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Who We Are Founded in 1999, ThankingCustomers.com has done research and development into activities to help frontline managers and team leaders with follow-through for their existing managerial activities. Actions for leading relationships (the people part of the enterprise) in addition to managing them. Creating skills for ownership of the "how" to get results to compliment the discipline of "what" needs to be done to get desired results. Developing a career skill to help associates in daily operations build pride and remain inspired through customer focus, learning, and commitments. And last, but maybe the best, is giving team leaders a continuing tool to help all associates receive feedback from their own daily activities. This feedback is critical because associates often receive feedback from colleagues and supervisors but have not learned to receive this third feedback, directly from the work itself. So basic it is often overlooked, yet an attribute of every "star performer." Late last year we brought a best practice "Propel Frontline Leaders" based in the ethics of entrepreneurship to a virtual setting. Developing in association with the informational website, an array of instructional, tutorial, and webcasts all designed to deliver just-in-time career skills for frontline managers to retain and even recruit customers. A user-centered activity and process to give enterprises tools to keep everyone self-motivated, participating, learning, involved, committed, and focused on customers and markets. The practice is based on actions rather than words and strategy rather than theory. A do-it-yourself process for infusing your own passion, culture, character, and existing programs into the practice. Like most things that really work for the long-term the principal cost is time and attention. This year we are introducing two new "models" for customer retention and customer recruitment for frontline managers and team leaders to use in daily operations. Both models are do-it-yourself processes or sets of actions whose primary cost are time and attention. Founded by George Reavis, ThankingCustomers.com is a virtual organization of practitioners and guides for the journey of working backwards to lead relationships. With the believe and passion that this is the next frontier for leadership in delivering service and the only way to make existing programs and procedures continuous. Our purpose in leading relationships is to compliment the existing managerial activities for the people part of the enterprise. We believe there a three fundamental areas of relationships in daily operations:
We lead these three areas simultaneously (ninety-five percent non-verbal) through processes for:
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