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Freebies

Customer Loyalty – Employee Engagement Culture
Employee Engagement
Business Planning/Growth
Coaching Tips
Videos
Favorite Blog Sites

Customer Loyalty – Employee Engagement Culture

	The Connection Culture, A New Source of Competitive Advantage by Michael Lee Stallard, gives a good understanding of empathetic and personal connection between employees, clients/customers and how companies benefit in profitability and marketshare, describes the ‘Vision + Value + Voice = Connection’ formula
	Putting the Service-Profit Chain to Work, a classic article from Harvard Business Review that describes the process of employee satisfaction drive customer satisfaction which drives loyalty which drives profits
	Employee Loyalty and Its Synergy with Customer Loyalty, Value Creation and Increased Profits by Jeri Quinn, Findings and Explanations from The Loyalty Effect by Fredrick Reichheld, case studies and qualitative research linking employee loyalty, client loyalty and profitability

Employee Engagement

	2011 BlessingWhite Employee Engagement study, only 1 in 3 employees is engaged, and 2 of 3 are possibly looking to leave your employ. Read a summary, read the whole study (80 pages).
	How Well Do You Know Your Employees? This is a one page check list to see if you know some basics about the people you manage. Knowing these things will help you keep them engaged.

Business Planning/Growth

	Strategic Planning Successful Implementations: A Framework for Small Businesses, article on what business owners need to consider when creating a strategic business plan
	Finding Your Target Market, an article on how to zero in on a well defined and lucrative target market
	Delegate or Die, lists the 10 Reasons Why Small Business Owners Won’t Make It If They Keep All Their Tasks To Themselves. It gives a good solution for making the transition to the next level.
	ARE YOU READY,To Turn Potential into Performance and Performance into Profit?, a one page explanation of Jay Galbraith’s STAR model with questions that help you as the business owner assess all the interdependent parts of your business. This helps gives a framework for your problem solving strategies.

Coaching Tips

	Ask Better Questions, a super article by Judith Ross that tells mangers how to coach through asking great questions, give lots of examples
	Don’t Take the Monkey, Avoiding the Pitfalls of Micro-Management an article written by Cindy Meyers that explains why and how to avoid being a micro-manager

Videos


Jeri talks about an engagement with a CPA firm. Since the creation of this video the CPA has merged his practice with a larger group and is functioning in the areas of his strengths rather than trying to do all jobs as s solo practitioner.	Jeri talks about an engagement with a video production firm. Since the creation of this video, the owner has opened a west coast branch, has developed a management team and has grown the firm substantially.

Jeri talks about an engagement with a midlevel manager in a financial services firm. Since the creation of the video, he has received two promotions, been given more employees to supervise and has learned to delegate so much of his department’s work that he can spend much of his time bringing in new clients (and increasing his commissions).	Jeri talks about the triangle and square in her model of the customer centric business.

Jeri talks about the logo of her company Driving IR™, the Dance of Business™ and the Yin/Yang of the Driving/Dancing Duality™.

Favorite Blog Sites