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Engagement Marketing

“The Power of Acknowledgment” – Myth-ing in Action

In my internal marketing workshops, I sometimes joke about positive reinforcement in the workplace being a lack of negative reinforcement. In other words, if you didn’t get your hand slapped at work today for doing something wrong, you might have done a good job. But how would you know when management holds back with its compliments and “atta boys?”

In her book, The Power of Acknowledgment, Judith Umlas explains why some managers are likely to withhold praise, and she effectively counters these ‘myths’ of acknowledgment.

Myth: If you praise people too often, it won’t mean as much

The law of diminishing returns does not apply to praise that is genuine and heartfelt. According to Umlas, “Imagine that your spouse or partner tells you every day with absolute sincerity how wonderful and incredible you are. Does that make you appreciate this deeply felt acknowledgment any less?”

Myth: If you tell people how good they are, they might not work as hard

Acknowledging people’s efforts will not take away their motivation to be better. “Acknowledgment and striving go together. When people feel validated through acknowledgment … they will go to great lengths … to get the job done the best they possibly can.”

Myth: A compliment given infrequently will be more valued

An acknowledgment means a great deal, especially when it comes from a manager who rarely gives praise. Umlas considers this from the employee’s perspective: “But what about all the time I spent worrying about … whether I’m doing a good enough job? … My concerns would be alleviated … and my performance might actually be improved if [managers] let me know on a more regular basis what they see as my worth and contribution to the organization.”

I’ve highlighted just the workplace-related excerpts from The Power of Acknowledgment. Umlas’ book provides a quick and easy read to help people harness this power in all their relationships.

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Engagement Marketing

“Firms of Endearment” Already a Best-Seller

As I predicted, the new book Firms of Endearment is becoming a best-seller. [2014 Note: This book is in its second edition.]

I heard recently from one of its authors, David Wolfe, that the book is entering its second printing – just a few months after its initial release.

I cite some of the book’s findings in my forthcoming book on internal marketing, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. But don’t wait for my book to read about the power of “Firms of Endearment.” Get it while it’s hot … it’s a great book to read and will be a great addition to your business library.

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Engagement Marketing

My Publisher Won’t Let Me Get a Lobotomy & Other Lessons in Finishing a Book When Life Gets in the Way

Knowing I was under a great deal of stress, Yvonne DiVita, my publisher at WME Books, asked me if I needed anything. I jokingly responded: “How about a lobotomy?” (She said no way.)

We’ve been working closely together these past few months getting ready to release my book on internal marketing, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. We’re in the editing phase, and it’s taken a bit longer than anticipated due to some scheduling conflicts. More recently, however, my availability has been limited due to serious family health concerns.

“It’s a hard knock life”

I’ve needed time in the past few months to be with my 82 year-old mother who was diagnosed with cancer. There have been various doctor appointments, major surgery, and soon she’ll start radiation treatments. My mother lives out-of-town (fortunately, I’m less than 90 minutes away) and when I can’t be with her, we rely on the support of “extended family” (i.e., wonderful friends and neighbors) in addition to our devoted relatives.

It’s been quite a juggling act, especially since I also want to spend as much time as possible with my brother, who is also battling cancer.

“Lean on me”

Throughout this ordeal, I’ve come to appreciate the tremendous support & encouragement offered by my friends, colleagues and clients. Since this is my first time working with a publisher, I’ve also learned that my publisher’s role goes beyond book development, production and promotion to include being coach, cheerleader and surrogate counselor. I don’t know if this holds true for all publishers; I feel extremely fortunate that empathy and extra hand-holding are part of Yvonne’s job description.

I’ve also learned to not worry about the “right” time for my book to be released – I was concerned that if the book wasn’t ready by early spring, we should avoid summer (peak season for more beach-reading than business-reading) and wait until fall to get it out. But being reminded how precious and short life is, it doesn’t make sense to hold it up. So I’m moving ahead with my book – allowing for family time as needed – and it will be released as soon as it’s ready.

Watch for the announcement of my book here. Your patience is appreciated.

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Engagement Marketing

The Power of Employee Gatherings

As mentioned in my last post, Chiumento’s research found positive work relationships and effective internal communication are critical to employee satisfaction & happiness at work.

Chiumento cites the following tips to encourage good working relationships:

  • Foster inter-departmental communication and working, giving employees opportunities to share ideas & experiences
  • Encourage face-to-face communication where appropriate, so that colleagues have more worthwhile discussions than e-mail alone allows
  • Ensure no staff member is working in isolation but feels supported and involved in business.

I find these tips (taken from a longer list) most relevant because I’ve seen firsthand their powerful impact. Two of my clients recently hosted special gatherings to bring together their sales reps: one was a statewide meeting, the other a national meeting. (One group was primarily female, the other group male; ages varied in both groups.)

Here’s a representative sample of their comments from the session evaluations:

  • Excellent opportunity to exchange ideas. We’re all in the same boat with common goals.
  • Beneficial in hearing and learning how team members approach new business & make contacts, etc.
  • This is helpful to prioritize my thoughts. It is always helpful to hear it again from different people.
  • It really charged us up & got the idea stream flowing.

Yes, these types of events are labor-intensive and incur travel costs, especially compared with lower-cost alternatives of webinars and teleconferences. But a well planned face-to-face employee gathering is a worthwhile investment in stimulating and sharing ideas, problem-solving approaches and renewed focus through stronger internal networks.

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Engagement Marketing

Happiness at Work

I’ve written before about research supporting the importance of employee satisfaction and happiness. I just came across more recent research conducted in the United Kingdom by Chiumento on Happiness at Work. (You can e-mail Chiumento for a copy of the report.)

Here are the top ten factors (ranked in order) that impact employee happiness. Note: while these findings are similar to previous research here in the U.S., they may not be applicable in other countries.

What Makes Us Happy at Work

  • Friendly, supportive colleagues
  • Enjoyable work
  • Good boss or line manager
  • Good work-life balance
  • Varied work
  • Belief that we’re doing something worthwhile
  • Feeling that what we do makes a difference
  • Being part of a successful team
  • Recognition for our achievements
  • Competitive salary.

What Makes Us Unhappy at Work

  • Lack of communication from the top
  • Uncompetitive salary
  • No recognition for achievements
  • Poor boss/line manager
  • Little personal development
  • Ideas being ignored
  • Lack of opportunity for good performers
  • Lack of benefits
  • Work not enjoyable
  • Not feeling that what I do makes a difference.

These factors also relate to employee engagement – measured in the research by how much employees care about their organization’s success and how much they feel they personally contribute to this success. According to Chiumento, “If you treat your staff fairly and ensure good lines of communication you will help them feel happier which in turn encourages them to give more discretionary effort.”

More on this in my next post …

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Engagement Marketing

Capitalize on This!

I found this ten year old quote recently while doing some research:

“ … human capital, above and beyond all other variables, will be the core building block for the organization of the future. Organizations of today would be wise to critically evaluate their current systems and practices for attracting, developing, and retaining human capital.”

It’s from “Human Capital in the Digital Economy,” written by Anthony F. Smith and Tim Kelly for The Organization of the Future, published by the Drucker Foundation in 1997.

I’m sure it’s not the first time a statement like this has been written, and it probably won’t be the last. Nevertheless, after all the changes we’ve seen in the past ten years, the message is as relevant as ever.

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Customer service Marketing Musings

Whatever Happened to the Friendly Skies?

I know the past few months have been bad on air travel weather-wise, but something else is happening. And it doesn’t bode well for the airline industry.

Check out these horror stories from Jill Stover (with comments, including mine) and Bob Hastings. Customer service continues to wane, while passengers are experiencing increasing hassles.

Jet Blue’s passenger bill of rights notwithstanding, customers are continually subject to poor customer service, not to mention the hassles of getting through airport security. Security issues continue to alter our air travel habits, resulting in changing carry-on policies and new fees.

I remember back around 1999-2000 when air traffic was at a peak and passengers were up in arms about poor service. The airlines responded by improving their customer service and the situation began improving … and then there was 9/11. Airport security changed, and little by little the “frills” (such as on-board meals, pillows, etc.) began to disappear.

It’s not too much to ask, is it?

Even with the changes, I wonder why airlines aren’t doing a better job with customer service. Yes, it’s becoming more of a hassle to travel these days, but there’s an opportunity for airline brands to stand out by recognizing these challenges and being more (not less) empathetic to customers:

This isn’t rocket surgery.

Summer vacation time is rapidly approaching. I’ve already heard from many friends & colleagues that they’re considering “drive-able” destinations to avoid flying anywhere. That works for leisure travel, but us business travelers don’t have that same flexibility.

The question is: will the skies ever be friendly again?

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Engagement Marketing

Talk About Employee Satisfaction

You’ve heard the cliche,”talk is cheap,” but it’s invaluable when it comes to employee communication and satisfaction.

Check out Melcrum’s recent Hub newsletter about a survey by British HR firm Chiumento that found employee satisfaction is more influenced by good internal communications & work relationships than compensation.

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Engagement Marketing

National Employee’s Day (Did you miss it, too?)

Did you know March 12th was National Employee’s Day?

It was a surprise to me (especially given my internal marketing, “employees-first” approach). I just learned about it recently (more on that later), and found very little on the web when I researched it. Although I did discover links to National Employee Health & Fitness Day, National Employee Benefits Day, and the National Association for Employee Recognition blog.

When I asked around, I heard some interesting reactions ranging from “I thought that’s what Labor Day is all about” to “Everyday is Employees’ Day – they get paid to come to work, don’t they?” My question is: do employees really need a special day set aside for recognition? I hate to think that’s the only time when a company acknowledges its people.

If anyone has more info on National Employee’s Day, please let me know.

P.S. So where did I first hear about this special day? It was mentioned in the daily newsletter for staff & guests of Glenora Inn, where my husband & I stayed recently. (It’s our favorite getaway place in the beautiful Finger Lakes.) Glenora management was treating its staff in observance of National Employee’s Day, one of many employee recognition efforts they engage in. I already know first-hand the incredible service & hospitality provided by Glenora staff (sigh) … guess I’ll just have to go back to learn more about their internal marketing.

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Engagement Marketing

My Book & the Perfect Title

Finally! I found a title for my internal marketing book as it nears publication.

Why the excitement? Because I’ve been wrestling with the title for quite a while. (I had the book’s concept in place long before the title.)

Any business professional who’s written a book about her/his life’s work knows the mixed blessing involved in such an endeavor. If business is good, you don’t have time to write. It’s much easier to focus on the book when business is slow, which is also when you need to spend time filling the project pipeline.

Truth is I’ve been able to balance my time between serving clients and writing the book. Much of my procrastination is due to my search for the “perfect title.” I struggled with it while minding the sage advice of several mentors:

  • don’t use “internal marketing” in the title since it’s not a universally recognized concept
  • find a clever, sexy title that will help sell the book
  • forget clever … just keep it simple so people know what the book is about.

In the meantime, I worked on developing and expanding meaningful content while trying out various “working” titles on my clients, colleagues, mentors, friends and family (with my husband’s “Just finish the damn book already!” echoing in my ear).

Here it is (drum roll) … my book on internal marketing & communications, to be released this year by WME Books is: Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care.

It captures the essence of internal marketing: taking care of employees so they can take care of customers. Both employees and customers matter to organizations, and both need attention. Employees are people, too; yet they’re sometimes treated poorly in the workplace. Ditto for consumers in the marketplace.

So I finally have a working title that I love (thanks to all who’ve put up with me as I cleared that hurdle), and my manuscript is being edited. Now what?

As I’m learning from my publisher, Yvonne DiVita, my book journey is only beginning. Stay tuned …