IMPLEMENTING COACHING AND ACTION PLANNING YIELDS HIGH DIVIDENDS

(888) 770-7625 www.cxeinc.com

IMPLEMENTING COACHING AND ACTION PLANNING YIELDS HIGH DIVIDENDS Turn your Performance Measurement results into a proactive development program via coaching.

DATA, DASHBOARDS, REPORTS, ANALYTICS…NOW WHAT? With your Performance Measurement Program in place, now you’re presented with a wealth of valuable data, but do you know what to do with these reports, dashboards, survey results, and service evaluation scores? Implementing a Coaching and Action Planning Program can help you use this data effectively by making it actionable. Integrating a Coaching and Action Plan methodology to your organization’s Customer (CX) and Employee (EX) strategy will ensure a direct conduit between the data and the employee, optimizing coaching opportunities.

To put it quite simply, your service evaluation results (also referred to as Mystery Shops) offer insights into your team’s successes and developmental opportunities, and the Coaching and Action Plan is the framework for improving performance.

CXE’s GROW coaching plan is a simple framework that boosts employee engagement, sparks customer delight, and drives organizational success. Use it to guide a conversation that supports and helps employees to upskill and reskill for development.

THE IMPACTS OF A COACHING MINDSET BOOST Employee Engagement.

Engagement increases retention. In a survey of over 1,700 participants conducted by Achievers, 69% of respondents identified that recognition and appreciation would motivate them to remain with their current employer. Through Coaching, employees feel that their employer cares about their success and professional development. ►

Employee performance and attendance improve with engagement. Statistically, engaged employees do more work, as “highly engaged business units realize a 41% reduction in absenteeism and a 17% increase in productivity.” (Gallup). ►

Coaching builds trust. Increased access to management helps foster better employee-manager relationships and the achievement of shared goals.

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SPARK Customer Delight.

Organizations with developed coaching cultures perform better on (KPI) key performance indicators such as customer satisfaction. ►

Coaching Activates Learning. Coaching and action planning provides a clear-cut performance improvement plan that allows employees to apply their knowledge from training in the workplace. As a result, they can sharpen their skills and assist their customers with confidence. ►

COACHING R.O.I.

51%

of companies with a strong coaching culture report higher revenue than their industry peers.

(Human Capital Institute)

88%

An increase in productivity was seen with coaching vs. 23% from training alone.

(Center for Management & Organizational Through effective coaching, employees Effectiveness) can readily address customer concerns at the first point of contact. When this happens, customers feel acknowledged, and the prompt resolution of their problems leads to loyalty.

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DRIVE Organizational Success.

Coaching is low cost. You can achieve higher performance through coaching without overspending on monetary incentives to drive it! ►

Coaching is a highly scalable and sustainable solution. When implemented correctly, coaching integrates into employees’ day-to-day workflow without impacting the bandwidth of the coach or recipient. ►

Effective employees create value for customers, and coaching has the most significant impact on the effectiveness and performance of frontline employees.

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KEY TAKEAWAYS The ability to motivate, inspire, and encourage positive behavioral changes is innate in most managerial staff, but they may not know how to coach. CXE’s GROW Coaching & Action Planning Program is a timely solution with a powerful impact. Its easy implementation, and seamless integration with your existing Performance Measurement program ensures the alignment of your data with results. Equip your leaders with the exact skills they need to become the catalysts for long-lasting organizational change and improved Customer and Employee Experiences—the dividends are exponential!

The GROW Coaching and Action Plan

A Simple Employee Development Framework to help you coach effectively provides: ►

Methodology for professional development and career growth

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Step-by-step instructions on how to coach

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A list of the right coaching questions to coach effectively

JUMPSTART YOUR EMPLOYEE DEVELOPMENT If you’d like to be the catalyst for long-lasting change and create a coaching culture, our experts can help you get started. Contact us today so we can walk you through the process and discuss next steps.

LET’S START COACHING! THE CXE DIFFERENCE CXE partners with companies to provide the cornerstone and foundational work needed for continued innovation and improvement of the customer’s experience. CXE has delivered, designed, and created customized programs to enhance employee and customer experiences for nearly three decades. CXE inspires organizations to innovate and transform their service culture, ultimately delivering employee and customer experiences that boost employee engagement, spark customer delight, and drive organizational success.

(888) 770-7625 www.cxeinc.com