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  Newsletter :   Strategic Alignment   Posted Date :   5/14/2005 12:00:00 AM
May 2005 Business Made Simple
Corporate Toolbelt Newsletter
In This Issue
 

A Customer Service Opinion

As technology continues to advance ever more rapidly we have seen the advent of specialized software. For example, CRM or Customer Relationship Management software. A great way to keep track of all the data on the customer!

One would expect that this would assist in serving customers even better than before. And perhaps it has in some cases. What I have found, maybe out of sheer bad luck, is that customer service continues to degrade to the point that the word 'service' has been all but forgotten.

It seems that companies know about everything I bought; the when, how much, money spent, type/size/quality of products, etc. but nothing about me! I don't think they even care except to determine what I might buy next.

Case in point: I went over to my local drugstore to pick a few things up. I shouldn't name it but I think it is called Sav-On. And, the usual things happened. I could not find a soul when I had a question, when I asked at the counter they had no idea where the product was that I needed (sent me to the wrong isle), when I got to the counter I received the normal treatment...I am sure you know where this is going.

The check out was populated with the latest new face who refused to make eye contact; apparently I give off some kind of voodoo vibe that I was unaware of. I didn't get a hello, goodbye, have a nice day, or even an ""up-yours"" from this person. And at this point I would have welcomed any response!

You might ask, ""Why go there?"" Well, it is close to my house and I get the same treatment at the competitors so why spend another $1.25 in gas to go further and be ignored?

This reminds me of a comment I heard Bruce Nordstrom make (you know, the fellow who ran the chain by the same name that has great customer service). When asked, 'How do you train your employees to provide such great service?' He replied, ""Train? We don't train our employees to provide great service, it is part of our culture."" What a concept!! Too bad it is soooo unique!!

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Strategic Alignment

There are three key elements when creating Strategic Alignment within an organization. Why bother? Well, organizations that are aligned receive some interesting benefits as compared with their competitors...

Some of the benefits are: significantly greater revenue growth, greater ROI, satisfied and retained employees, customers are more loyal, potential clients are attracted to them, and so on.

What are the 3 elements? First, the organization must align its mission statement, marketing plan and product position. Sounds easy, doesn't it? A recent survey has shown that more than 50% of businesses do NOT have this process accomplished, by their OWN admission! Some do not even know how to accomplish it.

Second, after (and only after) step one, the organization must try to align the corporate culture to match the mission/marketing/product position alignment. We have just reduced the percentage to less than 20% of all companies!

Third, the organization must align their people with their purpose. This is the step only 1 out of 100 ever attempt. Want to know the benefits?

Here are a few:

  • your organization becomes a partnership with a purpose
  • reduce turnover and burnout
  • attract rather than solicit new customers & employees
  • improved communication/team orientation
  • creation of a 'brand'
  • humans doing become human beings
  • improved customer satisfaction & retention
  • and much more!

Think this is pie in the sky? Think again! Just ask the few visionary leaders who have made the transition and embraced these concepts. Even better, look at their company's performance since the alignment has occurred, it speaks for itself!

Want to change your organization??? I have put together a unique program to enable organizations to complete all three phases of strategic alignment. I have partnered with others like best seller, Pamela Harper, without whom this program would not be possible. Contact: steveburgess@ichoose2be.com for further information and an initial discussion.

If you found this newsletter to be of value please pass it on to others. Your email address will NEVER be sold, rented, borrowed, leased, become part of a debenture, well, you get the idea.


Steve's Speaking Schedule

Thanks to all the masses that turned out for my speeches at San Diego State and UC Irvine's Beckman Center. I hope you had as much fun as I did! Also, thanks to the FEI group for the opportunity to speak about ""Living a Balanced Lifestyle"" this past week at the Center Club.

On Wednesday, May 18th, I will be speaking to the combined FEI/FENG organizations at their 7:30a morning meeting to discuss ""Inventive Interviewing"", concepts and techniques. The event is being held at the offices of DBM, 100 Bayview Circle, Newport Beach.

On Wednesday, May 25th, I will be speaking to the CafeNet organization on ""Naked Negotiating"". The event begins at 9:30a and will also be held at the offices of DBM in Newport Beach as noted above.

Future Engagements:

Empowerment Conference and many, many more

Need a speaker for your event?

Contact Steve: steveburgess@ichoose2be.com -or- call (949) 831-7136


Future Publications

I have completed my co-authoring project on a new book entitled The Enlightened Path. It should be released around the end of the year.

I am continuing work on my third book, Leadership Lessons Learned. I have recently interviewed several ""high profile"" individuals for the book and it is progressing nicely. If you know of someone who you feel would be appropriate to interview please contact me by email. steveburgess@ichoose2be.com

A final note, I have authored several articles that are coming out in various publications in the next couple of months. All the articles are on business topics of current interest. Some article titles are: Defining Success, Making Mistakes, Leadership, and more. Stay tuned for more news!

 
 
 

 

 

 

 

 

 

 

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