Episode 210 – Socially Supportive and 4DX

Episode-210-FacebookAd-1200x628
Listen to this episode

 Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

  •  Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

Episode 1 – Socially Supportive and 4DX

A Thoughtful Thursday Episode. Thoughtful Thursday focuses on overarching strategy.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com
“Effective leadership is putting first things first. Effective management is discipline, carrying it out.” – Stephen Covey

Book of the Day: The 4 Disciplines of Execution: Achieving your Wildly Important Goals – Stephen Covey

The 4 Disciplines of Execution – According to Frankie

The whirlwind: Our daily lives are filled with a “whirlwind” of different activities that vary in levels of importance and urgency.
The point: The point of 4DX (The 4 Disciplines of Execution) is essentially that you pick one item out of the whirlwind and, while maintaining your daily requirements, focus also on fully resolving one of the issues in that whirlwind that will move you closer to successfully meeting your important department goals.
The steps:
Pick 1 Wildly Important Goal: (technically you can pick more than one. Don’t do this at first. Get function first, get fancy later.)
Set These Parameters
Baseline: Note where you are now
Goal: Define a goal you’d like to hit
Timeline: Set a date by which the goal will be achieved
Act on Lead Measures, Not on Lag Measures
Lag Measure: Lag measures are the “results” where it’s too late to change. An example is wanting to have a 7 minute Initial Response Time on Twitter in the month of August. On September 1 you pull the report and see that you either already did or already did not meet that goal. At that point it’s too late to impact the results.
Lead Measure: Lead measures are activities agents perform every day that you bet will get you closer to your goal. For example, if you want to achieve a 7 minute Initial Response Time and an agent thinks that keeping their knowledge database open all day for easy access would help them find answers, they commit to opening their knowledge database at the beginning of each shift and leaving it open all day (totally making this up). They keep track manually (on the honor system) and report on whether they completed this “lead measure activity” each day. The commitment is a large part of the process.
Keep Score on a Board: Create a “WIG” board that displays your WIG goal and tracks Lead Measure progress. Google “WIG Board Example” and you’ll see hundreds of images of WIG boards with varying degrees of creativity and sophistication. The point is to visibly show team progress toward the goal.
Create a Cadence of Accountability: the 4DX program clearly states that WIG meetings should be held once a week, separate from any staff meetings, and should include a readout of whether team members kept their commitments from prior weeks, what sorts of progress they made, and share any obstacles that leaders could then help remove for them in the coming week.
The example: An example is the hotel chain that wanted better customer satisfaction ratings from guests in the hotel lobby (the WIG goal). Staff set WIG goals they thought would improve customer satisfaction goals based on their own roles. Front counter staff faithfully recorded guest preferences on each visit and referred to them upon the next guest visit, etc. Consistently carrying out these behaviors (Lead measure) consistently improved the end results (Lag measure). That’s how they new it was working.
What this has to do with Socially Supportive

I recommend you treat each episode as a specific item in the whirlwind. While carrying out your day-to-day activities, take the daily topic and treat it as a mini-4DX goal. Focus specifically on this task for the day. Print off the Quick Action Sheets provided for shows and follow the steps recommended. I promise you will see improvement. You have the knowledge of the best experts in the industry on your side!

Brought to you by:

  • ParknFly: Save 10% off Posted Rate Reserve Now 
  • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
  • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
  • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
  • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
  • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

Leave a Comment