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Analize

The secret to boosting customer satisfaction

Posted by on Oct 20, 2014

The three Cs of customer satisfaction: Consistency, consistency, consistency It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention. “Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience. Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing. Getting consistency right also requires the attention of top leadership. That’s because by using a variety of channels and triggering more and more interactions with companies as they seek to meet discrete needs, customers create clusters of interactions that make their individual interactions less important than their cumulative experience. This customer journey can span all elements of a company and include everything from buying a product to...

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Treninzi

Party 2015

Posted by on Dec 15, 2015

Veliko zadovoljstvo nam je bilo pozvati prijatelje i partnere tvrtke PROAGO na sjajnu zabavu u restoran Mostovi u GREEN GOLD CENTRU u Zagrebu. Osim ugodnog ambijenta, uživali smo u interaktivnim sadržajima, vrhunskoj glazbi i karaoke eventu. Puno hvala svima koji su se odazvali na naš domjenak i nadamo se da ćete imati lijepe uspomene na PROAGO Team. Do slijedećeg susreta, uživajte u maloj galeriji koju smo...

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Coaching

Are you making one of these coaching mistakes?

Posted by on Sep 15, 2014

Considering Coaching to Support Learning? Be Sure to Avoid These Common Mistakes Coaching helps an individual take something they’ve learned and turn it into new behaviors—and that’s true whether the coaching is a follow-up to leadership development training or is a part of a broader executive coaching initiative. But organizations often underestimate the time and effort required to help leaders change. You need a good partner who can help you identify some of the common pitfalls and who can guide you to success, says Patricia Overland, a master certified coach who helps to head up the Coaching Services Division at The Ken Blanchard Companies. A Change in Mind-set The most successful coaching initiatives occur when an organization sees learning as a way to constantly help their people develop new skills instead of just checking a box saying that they completed a training program. The better goal is to create an organization where people are continuously learning and continually improving their skills. Overland explains that The Ken Blanchard Companies is unique in that it has access to a network of 140 professionals...

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Poslovno savjetovanje

Četiri najučinkovitija načina kako vođe rješavaju probleme

Posted by on Jul 10, 2014

S toliko se mnogo problema danas suočavamo u našim životima i na poslu,  i čini se kako nikada nemamo dovoljno vremena rješiti svaki od njih bez nošenja s nekom vrstom neprijateljstava. Problemi se gomilaju tako brzo da se neizostavno nađemo u situaciji da koristimo prečace kako bismo privremeno otklonili tenzije – tako da se možemo prebaciti na idući problem. U tom procesu ne uspijevamo riješiti srž svakog od problema kojima se bavimo; stoga se u kontinuitetu dovodimo u zamku beskonačnog kruga koji otežava pronalaženje ikakvih stvarnih rješenja. Zvuči li vam to poznato? Rješavanje problema je srž djelovanja i postojanja vođa. Vođama je cilj minimizirati pojavu problema – što znači da moramo biti odvažni pozabaviti se njima prije nego nas situacija na to primora. Moramo biti ustrajni u našoj potrazi za kreiranjem i održavanjem momentuma za organizaciju i ljude kojima služimo. Ali realnost radnog mjesta nas suočava s ljudima koji kompliciraju stvari svojim korporativnim politiziranjem, samopromocijom, igrama moći, manevrima i zavišću. Silosi, nedostatak novca i resursa i mnogi drugi čimbenici i situacije također otežavaju produktivnost ljudi. Konkurenti nam jednako kreiraju probleme kada...

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Nedavne objave

Party 2015

Party 2015

Veliko zadovoljstvo nam je bilo pozvati prijatelje i partnere tvrtke PROAGO na sjajnu zabavu u restoran Mostovi u GREEN GOLD CENTRU u Zagrebu. Osim ugodnog ambijenta, uživali smo u interaktivnim sadržajima, vrhunskoj glazbi i karaoke eventu. Puno hvala svima koji su se odazvali na naš domjenak i nadamo se da ćete imati lijepe uspomene na PROAGO Team. Do slijedećeg susreta, uživajte u maloj galeriji koju smo...

How to deal with a negative coworker?

How to deal with a negative coworker?

Some people exude negativity. They don’t like their jobs or they don’t like their company. Their bosses are always jerks and they are always treated unfairly. The company is always going down the tube and customers are worthless. You know these negative Neds and Nellies – every organization has some – and you can best address their impact on you via avoidance. On the other hand, sometimes normally positive people are negative. Some of the time, too, their reasons for negativity are legitimate. You will take a completely different tack with these occasionally negative people. We’ll deal with both of these varieties of negativity from people. Tips for Dealing With Occasional Negativity Listen to the employee or coworker’s complaints until you are certain that they feel heard out and listened to. Sometimes people repeat negative sentiments over and over because they don’t feel like you have really listened to them. Ask questions. Clarify their statements. Make sure you have actively listened. Decide if you believe the employee or coworker has legitimate reasons for their negativity. If you decide affirmatively, ask if they’d like your help to solve the problem. If they ask for help, provide advice or ideas for how the coworker can address the reason for their negativity. Short term advice that points a person in a positive direction is welcome. But, your role is not to provide therapy or counseling. Nor, is your role to provide comprehensive career advice or long term recommendations. Point the coworker to helpful books, seminars, or the Human Resources Department to solve their problem. Know your limits when advising coworkers. Sometimes, the coworker just wants to complain to a friendly, listening ear; they don’t want your advice or assistance to address the situation. Listen, but set limits so the coworker does not overstay or over-talk his or her welcome. Long term complaining saps your energy and positive outlook. Don’t allow that to happen. Walk away. Tell the coworker you’d prefer to move on to more positive subjects. If you listen to the coworker’s negativity, and decide the concerns are not legitimate, practice personal courage and tell them what you think. Tell the coworker you care about their...