Training Industry Quarterly - Spring 2012 - (Page 33)

The Difference Makers: Click the link above to hear a podcast recording of this TIQ article Identifying and Hiring the Right People B y D r . B o B B y B a k e r T However, despite well-intentioned vision hink about the people who deliver a great Today, business statements, inspirational posters and incencustomer experience: The store employee who gives you his undivided attention on success requires tive programs, most companies fall short delivering intended brand experiences and an exceptionally busy day, the local franchise more Than The wobble along in mediocrity. One of the primanager who remembers your name and asks about your family or the flight attendant who delivery of goods mary reasons behind this persistent mediocrity is the failure to consistently identify and overhears you say that you have a headache or services hire individuals who can not only do their and brings you an aspirin before you ask. These jobs, but who will represent your brand and employees are going above and beyond the thrive in your company culture. functional requirements of their jobs and their Most agree that the characteristics that determine “difference service-driven behaviors contribute significantly to your customer makers” — employees who truly care about the company, coexperience and satisfaction. workers and customers — can’t be taught, no matter how intense Today, business success requires more than the delivery of the training. And commonly, most assume these characteristics goods or services. To truly stand out among all consumer choices, are intangible and can’t be measured. companies must deliver an experience that differentiates their However, using a scientific approach, you can measure inbrand and creates a lasting, positive impression among customtangible qualities such as the drive to serve, a “we-over-me” aters. 33 Training Industry Quarterly, Spring 2012 / A Training Industry, Inc. ezine /

Table of Contents for the Digital Edition of Training Industry Quarterly - Spring 2012

From Where I Sit: Training in Alignment
Table of Contents
Ad Index
Guest Editor: Leveraging Goal-Setting & Feedback
Learning at the Speed of Business
The Dark Side of Digital
Closing the Generation Gap Between Leaders
Tomorrow's Learning: Blended & Just-In-Time
Assessing Learning and Performance
The Science of Engagement
Engaging Senior Leaders in the Learning and Development Process
Six Critical Measurement Mistakes and How to Avoid Them
The Difference Makers: Identifying and Hiring the Right People
Casebook: DTCC Learning: Developing a Training Digital Nervous System
Leadership Competencies: Delivering Results
Tweet Suite
Company News
Closing Arguments: Measure For Measure

Training Industry Quarterly - Spring 2012