• If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • Companies Don’t Solve Problems.
    People Do.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

  • Learn something every day. Never stop learning.

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • The brighter you are, the more you have to learn.

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

  • Leadership is being the best you can be, and helping others be the best they can be.

  • The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

IdeaMensch - Dianne Durkin President and Founder of Loyalty Factor

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Passionate People Bringing Ideas To Life

Dianne Durkin – President and Founder of Loyalty Factor

 

by Jessica on October 26, 2010 in leadership

Dianne-DurkinDianne Durkin is the president and founder of Loyalty Factor, a consulting and training firm focused on increasing corporate profitability by providing individually tailored consulting and training services that enhance employee, customer and brand loyalty. The firm has helped small and large organizations like IBM, Fidelity Investment and IKEA, by engaging all constituencies to drive improved customer relationship and management skills.

Dianne Durkin is a visionary entrepreneur and is author of “The Loyalty Advantage,” and the upcoming book, “Magnetic Leadership.” She is a thought leader with more than 25 years of experience in the field, having held top executive positions at Gulf Oil, Digital Equipment Corp. and Corporate Branding Partnership.

What are you working on right now?

Well, in addition to providing consulting services to many of my clients, I’m also working on “Magnetic Leadership,” my next book, which focuses on leadership styles, and specifically on leaders who have an irresistible force of good leadership and are differentiated from charismatic leaders. I’m defining magnetic characteristics as one which creates results of increased productivity and profitability. The book is based on my extensive research and firsthand experiences with leaders who have made a difference in their style of leading organization, and who have attracted, retained and transformed employees into engaged and loyal team members committed to the success of their organization. The book also provides assessments that help anyone determine their “Level of Magnetic Leadership,” as well as strategies and techniques on how to increase one’s magnetism.

3 Trends that excite you?

  • The integration of a multi-generational workforce.
  • The combination of great experience and the energy and global-thinking of the youth.
  • The new focus on leadership development.

    These trends are changing the business world and the way businesses are managed and led.

    How do you bring ideas to life?

    I bring ideas to life by living and practicing them myself. I then take it to the next level and educate and coach people in the workplace — employees, managers, leaders, CEOs and everyone in between. This helps spread my ideas and the practice all around the world. It is amazing how infectious passion and belief can be.

    What is one mistake you’ve made that our readers can learn from?

    The biggest mistake I made was not releasing contract firms soon enough when they were not performing. I tend to become very loyal to the firms I contract with and view them as employees, and I always think that they will improve.

    This happened with both a telemarketing firm and a public relations firm I had. In each case I should have stopped the contract at least six months before we did. Also, it’s important to note that in both cases this was not a contractual issue since the telemarketing firm had been with me for four years and the public relations firm for nine years.

    In both cases the firms grew and expanded, and because of this, we were assigned more junior people with less experience. The result was that expectations were not being met. We discussed it numerous times and simply should have realized what was happening earlier and parted earlier.

    When we eventually did part it was on very good terms. 

    What is one book and one tool that helps you bring ideas to life? 

    The Passion Test — Everyone needs to read and review this every six months.

    What is one idea that you’re willing to give away to our readers?

    Never get comfortable in the business you’re in. Always look for new, innovative ways to grow and expand your business and redefine yourself.

    If you are not continually growing personally, and in your business, you will most definitely lose ground.

    What are your top three strengths, and what are you top three areas for development?

    These need to be at the forefront of a person’s mind to continually learn and grow organizations. Clearly recognizing the engagement and empowerment of employees is key, and excellent leadership practice is the answer.

    The global and creative thinking of organizations happens when those at the company are able to look beyond what they’ve always done to accomplish more and make a real difference in the world. 

    Have you taken any time for yourself?

    As an entrepreneur and business owner who has passion for what I do — and really wants to make a difference in this world ­– I can easily work 12-hour days and burn out. It’s important to learn your point of rest and relaxation and what you need to do to recharge, and then to do it!

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    Website: http://www.loyaltyfactor.com

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