On January 30 I will be hosting a free workshop on Operational Excellence.
You will leave this workshop with breakthrough ideas for
- Acquiring new customers more easily and quickly growing your business with existing customers
- Finding new revenue opportunities in areas you wouldn’t normally look
- Turning more of your best ideas into viable commercial products and services
- Reducing your hiring and turnover costs
Click here to register and for more details.
I have purposely stayed away from all of the fray that is the Rod Ford debacle. It’s no use taking pot shots when everyone else is. But this issue is getting out of hand. Mayor Ford has now taken to ridiculing fellow councillors, getting in shouting matches with the public, and generally disrupting the business of the city. Can you believe Toronto taxpayers are paying for all of this?
Corporate CEOs are let go by their boards when they under-perform. Just like they are accountable for their boards, Mayor Ford is accountable to the taxpayers. He had made it very clear that the only people he feels accountable to are the voters. The voters are his board of directors. The only way he will step down or even take a leave of absence is if the board of directors tells him to.
So far, the board has not been vocal about him stepping down. By passively watching, we are enabling this behaviour and sending the wrong message. Unless of course, this is how we want to city politics to be run in this great city of Toronto.
Last week, I hosted a group of executives at the Four Seasons hotel in Toronto to discuss the importance of customer retention and how it impacts company profitability and growth. Executives from some of the most iconic and successful companies in Canada were in attendance.
Some of the key points we discussed were:
• There are four key elements to realizing the exponential value of customer retention; Stratification, cultivation, experience, and metrics.
• There is a direct link between employee empowerment and customer retention. The more you empower employees, the better customer retention will be.
• Creating a culture focused on customer retention requires removing organizational silos and focusing on the depth of customer relationships, not just the number of customers.
• Many organizations struggle with tying brand awareness to bottom line results.
It was a unique forum for this kind of discussion because most executives don’t have the opportunity to engage with peers outside of their industry around a specific area like customer retention. And usually not in an intimate setting that fosters good conversations. The comment from almost all the participants was the value of learning what has worked and what hasn’t from colleagues in other industries and collaborating on better ways of operating.
I have hosted many successful events such as this for both industry associations as well as for my own networks, and will be hosting more in 2014.
On a recent teleconference for association executives, I discussed 12 strategies associations can implement to rapidly grow their membership base. Below is a tool that you can download for free and use to identify which strategies are best for your association.
Andrew Miller-Association growth assessment
If you are interested in downloading or listening to the free teleconference, click here.