“5 Millennial Myths: The handbook for managing and motivating Millennials” (Gabrielle Jackson)

Gabrielle Jackson: 5 Millennial Myths: The handbook for managing and motivating Millennials”

Generational strategist, author and millennial motivator, Gabrielle Jackson, helps us understand our generational differences and guides us toward positive and effective actions.

Here’s what Gabrielle covered for us:

  1. This is the first time we have 4 generations in our workforce. Who are they and why is this important to recognize?
  2. Why are you so passionate about this topic?
  3. Is college preparing millennials for today’s work environment?
  4. Do millennials value a college education as much as previous generations did?
  5. When I look back at what I’d accomplished by 26, it’s nowhere near what you’ve achieved. Is this part of the millennial culture; rapid achievements?
  6. One of the things millennials have become known for is job-hopping. In fact, the average tenure is less than 2 years. Why is this? Are millennials just disloyal?
  7. You say, “Hard work still means something to us – it just looks different.”
  8. When we’re employing a rockstar millennial, how do we keep them engaged and onboard?
  9. What are your thoughts on mentoring; mentorship programs?
  10. If an organization is looking to attract millennials, what should they be doing; providing?
  11. Millennials are viewed as feeling ENTITLED. Why is this the perception and how can employers and employees address this?
  12. Are millennials really “addicted to technology” and is this good or bad?
  13. Is it possible that technology has made us less equipped to handle social situations?
  14. Each generation has their own preferences when it comes to communication – how can we all get along and communicate effectively?
  15. You say: millennials don’t want to be managed, they want to be led…

“The Culture Blueprint: How to Shift and Design Your Company’s Culture” (Robert Richman)

Robert Richman, author, speaker and culture architect (former manager of Zappos Insights), discusses his forthcoming book, “The Culture Blueprint: The Step-by-Step Guide to Shift and Design Your Company’s Culture”

Here’s what we asked Robert:

  1. Your background is intriguing. For those who don’t know, tell us who Zappos is and the role of Zappos Insights
  2. First, how do you describe “Culture” and what mistakes do people make when defining it for their own companies?
  3. Why is culture SO key; so important?
  4. Like anything else in business, must we begin with vision, mission and values? How do these 3 things differ?
  5. In the book, you remind us that we’re still using military-based language like, “Strategy, Recruit, Train, Fire, Execute, Target, Engage, etc.” Why is this not a good thing?
  6. You say, “It is easy to forget that the external success of an organization is positively correlated to its internal successes.”
  7. You say, “Share what you want to keep.” I’d imagine most people might resist embracing this one. Please explain.
  8. Talk to us about what you call “Culture Hacks”
  9. Give us a favorite culture hack.
  10. You recommend not measuring call times or using scripts…
  11. I must admit, I’m a little tired of the buzz-word, “Buy-in.” – You wrote a section titled “The end of Buy-in.”
  12. How can we be sure someone is a good “Culture fit?”
  13. We hear so much today about the power of STORY – how does “Story” and “Storytelling” fit into all of this?
  14. So many of the companies I work with suffer from fear … more specifically, their employees don’t feel safe having a voice. What can this do to a culture and how can we avoid it from happening in the first place?
  15. Zappos is kind of famous for its offer to pay new hires to quit – what’s that all about?
  16. What do you say to those business owners who claim, “You can have great customer service, but at the end of the day doesn’t it just come down to who’s got the lowest price?
  17. Many companies have an advertising budget, but should everyone also have a customer service budget?
  18. You list several “Immediate wins; Silver Bullets” – what are they?

“What’s the Secret: To Providing a World-Class Customer Experience” (John R. DiJulius)

John DiJulius, of The DiJulius Group and John Roberts Spa discusses his book, “What’s the Secret: To Providing a World-Class Customer Experience”

John has consulted for companies such as The Ritz Carlton, Starbucks, Nordstrom, Lexus and many, many more…

Here’s what we asked John:

  1. We had you on the show in 2009, discussing “Secret Service, Hidden Systems that Deliver Unforgettable Service” – how much of “The Secret” is Secret Service?”
  2. Do you believe our recent economy has caused a “correction;” that companies delivering sub-par service has gone out of business?
  3. In the book you talk about attracting only the people who have customer service in their DNA?
  4. How can you know that it’s time to let an employee go?
  5. Recognizing that every company and every industry is a little different, what’s a good rule-of-thumb to live by when it comes to frequency of customer service training?
  6. Steve Jobs once said, “A lot of times, people don’t know what they want until you show it to them. “ Do customers know what they want when it comes to the service experience?
  7. What do you have to say to the people out there who say, “You know, at the end of the day it just comes down to who’s got the best price!”
  8. How can businesses measure ROI on customer service?
  9. What’s the correlation between customer satisfaction and employee morale / turnover?
  10. Talk to us about “Service Recovery”
  11. What are your “Customer Service Prediction(s) for 2013?