February 2017 TMD: Customer Loyalty

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On Wednesday Feberuary 22nd, our Senior Vice President Molly Harrison kicked off our 2017 Team Member Development series with a presentation entitled ‘Why Customer Loyalty Matters & How We Measure It.’ She spoke to a packed room, occasionally handing off to other leaders in the company for other perspectives.

For those who don’t know or need a refresher, Team Member Development sessions (TMDs) are hour long sessions held every month or so in which a Daxko team member or guest speaker puts forth an idea and educates other team members about it. This can take many forms, from a discussion on how to lead even if you’re not in charge, to a presentation on how to be an outstanding presenter. These seminars are helpful in conveying information across the country, as well as developing the talent we’ve got latent in this company. We love providing professional development opportunities for our team members whenever possible, and TMDs are a convenient way to do just that.

This TMD, as you might be able to guess, is focused on why we at Daxko focus so much on building meaningful relationships with our customers and how we go about measuring it.

Why would a company care about customer loyalty? Why should a company go out of its way to build relationships with its clientele? To answer, Molly asked us to think of a time we were purchasing something online. Did we look at the reviews? When we were shopping around for a place to eat, did we ask friends their opinion? These simple interactions influence many decisions that we make: we’re not likely to eat at a restaurant that has been universally panned, while we would much prefer to eat somewhere that receives a thumbs-up from our friends.

For this same reason, we want Daxko to be well loved! We are interested in providing the best service, the best product and the best experience possible so that our customer’s lives are as stress-free as possible. Then, when it comes time for a friend to choose a ‘restaurant,’ we hope that Daxko is high up on that list.

As Peter Drucker is oft quoted as saying, “if you can’t measure it, you can’t improve it.” How, though, do you go about measuring something as nebulous as customer loyalty? Charlie, our Engagement Solutions Team Lead, took the stage to explain. We use something known as the Net Promoter System (NPS). A quick survey is sent via email asking, on a scale from 0 to 10, how likely the recipient is to recommend Daxko to a friend or colleague. Upon receiving responses, we categorize customers into one of three categories:

  • Detractors
  • Passives
  • Promoters

We then find the percentage of promoters and subtract the percentage of detractors to figure out our Net Promoter Score. Always wanting to improve and searching for more details, we reach out to see what we could do to further improve the Daxko experience.

Placing a nice bow on the conversation, Molly once again took to the stage with a quote that summarizes the TMD nicely: ‘the benefits of long-term customer-centric focus are substantial, but so is the commitment.’ From a business perspective, it makes obvious sense to consistently keep the customer satisfied and to, when they are not pleased, see how we can resolve issues and fix problems. The overall goal of everyone in the company, then, must be to further Daxko as a ‘listening company,’ one that hears its customers and whose actions are not necessarily always pleasing, but are done in good faith.


McKee S. is a Project Manager who loves playing video games and kickin’ around a hacky sack.

Living Unoffended

By | Culture, Free Career Advice, Healthy Stuff | 2 Comments

Offended. We’ve all been there. I’ve cried my fair share of offended, frustrated tears, and stomped my feet in anger at the gall of someone to make such an offensive comment. And the offense always comes at just the wrong moment, too. Maybe you can relate to one of these sentiments:

They have no idea how many hours I put into that! 

They have no idea how much thought I put into the planning! 

They have no idea how I managed to pull that off well with 5 other balls in the air to juggle, and I still managed to feed kids dinner when I got home!

There is an ancient proverb that rightly observes that “it is harder to win an offended brother than a strong city.” Our natural response to offense is anger and frustration. It only makes sense. But this angry, frustrated state doesn’t really do anything for me or anyone else, aside from cut down on my productivity (and it does). Lately I’ve been struck by how easily and how often I find myself offended—even if just slightly. So easily I let offense ruin my day or even my week, that I’ve decided something must be done. 

THERE ARE TWO TYPES OF OFFENDERS:

1) Those who mean well.

Though their delivery is offensive, there are many people who offer their “helpful advice” because they truly believe that it is just that: helpful. Their heart in sharing this advice with us, the offended, is not to belittle us, but to add to us. In these cases, difficult as it may be, I’m learning to look past the offensiveness of the implications the offender made, say “Thank you,” and laugh it off. Most of us have been on the offending side of this— the part where the words came out of our mouths, but just as they hit the air they didn’t sound like what we we had intended. There’s really no recovery. I’ve been on both sides of this, and I’m making the decision to have some grace for the offender when I’m on the offended side. 

2) Those who are just mean.

Let’s face it: these people exist. Everywhere. These are the people who WILL say and do mean things, and likely on PURPOSE, with no regard for their negative impact on us. They may even speak offenses passive-aggressively whilst smiling. What do we do about them? Here, I think it’s important to remember that all of us operate through the filter of our past experiences (both good and bad) whether we recognize it or not. Hurt people hurt people. People who have been talked down to talk down to others. Those who have been criticized to a pulp are the nastiest of negative critics. It’s the sad reality of the world we live in. My Momma always told me, “There’s a reason everyone acts the way they do. You never know everything someone has been through.” Here is where I’m learning, once again, to implement some compassion. Is it right for these people to speak this way? No (and in the right moment, with the right attitude, I might respectfully say as much if necessary). But there is something much more important going on here than my pride or feelings being wounded. Here is a human being who has likely been treated as less than a human being at some point in their life. How will I respond? 

In both scenarios I have two choices: I can stay angry and resentful towards this person, or I can choose compassion. This is the moment where I have decided that I want to live unoffended. I know it’s not easy, but I believe wholeheartedly in the truth spoken by Dr. Martin Luther King, Jr.: Darkness cannot drive out darkness: only light can do that. Hate cannot drive out hate: only love can do that. Kindness, not retaliation, is the answer. Compassion, not resentment, is the cure. I haven’t figured it out, but I want to live life unoffended. I think it’s in the best interest of my relationships, my workplace, and my own sanity. It’s going to take some practice, some encouragement, and some intentionality, but I think it’s worth it. 


Ellen D. is Daxko’s Air Traffic Controller, organization queen, master event planner, and lover of running.

 

Change Your Sound

By | Culture, Healthy Stuff, Professional Development, Rewarding Careers | One Comment

I recently went to Las Vegas with my fellow trainers, Kelly and Jill, for Professional Development. We attended the ATD training certificate program. There were several ATD sessions going on, so many of the rooms in Caesar’s Palace were full of people doing professional development. It was very cool to see so many people learning and furthering their careers.

For the training certificate program, we spent two days learning various training techniques from our instructor, Sardek (also known as Dr. Love, since that’s his last name). We spent a good part of the sessions doing group work, so I met lots of new people, including folks who work for Zappos and Hulu. On the third day, we actually had to give a presentation to our small group and they (as fellow trainers) gave us tips on our presentation techniques.

I learned many new ideas from the way Sardek facilitated our training and was able to think from different perspectives based on the feedback that my small group gave me. I was also able to build professional relationships and network with the new people I met, and we are all supposed to email one another at the end of March to talk about the ideas from the trainings that we’ve incorporated into our trainings.

The ATD conference taught me that pushing the envelope is important to making training unique to each attendee… which reminds me of something else – The Beatles (you know I have to put some pop culture knowledge into my blog posts!)

During our first night in Las Vegas, we went to see The Beatles: Love, a Cirque de Soleil show. If you’ve never seen it and you love The Beatles, please do yourself a favor and go see it. If you’re curious, here’s a snippet of some of the magic packed into an hour and a half of showtime.

I told Kelly and Jill that I would probably cry at some point during the show, because The Beatles are my favorite band and have been a longstanding love of mine. Abbey Road is my favorite album of all time and the first record I got on vinyl. Octopus’s Garden is my alarm song that wakes me up every morning. I’ve known the words to Hey Jude for as long as I can remember. Twist and Shout is in one of my favorite scenes of my favorite movie, Ferris Bueller’s Day Off (see THAT blog post here).

As you’ve probably guessed by now, The Beatles are a huge part of my life. I know every song. When Paul McCartney (my personal favorite Beatle) sang Hey Jude at the London Olympics and the camera panned out to show the ENTIRE WORLD singing along with him…that’s all you need to know about the legacy that The Beatles left in their wake.

And that’s the word I’m hinging this post on – legacy. In your professional life, you have amazing opportunities to create a legacy for yourself. Legacy defines the mark that you make on your company, your team, even in just the work that you do.

When we think about The Beatles, we think about a band that changed musical history. These floppy haired boys from Liverpool sang songs about wanting to hold your hand, and everyone went wild for it. The Beatles were a phenomenon. They changed music. But, an important thing to remember – The Beatles changed THEIR music. I could find someone reading this post right now and ask them what Beatles album they prefer, and that will tell me everything I need to know. Some people want to hang on to the Twist and Shout era, some people flow along with The Beatles, no matter the sound. But what we can learn from The Beatles and their legacy (there’s that word again) is that they changed their sound. They weren’t afraid to take risks (and probably take a little more than risks, judging by the song I Am the Walrus).

The times changed. They 60s melted away from A-line dresses and perfectly coiffed hair into peace signs and bell bottoms. The Beatles changed.

We can’t be afraid to push the envelope and to change. Often times, I am guilty of wanting to stick with what is working, because I know that’s getting the job done… but what if I could get the job done better, by doing something a little differently? Circle back to what I mentioned above – I learned so many new training techniques at the conference I attended, and I know they are going to help me do my job better. Sometimes, that little difference is all it takes to both change your sound and cement your legacy.


Deeanna S. is a Software Trainer, cat mom, and Tudor history buff who loves the outdoors.

Perpetually Evolving

By | Building a Company, Culture, Healthy Stuff, Life at Daxko, Rewarding Careers | One Comment