Prescriptions for Personalization

Prescriptions for Personalization

In our age of fast-growing technology, personalization has become one element that will humanize your customer service and differentiate yourself from other people and organizations.  When it comes to service (both internal and external) people want fast, friendly, hassle-free experiences.  They want those authentic human-to-human interactions that they can’t get from a robot, app or kiosk.

There are two things to focus on if you want to protect your job from technology:

  1. Re-skill your workforce to continuously stay ahead of the technology curve (read more here).
  2. Provide personalized experiences to your customers that will make them stay longer, buy, more, and positively refer others.

Here are 7 prescriptions to continuously have fast, friendly, hassle-free, personalized service interactions:

  1. Be Authentic. Are you real and genuine in everything you do? Authentic people speak the truth and communicate openly with their colleagues.
  2. Be Hospitable. Do you make your colleagues and customers feel welcome at every touch point? Start with a positive attitude.
  3. Be Empathetic. Can you understand and share the feelings of another human being? When you have empathy for your colleagues and customers, you are better able to make decisions that are fair for both parties.
  4. Be Committed. Are you willing to do whatever it takes, no matter what? Being committed means living your values each and every day, even when it’s uncomfortable or inconvenient.
  5. Be Competent. Do you have the skills and ability to excel in your role? Being competent means you are enabled with the learning and skills to do your job well and solve your customer’s problems.
  6. Be Friendly. Friendliness is learned at a young age. Being nice and friendly to your colleagues and customers can create decades of loyalty.
  7. Be Fun. Don’t take yourself too seriously. Having fun at work can de-escalate stressful situations and make interactions with colleagues and customers much more fulfilling.

What are some of the ways that you personalize your internal and external service interactions?

To read more about these principles, check out The Seven Personalization Principles: Learn the Principles to Thrive in These Disruptive Times.

What Engaged Employees Do Differently

What Engaged Employees Do Differently

The concept of Employee Engagement has become increasingly propagated in our culture, and yet with many companies it is built on empty promises and a lack of substance.

To be effective, employee engagement should focus on enabling and motivating talent with both intrinsic and extrinsic rewards that are personalized for each individual employee.  When you get it right, employee engagement can create decades of loyalty, increased productivity and exceptional customer experiences. 

Here are the top things that your engaged employees will do differently:

  • They seek ongoing feedback.
  • They want to continuously grow their skills and competencies.
  • They seek out opportunities to further develop within the organization.
  • They communicate openly and authentically with their leaders and colleagues.
  • They look for ways to improve processes and share that with senior leadership.
  • They exceed goals and expectations.
  • They refers others (as both colleagues and customers).

Your employees want to be co-creators in their engagement and development. The above are some of the ways to identify those highly engaged employees in your organization.

If you’re employees aren’t exhibiting most of the characteristics above, you should stop and examine how you can adjust your employee engagement program to better foster a culture of engagement.  If your employees aren’t exhibiting ALL of the characteristics above, you should think about how you can use your engagement program to personalize engagement for each individual to sustain high performance in all these areas.

Get in touch if you’d like to see a demonstration of GES’ Global Engagement Solutions, which 98% of learners complete with significant measurable results.

Re-skilling the Workforce to Prepare for Technology

Re-skilling the Workforce to Prepare for Technology

No matter what you do, no matter who you do it for, no matter how much you get paid, robots and technology are going to affect your job again and again.

Technology impacts every aspect of our lives. It can make our lives better and more efficient – from computers doing complicated calculations, to being able to skype with a loved one from afar, to ordering your favourite meal delivery without having to make a phone call (and much, much more).

Conversely, technology can have a negative impact on our relationships and ability to connect with other humans meaningfully, impacting our privacy, and disrupting the workforce by making some jobs obsolete.

That is why it is critical for leaders and independent contributors to focus on re-skilling their workforce to stay ahead of the technology curve.  Technology is fast and always developing and growing, so it’s important that your workforce is always learning, re-skilling and innovating to remain relevant.

One way you can do this interpersonally is with personalized service interactions.  Technology has raised our expectations of service – setting a precedent of being able to access everything within arm’s reach.  But more and more people are craving personalized interactions that only humans can provide.  When you personalize your service interactions, you provide an experience no robot can provide.

Another way to stay ahead of the technology curve is to make innovation a core principle of your organization.  It helps to revisit your goals and mission regularly (not just once a year), this way you can assess what is going on in your industry, locally, globally and pivot to stay at the top of your professional game.

Lastly, protect your job from technology and robots by committing to ongoing personal and professional development.  Network with other leaders, read about what is going on with the economy, and keep up to date with the trends in your industry.  This will allow you to assess where you need to update your knowledge and what areas to focus on with regards to learning and development when re-skilling your workforce.

If you want to read more about how to remain relevant in the age of technology, check out The Seven Personalization Principles: Learn the skills to thrive in these disruptive times.


Click here to download the image above: Humans vs Robots

The Top Challenges Leaders Face with Learning and How to Overcome Them

The Top Challenges Leaders Face with Learning and How to Overcome Them

Organizations spend extensive time, energy and money training and developing their employees with learning, and yet 80% of those learners end up dropping out of their eLearning programs.

Regardless of industry, leaders face the same obstacles and challenges with their learning to create alignment in their organization. Below are the top challenges leaders face and how they can overcome them.

  1. Taking people off the job for learning opportunities

Too many organizations, implementing traditional training programs, were required to take employees off the job and away from the workplace for days or even weeks at a time.  This was extremely costly and time consuming, plus their employees were receiving way too much information, way too quickly, so they couldn’t retain or retrieve the competencies and skills they just learned.

This can be solved with an eLearning program that follows a layered learning philosophy. This process allows learners to only invest 15 to 20 minutes weekly.  This gives them information in small, digestible doses that is easier to comprehend and retain. Plus, with mobile integration employees have an even more convenient way to experience the learning.

  1. A lack of follow up and reinforcement

A lack of follow-up and reinforcement of learning principles is something many leaders struggle with. This has a lot to do with accountability and commitment to putting what their talent is learning into action.  An associate’s development is linked largely to support and involvement with his or her direct supervisor.  Leaders value being involved in the development process with their team.

The key to make sure the system maximizes the learners’ attention, engagement and commitment is designing the learning modules to focus on putting the learning principles into action.  Employees creating a deliverable action plan for their direct supervisors, instills accountability in both the learner and their leaders, to follow up and implement the learning they just received.

  1. Low completion rates

On average, 8 out of 10 employees drop out of an eLearning program because they think it is too long, boring, or doesn’t focus on action planning and coaching. For companies, this turns into a waste of time and money without much ROI.

The key to success is offering a layered learning process that carries significant, measurable results.  Offering employees short, succinct lessons with mobile options in which they can learn in digestible doses will keep employees interested and retention rates high.

  1. Boring, un-accessible content

When addressing a global audience, most eLearning has one blanket solution for every country with subtitles and voice over to address multi-languages.  Employees reject this eLearning considering it boring, long, and disrespectful since it has not been customized or made culturally relevant for them.

Instead, companies with global employees need to create a learning suite spoken in the native language, delivered with cultural sensitivity and relevance, without voice overs or subtitles.