: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Engage, Energize, and Empower:Unleash Passion

Brian Andrews (@Loyaltyrocks) • Sr. CX Principal • Medallia

Page 2: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017. 2

+EEmployees

CCustomers

SShareholders

Page 3: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

The Iceberg of Ignorance

3

Problems known to:

Top Managers

Middle Managers

Supervisors

Front Line Workers

4%

9%

74%

100%Source: Sidney Toshida –International Quality

Symposium 1989

Page 4: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

“”

Medallia © Copyright 2017.

PETER DRUCKER

Only three things happen naturally in organizations: friction, confusion, and

underperformance. Everything else requires leadership.

4

Page 5: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017. 5

SeniorLeaders

Middle Management

Frontline Leaders and Frontlines

Joshua Rossman

Sal Webber

Linda Verba

Page 6: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

Senior LeadershipHow engaged is your leader?

6

ContextCustomer at the center of the ‘turn-around’

DataRebuilt end to end measurement system

Engagement: Goals, scorecards, metrics:

Managing the customer experience

Change: Customer has a ‘seat at the table’

Page 7: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

Senior LeadershipCall to action

7

Proactively Seek Commitment

• Create a rhythm of interaction with senior leaders

• Connect high quality insights to the operations of the business

Page 8: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

Senior LeadershipCall to action

8

Proactively Seek Commitment

• Create a rhythm of interaction with senior leaders

• Connect high quality insights to the operations of the business

• Build a robust E2E CX measurement system

• Collaborate at the grass roots level to deliver results Engage Teams at

ALL Levels

Page 9: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

Senior LeadershipCall to action

9

Proactively Seek Commitment

• Create a rhythm of interaction with senior leaders

• Connect high quality insights to the operations of the business

• Build a robust E2E CX measurement system

• Collaborate at the grass roots level to deliver results

• Hits: verbatim feeds in lobby, evaluative metrics, CX stories

• Misses: unique customer goals across the org

Engage Teams at ALL Levels

Pull Culture Levers (in addition to root cause

problem fixes)

Page 10: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

Senior LeadershipCall to action

10

Proactively Seek Commitment

• Create a rhythm of interaction with senior leaders

• Connect high quality insights to the operations of the business

• Build a robust E2E CX measurement system

• Collaborate at the grass roots level to deliver results

• Hits: verbatim feeds in lobby, evaluative metrics, CX stories

• Misses: unique customer goals across the org

• Strengthen commitment over time by maintaining engagement

• Do not assume that out of sight will not lead to out of mind

Engage Teams at ALL Levels

Pull Culture Levers (in addition to root cause

problem fixes)

Keep Senior Leaders Engaged!

Page 11: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017. 11

We've had three big ideas at Amazon that we've stuck

with for 18 years, and they're the reason we're successful:

Put the customer firstInvent

And be patient

“”

Medallia © Copyright 2017.

Amazon.com CEOJEFF BEZOS

Page 12: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.

To our shareowners: (April 2014) To our shareholders (1997):I’m so proud of what all the teams here at Amazon have accomplished on behalf of customers this past year.

Amazonians around the world are polishing products and services to a degree that is beyond what’s expected or required, taking the long view, reinventing normal, and getting customers to say “Wow.”

Amazon.com passed many milestones in 1997: by year-end, we had served more than 1.5 million customers,yielding 838% revenue growth to $147.8 million, and extended our market leadership despite aggressive competitive entry.

But this is Day 1 for the Internet and, if we execute well, for Amazon.com. Today, online commerce saves customers money and precious time. Tomorrow, through personalization, online commerce will accelerate the very process of discovery. Amazon.com uses the Internet to create real value for its customers and, by doing so, hopes to create an enduring franchise, even in established and large markets.

12

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13

Engaging Middle Management Through Change

Sal WebberVP, O p era t i o na l E xce l l ence

Page 14: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

14

You can never enter the same river twice “”

HERACLITUS

Page 15: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

15

You can’t get there by staying here

InstallationRealization/Repeatability

“LEAP OF FAITH”

Page 16: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

16

InstallationRealization/Repeatability

To bridge this gap we need to help our people believe through mindset and behavior changes

UniformedOptimism

InformedPessimism

HopefulRealism

InformedOptimism

Acceptance

RejectionResistant

Supportive

Page 17: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Ladder of Inference

Take Action Based on Beliefs

Adopt Beliefs about the world

Draw conclusions

Make Assumptions

Select Data

Observe Data

Page 18: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Ladder of Inference

“I Believe…”

“I Know…”

“I Saw…”

“Let’s Go See…”

Take Action Based on Beliefs

Adopt Beliefs about the world

Draw conclusions

Make Assumptions

Select Data

Observe Data

Page 19: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Ladder of Inference

“I Believe…”

“I Know…”

“I Saw…”

“Let’s Go See…”

Take Action Based on Beliefs

Adopt Beliefs about the world

Draw conclusions

Make Assumptions

Select Data

Observe Data

Page 20: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Ladder of Inference

“I Believe…”

“I Know…”

“I Saw…”

“Let’s Go See…”

Take Action Based on Beliefs

Adopt Beliefs about the world

Draw conclusions

Make Assumptions

Select Data

Observe Data

Page 21: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Ladder of Inference

“I Believe…”

“I Know…”

“I Saw…”

“Let’s Go See…”

Take Action Based on Beliefs

Adopt Beliefs about the world

Draw conclusions

Make Assumptions

Select Data

Observe Data

Page 22: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

EmpowerFrontlineLeadersLindaVerba,EVPHeadofServiceStrategy

Page 23: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

ThinkLikeACustomer

23

Page 24: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

EngagementMatters!

24

HumanConnectionDigital/VideoMediaWinning

Ideas

Engage

EmployeeSurveyExecutiveVisits

CallListeningSessions

Listen

Know,Believe,TellOurStoryCatchtheWaveCallsPeopleLeaderToolkits

Inspire

DailyFANMailSpiritofWOW!RewardsThankYouThursdays

Reward&Recognize

Page 25: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

25

ofEmployeessaybeingrecognizedisthemostimportantmotivatorintheirjobs.78%

Tomorrow,IwillpersonallythankapersonorTeamandspecificallyhighlightwhattheyhavedoneandtheimpacttheyhavemade.

Page 26: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

26

Page 27: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Disengaged Employees Can’t Create an Army of Promoters

27

?

EmployeeNPS20% CustomerNPS75%???

Page 28: Engage, Energize, and Empower: Unleash Passion · 2020-05-01 · Engage, Energize, and Empower: Unleash Passion Brian Andrews ... Empower Frontline Leaders Linda Verba, EVP Head of

Medallia © Copyright 2017.