McDaniel Partners
Welcome to our blog – The Employee Factor. My name is Judy McLeish. Five years ago, I started a consulting services firm called McDaniel Partners. McDaniel Partners was founded to help companies create differentiated customer experiences and solve strategic issues. Over the course of our existence, we have come across wonderfully thought out, smart and well-intentioned customer strategies, programs, initiatives, and campaigns. While many of these efforts were successful, a large number lost focus, fell short of expectations, or died with barely a whimper – often after great expense and fanfare.
When we looked more closely, in every case the Executives knew the strategy, program, campaign, or initiative in intricate detail. They understood the rationale, the impact, and the associated benefits. It was the Executives that ensured that these brilliantly packaged programs, initiatives, and campaigns arrived in droves, piling up on desks in every company, awaiting only proper implementation. These included programs for introducing new products, initiatives to improve sales, increase customer satisfaction levels, and new customer loyalty programs.So what was going wrong? Why were so many customer programs, campaigns and initiatives failing to realize the expected benefits? Every company had the right objective, but many failed to properly equip their “experience creators” – their employees – with the tools and techniques to successfully live the experience. In almost every case employees became responsible for implementing something that was delivered in a generic format that failed to ignite passion and enthusiasm. Sound ludicrous? We thought so to, but our first hand research has shown us it isn’t. As a result, we have become passionate about helping companies deliver, implement, and sustain their customer experiences, by helping to capture the “hearts and minds” of their employees.
In our future blog postings, we are going to share our perspectives on the missing ingredient in driving successful customer experiences – the employees. Thank you for joining us, and we look forward to hearing what you have to say.
Comments
Judy - thanks for your comments on the Customer Service Survey - I've passed it along to our Marketing Team as we're always looking for feedback.
Tim Hockey
Co-Chair, TD Canada Trust
ps. and thanks for being a customer, and I'm very glad you enjoy our service!!
Posted by: Tim Hockey | October 21, 2007 10:49 AM
I am a HR professioanl loacted in India & ant to join.pl reply,
Gautam Chaudhury
Posted by: Gautam Chaudhury | February 6, 2008 10:23 AM