Before these get too far back in my rear view mirror, here are key learning’s for me from TSW:
Live chat can drive customer satisfaction and revenue. I just had an excellent chat experience with Build.com regarding a product return, and now I’m telling all of you about it. It was that good. Here’s what one presenter at TSW showed for the impact of live chat on their organization:
I love this, and hope it will someday be a part of all Kronos products. EPS provides product guidance when a user needs it, as they are using the product. Of course, I want ours to have ESP, and be able to predict when a user will have a problem, then provide guidance before they know they need it. Here’s a quick primer slide on EPS by ANCILE:
Evolving to outcome-based services from a product/services approach requires a new way of thinking about solving customer problems. This slide captures the transition nicely:
I continue to be amazed at their use of technology to enhance their customer experience. Recently, they revamped their public, partner, and employee online properties with fantastic results:
Net Promoter Score is Dead
This was mentioned in the keynote by TSIA CEO, J.B. Wood. I missed it, of course, but in conversations with my co-workers, it’s not the idea of measuring customer loyalty that’s dead, but the fact that it’s a look-back. Today, service providers have to react real-time in solving customer issues, not later after a survey.
But we should always think like #2. Tom Fishburne – Marketing Guru… Hmmm… Sounds familiar.
- 3:56pm departure from Las Vegas delayed to 5:45, but I did strike gold in the terminal!
- That recalibrated our arrival time from 11:59pm to 1:41am.
- JetBlue had issues with the toilets, and the TV’s weren’t working, but free Wi-Fi was!
- Our landing in Boston wasn’t bad, in spite of 40 knot gusts…
- …but we had to wait for a gate.
- Then a baggage ramp broke, so baggage was delayed.
- Hey, in spite of the downpour, I was in the garage… Um, check that. I was on the roof of the garage.
- At 2:20am or so, the Mass Pike heading West from the airport was reduced to one lane… clogged with cars.
- It was a slow slog home, but I made it safely at 3:30am…
I’m doing the Vegas thing again for KronosWorks November 9-12, and apparently so are many of you! Right now we’re pushing 2,500 customers, partners, employees, and Adam Savages, an all-time high, so the app will get a workout, but you can start planning with it now. Just hit our download page and choose Android, iOS, or HTML5 to use it on a laptop.
Follow me and I will follow. Wow! They were young!
It’s tough for me to focus when my brain is swirling like a smoothie in a blender, but that’s what Technology Services World has done to me. I’m learning about so many ways for Kronos to leverage the Nexus of Forces, or the 3rd platform, depending on whether you follow Gartner or IDC. I’m There are so many ways we, and other technology providers can improve the customer experience, and things are moving faster than ever. In one wonderful presentation, I learned to first understand the end business outcome the customer wants, then work backward from there to figure out how best to help them. Sessions on live chat and performance support blew me away, then I saw this slide in a session on learning communities… Then I had a Ferris Bueller moment. For organizations and individuals, this is so simple, but a key to maintaining and increasing our relevance:
“Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.”
It’s day 2 in Vegas for Technology Services World, so of course I woke up at 4:38… I think I’ll go to the gym while you enjoy this excellent guest blog by Dan Ahrens. Dan has been with Kronos and in the cloud for almost 3 years and is a manager responsible for customer relationship management. His team provides customer advocacy and ensures cloud customer satisfaction. Prior to coming to Kronos, Dan was on both sides of the table as both the guy buying and the guy selling software systems and support services.
By Dan Ahrens
I had the privilege last week to attend the Kronos Global Sales Kick Off held this year in Atlanta, GA. While every Kronos event is fresh, exciting and invigorates me to push further to exceed previous bests, the keynote speaker this year motivated and challenged me more than anyone I could previously recall.
Erik Weihenmayer spoke to our group of over 1,000 for an hour with no notes, teleprompter, PowerPoint slides or other visible assistance. Now for most of us, even those moderately comfortable with public speaking, this is more than we would choose to tackle, but this was not by choice. Erik is blind. He proceeded to amaze us with truly astonishing stories of accomplishment. Erik has climbed to the summit of Mt. Everest. Stop there. That alone is a feat completed by probably less than 1 in a million people. Ok, let’s continue. Erik has also climbed to the summit of the tallest mountain on all seven continents. Wow! As if that wasn’t enough, he has climbed rock faces that require an elite level of physical and technical ability, like Yosemite’s 3,000+ ft El Capitan (look it up, it will give you chills) and a number of other difficult ascents that would give even the most sure footed adventurer a nasty case of vertigo. Erik’s not done. Most recently he kayaked the Colorado River through the Grand Canyon which has some of the most treacherous, unpredictable, and deadly rapids in the world. Just in case you forgot, let me remind you: Erik is blind.
Erik explained to us how we can transform adversity into an opportunity for growth and greatness, and he pulled from his experiences to make an emotional connection and hopefully – light a spark of transformation in us. One of the things he credited with allowing him to achieve the seemingly impossible was trust. He didn’t just jump in a kayak and start paddling downstream on the Colorado; he had a trusted advisor and river guide that was paddling in a kayak behind him, talking to him via a specially designed waterproof headset to help him navigate the dangerous eddies, hidden rocks and other perils. On his climbs, he had trusted team mates who helped him compensate for a lack of sight by providing necessary details, instilling confidence, and keeping him pointed in the right direction. Even fellow climbers with perfect vision rely on experienced guides, like Everest’s Sherpas, to set the best way ahead.
How many times in life do we feel like we are blind? Not literally blind, but faced with a number of choices and no clear way forward. We find ourselves desperately seeking the ability to see beyond the fog, with a vision that allows one path to shine forth as the best. This is when we often turn to our team; our trusted advisors that we have chosen to help us navigate uncertain waters.
When it comes to workforce management (you knew I’d eventually have to steer it this way, right) many organizations feel blinded by the challenges and myriad of options ahead of them. Technology is moving faster than ever, presenting options never before conceived and all with potential for hidden dangers. Some get analysis paralysis and opt for the “safe” option of staying put, “camping out” with paper timekeeping practices or outdated information systems. At Kronos, we encourage employers everywhere to reach ahead, but that takes trust. Our sales team (and all the amazing folks that support them) helps organizations make sense of the options, guide them to solutions that make the most sense. Our services teams provide assurance and leadership, like seasoned Sherpas, guiding our customers through a successful implementation, while helping them avoid potential pitfalls that could keep them from reaching the summit of “go-live.” Our technical support and cloud professionals are ever present and available (they wear headsets, just not waterproof ones) to advise and guide through the changing waters of long-term ownership of the system, always doing their best to navigate customers on the path with least risk.
Erik couldn’t have done the great things he has achieved (and will achieve) without a team he can trust. Similarly, our customers need a Kronos team of people they can trust. So the next time a customer needs guidance taking the next step, or a fellow Kronite could use help with a challenge ahead of them, or someone in our personal lives is seeking guidance on a difficult decision, be there for them – guide, advise, lead, inform, encourage, motivate. Erik Weihenmayer is a shining example of what can be accomplished when we embrace the concept of trust and team.
With Sales Kickoff and another “cloud experience” shrinking in my rear view mirror, I met (Work)Joyce and Lisa Pratt for a taxi to the airport. The night before (actually I don’t remember when it was…) I learned about Lisa’s dislike of air travel and her tendency to uh, get a little queasy in coach. Oh, and then I discovered we were on the same flight home. I said, “that’s cool, as long as you’re not sitting behind me.”
The taxi ride was uneventful with one exception. The service. The staff at the Hyatt Regency Atlanta and the crew at the Hartsfield–Jackson Atlanta International Airport are friendly and accommodating. I guess that’s the “Southern Hospitality” thing. After leaving Joyce for her USAir flight, and arriving at Delta check-in, Lisa noticed I was in 39C. “I’m right behind you,” she said from right behind me… Duh, no kidding. What she meant was that the potentially projectile puker was sitting directly behind me for the 2 hour and forty minute flight… Nice. “Jeez,” I muttered meekly. I was sitting in a bio-hazard hot-zone. “What are the chances of that?” Now here’s where things get weird. My query was rhetorical, but “Ms. Data” took it literally and fired up the Cray between her ears. I was fine with the “Wow, man… It must be like a million to one,” but no, stat geek needed to know the number. Considerations and calculations commenced while I tried to ignore it by playing with my phone. “We have to exclude first-class because Kronos would never pay for that.” “Uh-huh…” Lisa’s processor was humming… I asked her to send me an email on the findings so I could blog about it. Here’s what I got…
“We were in a Boeing 757. There were 26 rows in economy cabin each with 6 seats for a total of 156 coach seats. Of which I could have been in any except the one assigned to you, so I had a 1 in 155 chance (or a 0.6% probability) of having the seat directly behind you.:-) Lucky you!”
Wow. 0.6%. Except it’s wrong. 21 of the seats in coach are “comfort” seats, and they cost extra. As do the 12 seats in 2 exit rows. So we must deduct those 25 from the 156 coach seats, and then one more for my seat, leaving a 1 in 130 chance (or a 0.76923% probability) of Nauseous Nelly sitting directly behind me.
Now I don’t know what the chances were of her actually ralphing, but she didn’t, so yeah, lucky me.
My plan to showcase customers, partners, and employees that actually solve workforce management problems every day is slowly pulling in guest posts like a death star tractor beam. Here’s the latest. Tom Wolf is a Support Engineer on our Kronos Global Support team where for the past eight years, he’s supported Workforce Central customers in the shadowy alleys of data where our suite intersects customer infrastructure and enterprise systems. Tom also has a pretty nice commute to work that doesn’t involve any dark alleys.
I check our family calendar. No activities before school. No commitments after school. That gives me the extra time I need. I check the weather. 30% chance of rain – worth the risk. Morning temps in the 40s going to the 60s for the afternoon. I put on an extra Dayglo jacket and full-finger gloves and stuff my work clothes in the saddle bag. I glance out the window. The morning sun limns the top of the fiery maples while the street still lies in bluish shadow below. The trip home will see the same effect as the days of bicycle commuting grow short with the earlier sunset. But the end of DST is still a few weeks away. For now, I will enjoy a ride in the crisp air of New England’s most colorful season.
My commute begins on a rail trail bike path, safely separated from the busy streets. The intensifying sunlight creates a beautiful distraction as it reflects an impressionist painting of reds and oranges along the edge of Heart Pond. The only traffic is squirrels and chipmunks darting across the path or, occasionally, a family of wild turkey or deer. Oh, and dog walkers and other bikers. But in the morning I mostly have the trail to myself, the quiet disturbed only by spinning sprockets and whooshing wind.
As I approach the town center, I become more alert and steel myself for more defensive riding among the potholed shoulders and distracted drivers. That beautiful light on the pond is now morning glare that blinds both me and surrounding drivers. Luckily, the cars are mostly stopped or crawling through the busy intersections, which greatly reduces the danger of collision with a fast moving steel box that outweighs me 15 times or more. I can’t help but feel a little smug as I ride the shoulder, passing one car after another — a traffic rule where bikes have an advantage. I still stop at intersections, wait for green lights, signal my turns and, in general, respect the steel boxes that share the road.
I arrive at work slightly winded but energized by the beauty and sense of accomplishment I have already experienced today. I have done much more than commute to work. I have exercised and saved money on gas and reduced my carbon footprint.
This is the time in the blog where I spin this experience into a message about Kronos implementation services (so Leo will publish it). An implementation project starts out like my commute with some planning and anticipation about the beautiful vision of what this project will accomplish. The early part is fresh and exciting as that vision starts to become real. But, things get busy and rough as the new project merges with existing business practices. You “share the road” by respecting the existing practices while crafting a better solution and not getting stuck in the status quo. When all is done, you look back and measure your results and realize that you accomplished more than you had originally set out to do.
In my case I get to do it all again on the way home.