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Michelle M. Smith, CPIM, CRP@michelleMsmith9
Your Employees ARE Your
Brand!
A Customer Service Secret:
Stand # 506
85% of a company’s market value is now intangible assets…. knowledge,
reputation and human talent
Employees = Market Value
68% leave because of employees’ poor attitudes
41% are loyal because of employees’ good attitudes
70% of brand perception is determined by experiences with employees
Harris Interactive
What Impacts Customer Loyalty?
Employee is right; the customer is why
Promise makers & promise
keepers
Recognition = cost-effective marketing
Align Internal & External Branding
Value of Engaged Customers
23% – 70% – 240% Internal Branding 3x–6x
Employee → Customer → Profitability
Employees Become the Brand
…. and Build Loyalty
Employees who had a strong relationship with the company
AND a strong relationship with the customer
DOUBLED their performance results
Relationships Have Real Value in Business
Driver 1: Fast and efficient check-inDriver 2: Tries to satisfy customerDriver 3: Options and amenitiesDriver 4: Strives for precision
Customer Value Driver Assessment
10% increase in Tries
to Satisfy:
22.7% higher customer spend over three years
+20.3% spend per visit
Loyalty Drivers Can Be Identified
• Only 1 in 5 employees know their job expectations – 25% are extremely unclear
• 1 of 3 employees feel miscast
• 10% get feedback; half get none
• Half do not feel cared for– Complimented = 1% disengagement– Criticised = 22% disengagement– Ignored = 40% disengagement
• 82% wrong; 20% “dangerously lousy”
Managers Play a Key Role
9. Millennials
• 50% of the global workforce by 2020; 75% by 2030• Half would rather have no job vs. one they don’t like
• Are 5x more likely to quit a poor manager• Focus on relationships & boss
• Value authenticity & ethics
Millennials
PEW Research & Northwestern University
• Improve employee engagement with a recognition programme
• Align promise makers & promise keepers
• Help managers improve
• Visit Stand #506 for ideas!
Next Steps
Please leave your business card for
the FORUM at Northwestern
University research
reports
Free Gifts for You!
Further questions can be addressed to:
Thank You!
@michelleMsmith9
Stand # 506
A world-renowned international speaker, author, and consultant, Michelle is a trusted advisor to many of the world’s most successful companies and
government organisations. A highly accomplished industry leader, she is a respected authority on leadership and employee engagement, and has
published and presented more than 800 articles and lectures.
A passionate thought leader, Michelle was named one of the “Ten Best and Brightest Women in the Incentive Industry.” She is President Emeritus of the
Incentive Marketing Association, Past President of the FORUM for People Performance at Northwestern University, Vice President of Research for the
Business Marketing Association, among many other prestigious board positions past and present.
“Michelle intuitively understands the importance of unlocking an employee’s hidden potential, and how to leverage performance development initiatives for maximum return on investment.”
Michelle M. Smith, CPIM,CRP
