Loyalty

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

• Increase Customer Satisfaction by 20 – 33%
• Increase Revenues by 50% in 18 months
• Increase Manufacturing Production by 200% in 18 months

Our information exchange this week highlights the book, “Win: The Key Principles to Take Your Business from Ordinary to Extraordinary” by Frank I. Luntz. This is part one of a two part series.

In his new book Win, Dr. Frank Luntz highlights:

• The attributes of a winner
• The nine P’s of winning.

 This segment with examine the attributes of winners.

Winners are self-aware. They recognize their own strengths and weaknesses, and respond to situations accordingly. Winners are also tuned in to the needs and desires of others, and this outward focus guides them to deliver revolutionary solutions, not just better mousetraps. They recognize where their strengths meet someone else’s needs and deliver the greatest value.

Winners don’t preach; they persuade. Winners clearly articulate their own principles and kindly, subtly invite you to adopt them. But the choice is yours. Sure, they lead and you follow and ultimately you come to their point of view on your own.

Luntz describes the following 15 attributes of leaders.

The ability to:

• Grasp the human dimension of every situation
• Know what questions to ask and when to ask them.
• See what doesn’t yet exist and bring it to life
• See the challenge, and the solution, from every angle
• Distinguish the essential from the important
• Drive to do more and do it better
• Communicate their vision passionately and persuasively
• Move forward when everyone around them is retrenching or slipping backward
• Connect with others spontaneously

In Addition:

• Curiosity about the unknown
• Passion for life’s adventures
• Chemistry with co-workers and the people they want to influence
• Willingness to fail and the fortitude to get back up and try again
• Belief in luck and good fortune

And most importantly:

• A love of life itself

Although, there is no single standard of winning – no secret recipe that – presto! – makes you a winner. These are common traits of all winners. Together, they are factors one must incorporate in ways that suit their own style and objectives.

In our next installment, we’ll discuss the nine P’s of winning.