Listen to “#681 How to Compete in the New World of Work” on Spreaker.
On this episode of The Small Business Radio Show…
SEGMENT 1 with Keith Ferrazzi, starting at 0:00: How do you compete in a post-COVID new world of work where high-performing teams are the key to your company’s success but you still struggle to keep your teams together?
SEGMENT 2 with Shawn Hill, starting at 18:30: We all know the importance of customer reviews for our companies – but you may not realize how these reviews affect company culture.
SEGMENT 3 with Steve Oriola, starting at 36:15: Customer relationship management (CRM) systems have been around for decades, and the critical function they serve in a small business has never been more important. Are you taking full advantage of your CRM?
Sponsored by NiceJob.
More on each segment below.
Segment 1: Keith Ferrazzi is a #1 New York Times bestselling author, speaker, entrepreneur, investor, philanthropist, and executive team coach who helps executive teams harness Radical Adaptability and Co-Elevation® to transform enterprises in an unpredictable work world. As Founder and Chairman of Ferrazzi Greenlight and its Go Forward to Work applied research institute, he works with top organizations to maximize team performance and achieve transformative outcomes. He formerly served as CMO and Head of Sales at Deloitte and Starwood Hotels. His new book is called Competing in the New World of Work.
1:45 – What is the current state of business? Small business owners can’t find people.
3:00 – The highest performing teams during the pandemic did this: co-elevation.
4:30 – Do you want an engaged employee base? Engage your employees.
5:30 – What makes your employees feel loyal to your company?
7:00 – How do you establish shared accountability on the team?
9:45 – What does it look like to actually find evangelists in your company?
11:30 – How to achieve extraordinary goals by leading through agile sprints.
13:45 – Designing the optimal workforce using 6 Decision Dials.
Segment 2: Shawn Hill is the Community Director for NiceJob, Inc. and host of The NiceJob Podcast. With 15+ years of experience across the US and Canada, Shawn is an expert in reputation marketing, community communication and engagement and is passionate about customer-driven growth – connecting people and establishing, building, and protecting reputations. He also is a certified Fun Delivery Specialist.
18:30 – How can online reviews affect your company culture?
20:30 – What can 1- and 2-star companies do to improve to 5-star companies?
22:30 – How to convince 5-star professionals to join your team, even if you aren’t a 5-star rated company yet.
24:00 – How to handle a negative review so it doesn’t affect company culture.
27:00 – How have review sites like Glassdoor become a building block to a strong company culture?
30:00 – Should employers reward employees based on their customer reviews?
32:15 – Many small businesses don’t have very many reviews. What can they do to increase the number of customer reviews they receive?
Segment 3: Steve Oriola is a progressive leader that brings more than 20 years of leadership and success to Act! as President and CEO. His reputation is built on his successful track record working with industry leaders such as Constant Contact and IBM — building solutions that delivered top results for SMB and enterprise customers. Steve is a former Executive-in-Residence at Bessemer Venture Partners, where he advised portfolio companies including an interim COO role at Raise. Steve holds a bachelor’s from the University of Massachusetts, Amherst in business, and an MBA from Boston University’s Questrom School of Business.
36:15 – How did Act! get started as one of the earliest customer relationship management (CRM) systems?
38:30 – What is the current state of small business customer relations?
41:00 – What are the essential elements of a CRM for small businesses?
42:45 – How marketing and a good CRM go hand-in-hand.
43:45 – The differences between CRM for small businesses and CRM for large corporations.
45:30 – How do you get your employees to actually use a CRM?
48:00 – What analysis can you do with CRM data?
50:30 – How much training is needed to implement a CRM like Act!?
