Here’s 6 ways to invest in your employees and create a sustainable word-of-mouth marketing machine.
Hire A-Talent. Hire the best available talent. You get what you pay for applies to your employees, too. Your current employees will feel valued and inspired as you hire the best talent to help them continue to create, design, build and deliver products that add to their self-esteem and the customer’s happiness.
Upgrade Your Talent. Invest in the necessary training, coaching, mentoring needed to grow them as your company grows. That creates a mutual value-added proposition.
And, find the new talent that will sustain your growth.
Give Them the Resources. Give them the resources they need to achieve their goals, sustain their passion, inspire them to grow more. That includes the right desks, comfortable chairs, lighting, dual monitors, clean offices, as well as the right technology (software, hardware).
Make It Simple. One purpose, one priority. A house divided cannot stand. More than one goal only serves to weaken the progress towards both. As CEO, we agreed that these were: make ‘em happy and answer their calls immediately. That meant make the customer and/or prospects happy, as they defined it. And that was made meaningful by answering their calls immediately.
Recognize and Reward. Say ‘thank you’. It’s so simple, so easy, so inexpensive to do. Its impact is so profound on the passion, the inspiration, the motivation of the recipient. Say it immediately as Tim Berry suggests. Say it front of their peers, as I suggest. Recognition by managers among your peers and recognition by your peers is a powerful reward and motivator. It’s also free. But judging from some parsimonious uses of this reward, two words in effect, among the business world you would think it was more expensive than our national debt. It’s not. It’s two words. Thank you. Say them, show them.
Listen. Your employees are your best source of knowledge of what they need, what they can deliver. Your customers depend on them for your solutions to their problems. You trust them with your company. Trust them with your heart and ears and mind. Listen to them.
Just 6 steps. Most require little to no additional financial expense. Any additional investment easily generates a positive ROI from:
- lower employee turnover,
- lower hiring costs (your employees’ will be your recruiters),
- higher conversion rates from word-of-mouth referrals,
- lower customer churn,
- increased cross and up-selling
- better cash-flows.
That last one makes you king.
Notice I mentioned wow and viral marketing, cartoons and videos, Twitter or Facebook or YouTube, in fact any social media....a total of 0 times. Word-of-mouth, sustainable word-of-mouth is created, delivered and sustained by those who create, deliver and sustain customer experiences: employees.
Wow your employees. They will do the rest. Trust me. Or don't. But trust them.
Disclaimer: I wrote this 2 years ago. It still seemed true today. I don't think it's going to change anytime soon. Do you?