The Cardinal Points of Business(c)
Delivering an Exceptional Experience
Historically, as detailed in Michael Porter's seminal book Competitive Strategies, businesses have competed in three generic arenas of competitive strategy: cost leadership, differentiation, and focus.
Today, however, Consumers are attracted to a Fourth Economic Value...the Experience They Receive from Your Product or Service.
The Experience You Delivery & How It Makes Your Customers/Clients Feel are directly related to their level of Satisfaction & Engagement...and by extension, your brand.
Delivering an Exceptional Experience has Never been more Important.
A few years ago, Bain & Co. surveyed 362 companies and found that 80% of the executives surveyed believed they delivered a superior experience to their customers.
When surveyors asked the customers of those companies the same question, astoundingly, only 8% felt they received Superior Experience. Closing the Delivery Gap, Bain & Co. 2005
At True North, Consumer Experience and Engagement is our North Cardinal Point for the obvious reason…without consumers, none of us would be in business.
Understanding how our organizations “measure up” to your customer's expectations and experiences are keys to planning for and delivering exceptional execution.
The beginning point of the True North Executive Coaching & Consulting service is providing
you with an understanding of where your customers stand relative to their experience with your brand. Much like the title of the Bain & Co. study, we begin by providing each client with an objective assessment of their Experience Delivery Gap.
As a certified CX Pro by one of the premier thought leaders in Customer Experience (CX) we work with leadership & appropriate team members through our coaching & consulting process to develop and improve the CX journey of your customers, then help you set up the True North CX Performance Measurement & Monitoring System to help you measure & monitor improvements, Value & ROI.
Call us to discuss an independent assessment of the experience you are currently delivering.
Cardinal Point - East
Workshop & Coaching Platform
Cardinal Point - South
Leadership determines the direction & focus of our metaphorical business compass to the area in most need of attention. At any given point in the business journey, leadership can direct the organization towards improving the customers' experience, enhancing employee engagement, or increasing brand awareness. Sometimes, however, the direction that is needed is in Leadership Effectiveness or continued development for the next generation of leaders. Improving the level of Emotional Intelligence of your leadership team can help.
In January 2018, The World Economic Forum published their Future Jobs Report listing the Top 10 Job Skills needed by the year 2020 for what they called “The Fourth Generation Industrial Revolution.”
Emotional Intelligence was listed #6; what was more revealing was that 5 of the other job skills listed in the report were directly related to the core competencies found in emotionally intelligent leaders.
Emotional Intelligence has many definitions, most of which, revolve around one central theme: our ability to regulate and recognize emotions in ourselves and others.
A study by Hay McBer Associates found that of 3,781 employees completing their survey,
50% - 70% of employees’ perceptions of their working climate was directly linked to the Emotional Intelligent Characteristics of their leaders.
We are proud to be certified by Genos International, as an Emotional Intelligence Practitioner. Genos, founded in 2002 by Dr. Benjamin Palmer, is a leading global Emotional Intelligence Assessment firm. To learn more about Genos and the work we do please visit Genos International their website at www.genosnternational.com.
The importance of employee engagement has steadily grown over the past few years as studies and experience have proven that engaged employees add value to a company and its customers.
Engaged employees are more productive and have a positive impact on those around them. Whereas, employees who are actively disengaged can cause problems for managers, co-workers, and most importantly...customers.
In August of 2018, the Gallop organization issued its annual report on Employee Engagement. For the report, Gallop randomly surveyed 30,628 adults working full or part-time. They found at the 95% confidence level, that 34% of the workforce in the United States were “engaged,” 53% were “not engaged,” and 16.5% were “actively disengaged.”
The survey defined “engaged employees” (34%) as workers who are involved in, enthusiastic about, and committed to their work and workplace. Those defined as “not engaged,” (53%) were generally satisfied but not cognitively or emotionally connected to their work and workplace; they show up and do the minimum required but are more likely to leave for a slightly better offer. Those categorized as “actively disengaged,” (16.5%) were defined as having miserable work experience and, at times, make everyone else around them miserable and are very likely to leave at the earliest opportunity.
Considering the statistics from the Gallop Report on Employee Engagement, the prospects of losing employees are great, and the cost associated with that loss is ever-increasing. Building and maintaining an engaged workforce adds value to your customers and your bottom line.
True North can help by co-designing and conducting an objective employee engagement survey that will statistically measure your organization’s current level of employee engagement and performance providing you with an objective report detailing our findings. We then work with your team to develop performance-based initiatives to enhance employee experience. Going forward, if you like, we will periodically monitor employee engagement and performance levels of your organization & the impact on your bottom line.
Ever wonder about your organization’s current level of employee engagement and performance and
how is it impacting your bottom-line?
Ask us about our Cardinal Points Global Performance Survey “GPS”.
Today Brand Management and Brand Experience are just as important, if not more so
than Brand Awareness.
At True North, we work with our clients to align their Vision, Value, Mission, and Brand Promise Statements with the core competencies found in The Cardinal Points of Business© helping our clients craft a Brand Awareness Strategy focused on what matters most...customer satisfaction. Expand your Brand Awareness by alignment with and implementing the Cardinal Points of Business (c).
Entrepreneurial Experience & Credentials
Built, Sold, and Successfully Transitioned 2 Businesses
Graduate Executive & Organizational Coaching Program
Certified Executive Coach
Center for Executive Coaching
Advanced Certificate Family Business Advisor
Family Firm Institute
Advanced Certificate Family Wealth Advisor
Family Firm Institute
Institute for Preparing Heirs
Family Dynamics & Wealth Transfer Program
Competitive Strategy Studies
The Wharton School
Certified Emotional Intelligence Practitioner
Genos International &
The Ei Academy
Certified Customer Experience CX Pro
Forresters CX Program
Bachelor of Science, Business Administration
Arkansas State University