Tag Archives: feedback

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Are Your Customer Loyalty Programs Driving Customers Away?

How are you treating your customers? Do you have open lines of communication with them so that you really know how they feel? Are your customer loyalty programs attracting and retaining customers or driving them away?

On a recent trip from Calgary to Houston I was bumped out of the Air Canada “Elite” line because my ticket didn’t show my Aeroplan flight rewards status. My wife and kids categorized this as a #firstworldproblem but for those people that travel a lot, not having the loyalty status you have earned is a big deal for quite a few reasons!

For example, I use my status to get into the airport lounges between flights. Besides food and beverages, there is usually a nice place to work complete with free, high speed internet. This means I can usually get a few hours of productive, uninterrupted work completed at each connection and this means less work when I get to my destination. This one feature is really important to me!

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The Dreaded Performance Assessment

I am not sure who dreads a performance assessment more, the employee on the receiving end or the manager that has to prepare and deliver the assessment! I have seen assessments done many ways over the years and I have never found one that I really like.

I recently read Bob Lutz’s book Icons and Idiots: Straight Talk on Leadership after seeing him speak at a PMI breakfast in Calgary. The book is an interesting read full of stories and situations that Lutz worked through during his long career in the auto business. He has a lot of good leadership lessons buried in the book but the most interesting thing I got out of the book was the performance assessments that he provided for people he worked with and reported to.

The model is very simple, fits on one page and is easy to complete (download the Performance Assessment Excel template of this tool from the Business Tools page on this site). It does not involve complex psychological models and performance dimensions. It consists of the following 10 elements;