Category Archives: Employee Loyalty

What Keeps Leaders Up at Night

No matter how successful you are, if you’re like most leaders, you’re occasionally plagued by the doubt that accompanies typical management questions.

In her book, What Keeps Leaders Up at Night, Nicole Lipkin provides the following 2 pieces of advice: Don’t be:

  1. Too afraid to lose: A leader afraid to lose will paralyze himself by
  • Worrying excessively about failing to get the right results
  • Questioning and second-guess every step of the way
  • Avoiding decisions and commitments that might cause mistakes
  1. Too busy to win: Excessive busyness can impair performance and productivity, making you increasingly forgetful, fatigued, and prone to poor decision making and problem solving.
  2. Too proud to see: We all get wrapped up in our own ideas by
  • Letting yourself get so tied to an idea that you won’t let it go
  • Refusing to heed the advice of others
  • Relying on your past successes at the expense of weighing different patterns, options or solutions.

To avoid these pitfalls, a leader must be self-aware!  Taking a moment to reflect and eliminate any unproductive behaviors will make you a better leader and help you to sleep better!

For an honest assessment of your leadership style and to learn how to energize your inner powers despite the outer pressures, call Dianne Durkin, author of The Power of Magnetic Leadership, at 603-334-3401!

Face Time Still Your Most Valuable Asset

The millennials moving into the workforce come with a big imaginary technology bubble wrapped around them.  Corporate leaders see Generations Y and Z coming and mistakenly make room for the bubble to fit through the door – offering social media, instant messaging, texting, skype, e-mail and other remote communication methods.

A recent study by Randstad identifies that 51% of Gen Z and 52% of Gen Y chose the face-to-face meeting as their preferred form of communication.  Less than 20% of each generation said they prefer e-mail.

These amazing statistics bode well for your organization.  The traditional, culture-building team meetings are still top on the list, even for your newest team members!  The need for human interaction remains strong.

For generations, it has been proven that communication is critical to the success of an organization.  As corporate leaders in an evolving workplace, maintaining the grass roots communication should be a priority.  It is face-to-face where we can see expressions, emotion and gestures – all things that are very difficult to gauge when utilizing newer forms of technology.

Plan a meeting, invite everyone.  The technology is simple and the results exponential!a500-virtual-team

Change-Friendly Leadership: How to Transform Good Intentions into Great Performance

Most attempts to change fall flat.  Around the world, countless change efforts are underway in all kinds of organizations, spearheaded by leaders with good intentions.  Despite the good intentions, the majority of these programs will fail.  Why?

In Change-Friendly Leadership, Practitioner Dr. Rodger Dean Duncan shows that humanness, approachability and friendliness are necessary, but often overlooked, elements of making change successful.  Effective organizational change requires the active, mindful participation of the people affected by the change.  A Change-Friendly foundation for effectively engaging people’s heads, hearts and hopes is necessary to create lasting change in your organization.

The big deal about change is usually not the strategy, structure, or systems.  The core is feelings.  In the world of human commerce, nothing changes unless and until people’s behaviors change.  And the kind of behavior that results in lasting (sustainable) change must accommodate people’s feelings – feelings that involve trust, confidence, passion and all those things that make us human.

You can rent a man’s back and hands, but you must earn his head and heart.

  • Effective change requires genuinely engaging the brains of the people expected to embrace and even champion the new state of affairs.
  • Effective change requires engaging people’s feelings – not merely making a business case for action, but making a compelling psychological case for action.
  • Effective change requires engaging people’s earnest hopes: their heartfelt aspirations, even their sense of self.

Leading effectively is a challenge under the best of circumstances.  It’s especially so in an environment of change and transition.  In such an atmosphere, people need comfort and confident direction, not a drill sergeant.


Guiding principles that can help:

  1. Be a gardener. Go for growth. Successful leaders invest energy in growing rather than   They create a nurturing environment and they cultivate with care.
  2. Lead the whole person. Some managers seem to regard people as They try to motivate only with salary and benefits.  Successful organizations lead the whole person :
  • Heads: They want to grow, develop intellectually, learn, and stretch their comfort zones.
  • Hearts: They want to be treated with kindness, respect and dignity. They want good relationships and to feel appreciated.
  • Spirits: They want meaning in life, to be inspired, and to feel they fit.

Three characteristics of an effective leader are:

  • Character: the person’s integrity, motives, principles and values. Character is what a leader is.
  • Competence: the person’s skills, gifts, talents and ability to deliver on promises. Competence is what a leader does.
  • Cause: the person’s reason for leading, vision, goals and “end game.” Cause is what most often motivates and inspires.

Behaviors and relationships in place of titles and stature are the foundation of the Change-Friendly framework.   It is based on the power of the Four Ts: Think-Friendly, Talk-Friendly, Trust-Friendly and Team-Friendly.

To learn more about creating and/or transforming your environment to a Change-Friendly one that will create outstanding performance.  Contact Dianne Durkin at Loyalty Factor @ 603-334-3401.  Loyalty Factor specializes in building employee loyalty, customer loyalty, and brand loyalty for some of the most successful companies worldwide.

Idea Agent

Anyone who has been surrounded by creative artists, writers or musicians knows creativity often comes along with strong – even conflicted – personalities.  Leading a creative team means harnessing this conflict and managing it to benefit, not detract from, the work.

In Idea Agent, Lina M. Echeverria explains that an understanding of each human being and the way he or she relates to others needs to be the guide.  It continues with being comfortable with conflict and with understanding that arguments and discussion are as essential to science as experimentation itself.

The secret to leading a creative team lies in establishing cultures where leaders exhibit flexibility through:

Responding to needs and identifying opportunities

  • Creating unorthodox career paths and letting people move outside their groups
  • Respecting ideas and needs of the whole self
  • Embracing new ideas
  • Accommodating life-needs
  • Changing directions willingly and abandoning tried-and-true ways

In summary, to excel in breakthrough innovation the leader of the organization must create a culture defined by beliefs, attitudes, energy and continual interaction.  It must be a culture of creative engagement and liberating values.  This will create a network that is vital for innovation.
Loyalty Factor has been helping businesses embrace creativity and innovation for over 19 years.  For more information on the value of a corporate culture that welcomes innovation, contact Loyalty Factor at


The Power of One

smile Blue


One motivated individual can change the course of business.

How did Tony Hsieh turn Zappos into an e-commerce giant?  The answer: He created a culture that took care of the needs of his employees and inspired them to meet the needs of their customers.  Tony motivated Zappos associates to grow personally and professionally, and become full engaged in the corporate vision.  Now ask yourself:

  • Do you have a compelling vision, purpose and values that will inspire, motivate and engage your employees?
  • Is it simple and concise?
  • Do people quickly get it?

Now imagine you do and imagine each and every employee in your organization is totally engaged in the success of your organization.  Now imagine your profits soaring!  To make this happen, call Loyalty Factor at 603-334-3401 to make this happen!

The Enemy of Engagement


‘Frustration isn’t an employee issue; it’s an organizational issue.’

Frustrated employees represent 20% or more of the total workforce, leading to a major loss in performance, talent and revenue.  Frustration wears down motivated, dedicated employees who really care about their jobs and can’t get the organizational support they need to get things done.

According to Mary Royal and Tom Agnew, the authors of The Enemy of Engagement, “Frustrated employees really want to succeed in their role and become aggravated by organizational barriers or a lack of resources.  Managers must ask the right questions and address the issue promptly, or risk losing top talent who care deeply about the organization.”

Frustration isn’t just an employee issue, it’s an organizational issue, adding that “Managers must listen for clues and serve as the voice for frustrated employees.”

To learn how to engage and empower by utilizing empathetic listening to identify the frustration in your workforce and to increase performance and profits, contact Loyalty Factor at 603-334-3401.

Questions for Implementing Change



Type of Leaders

Are you thinking about Change?

Managers implementing incremental change – changes that happen within the context of business as usual – are responsible for making sure the reasons, details, benefits and impact of the change are all mapped out prior to implementation.

I recently developed a list of questions for managers to consider:


  • What is the change?
  • Why is this change needed?
  • What will happen if we do not make the change?
  • What are the benefits of making the change?


  • How will the change benefit the organization?
  • Who will benefit from the changes?
  • When will the positive benefits be felt?


  • Who will be impacted by the proposed changes?
  • What risks are involved in going forward with the changes?
  • Who will suffer from the changes?
  • Will any jobs be eliminated?
  • Who needs to be informed of the changes?
  • What will be different because of the change?
  • Who is losing? And what?


  • What steps are needed in making the change?
  • How can I manage the changes so they are successful?
  • Who do I need to involve?
  • What is the best mode of communication to present changes?

A good change management process offers a clear message, emotional buy-in, targeting the appropriate people, timely delivery, and an open line of two way communication between all involved.  Before you begin making changes, be sure to ask yourself all the questions.  It’ll make everything smoother!

Dianne Durkin, President of Loyalty Factor, offers training and personal coaching with particular emphasis on building relational capital.  Contact Loyalty Factor ( today at to schedule your session and get moving forward towards building a strong personal brand!


Your Inner Leader

Your “Inner Leader” by Robert Landau

Are you a leader in your life?

A leader envisions a task, and then goes about accomplishing that task in the best way they can.  Motivational leadership happens when others watch a leader facilitating a task and admire the way they go about it and the results they’ve gotten.

Each one of us has an “Inner Leader”.  It comes to the fore when we stand out of its way.  It has everything to do with confidence and positivity.  If you let your “Inner Leader” lead you in life, you will reach the finish line even before you realize that you’ve gotten there.  Leadership is a part of your heartbeat, it’s a part of your breath and it’s who and what you are.

Here are seven easy-to-follow steps to life leadership:

  1. Believe there is a leader within you.
  2. Map out how you will get from A to Z for any task that requires leadership
  3. Believe you can get there
  4. Feel what it’s like already accomplishing the task even though it hasn’t happened yet
  5. Repeat step 4 as often as possible until the results are achieved
  6. Stand out of the way and let it happen
  7. Don’t worry about WHEN your goal will be achieved, just KNOW it will happen when it is supposed to.

Leading is something you came here to do.  It’s your path, it’s your life, it’s your destiny.  All you have to do is stand out of the way!

Dianne Durkin offers personal coaching services and leadership programs to guide individuals to tune into their “Inner Leader”.  Contact Loyalty Factor today to schedule your coaching or training sessions.  603.334.3401


Source:, August 31, 2013

Can’t Buy Me Like

As John Lennon and Paul McCartney wrote a half century ago, “Money can’t buy you love.”   “Can’t Buy Me Like”  by Bob Garfield and Doug Levy introduces us to the “Relationship Era,” where the only path for business seeking long-term success is to create authentic customer relationships.  Where do “authentic customer relationships” come from?  The answers are honesty, transparency, shared values and a purpose beyond profit.

Relationship Era marketing is not awareness, nor even quality, it is authenticity.  Trust. Loyalty. Pride.  Relationship Era marketers do not see purchases as conquests to seduce, or even persuade.  They see them as friends – members of a community dedicated not only to the same stuff but also to the same ideals.

Trust is now the basis for everything.  The three C’s of trust:

  • Credibility – A brand must deliver on the terms of their offer.
  • Care – Caring about consumers means actually caring about their lives and constructing your business to be as helpful as possible.
  • Congruency – Find common cause with individuals on the same wavelength.

The journey from the Consumer Era to the Relationship Era is called “the Shift.”  This “Shift” is from traditional marketing to purposeful marketing.  The process begins with assembling the team and posing one central question: Why does the brand exist?  It’s with a parallel question: If this brand disappeared from the face of the earth tomorrow, would anybody but financially interested parties care?  Brands need to re-evaluate who they are, what they stand for and why they are in business in the first place.

In summary, goodwill can be accumulated over time by fostering a relationship exactly akin to ones with friends and loved ones.  That means sharing relevant content that may have nothing to do with your brand per se but everything to do with the overlaps of interest between you and your public.

Loyalty Factor specializes in guiding leaders as they transition to Relationship Era marketing and seek to develop long-term relationships founded in trust.  To learn more about our programs and mentoring, visit or call 603.334.3401.



DD-Queen-of-Loyalty-2011 Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership“.

Generation Z Dreams BIg just recently published an article “The Surprising Thing Gen Z Wants to Do with its Money” and I was happy to read “an astounding 97% of post-millennials believe they will one day own a home; 82% say it is the most important part of the American dream”.
This can be attributed to several things – including growing up during a recession, the wisdom of parents who include their children in financial discussions, and the new drive in education to set kids free with more of a foundation in money matters.
The article goes on to divulge that “three in five teens have already begun saving” – a very impressive feat.
Dreams of owning a home and dedication to saving lend themselves to the assumption that members of Gen Z’s career goals will be motivated by money. Research shows the contrary. As we begin to learn more and more about the aspirations of Gen Z, their entrepreneurial spirit shines through. They value honesty, in-person communication, and a manager who listens more than a higher salary.
As we begin to see Gen Z in the workforce, it’s important to remember, they’re motivated, they have dreams, and they have needs. As managers we need to be aware and responsive to these needs.

Dianne DDD-Queen-of-Loyalty-2011urkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership: It’s