Retaining High Performers

Senior leaders all have one task in common—responsibility for supporting employee development while growing organizational capacity. Too often, however, confronting poor performers takes attention and energy away from the more important priority: to encouraging good performers to excel. The result can shortchange the loyal and committed people responsible for past and future successes.

  • High performers are a greater liability to your organization if they don’t get meaningful attention and support, because it’s their attitude and energy that set the standards for others.
  • It’s pretty easy to ‘‘turn off ’’ your high performers. Here are some deadly phrases that leaders inadvertently use without appreciating the consequences:
    • ‘‘Let’s get your evaluation over with . . . thank goodness I don’t have any issues with you.’’
    • ‘‘I know you won’t like this assignment but I’ve got no time to train someone else.’’
    • ‘‘I can’t possibly let you go on training . . . no one can do your job while you’re gone.’’
    • ‘‘I know that what I’ve given you is a stretch, but you’ll figure it out.’’
    • ‘‘If you think you have a crummy job, then spend one day in my shoes. You’ll see that being the boss is even worse.’’
  • What to do if you’ve been even a little guilty of that behavior? Here are some quick fixes that can make a long-term difference:
    • Love in the Workplace. Spend some time finding out what people love to do, and create assignments that bring a balance of risk and excitement to their roles. You know what they can do, but not what they love. Put passion back into performance!
    • Promote from Within. Use your networks and influence to create an opportunity for a high performer to serve in a high-profile or executive role in an industry or professional association. Reward performance with enhanced networks, influence, and leadership challenges.
    • Be a Matchmaker. Create an opportunity for a high performer to have an information meeting with someone who is a business role model, or create a customized mentoring partnership with a senior manager. (You’ll learn a lot about someone’s ambitions and values when you learn about her role models.)
    • Publish or Perish. Reproduce a speech or project that your high performer has undertaken. Make it look professional and attractive and give the performer lots of extra copies for his portfolio. And don’t forget, your organization’s name gets some circulation too.
    • Train to Gain. Go beyond the standard course offerings. Send the high performer off to a unique course that develops an area of interest that she is passionate about even though it may only be indirectly related to her job. These courses are more energizing and personal than expensive executive-development courses, and are far more likely to keep someone attached to the organization.
    • Life Before the Exit Interview. Exit interviews happen too late! Why not approach some high performers and acknowledge that you’re pleased they’ve stayed? Find out what you and your organization do well, and how you can do those things more often and even better. It’s an enormous compliment to be approached for honest discussion and acknowledgment of one’s worth.

In a nutshell, good performers need feedback, encouragement, and acknowledgment. These strategies are simple and inexpensive, especially when you compare them to the cost of replacing good talent. An effective leader turns good performance into great outcomes. And that’s the real satisfaction of leadership today.

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Content thieves

Maintenance of your SEO strategies is also essential to helping you find problems that might be completely unrelated to SEO. For example, SEO strategies can help you locate content thieves. One such strategy is tagging your web site. Some people (including black-hat SEOs) take snippets of content from your site to use on their own. If you tag your content cleverly, you can use some very distinctive tags, which will help you quickly locate content that has been stolen.

Another way in which SEO helps you to locate stolen content is through tracking. Presumably, if you’re executing SEO strategies, then you’re also monitoring your site metrics with a program such as Google Analytics. Watching the metrics used by one of those analytics programs can help you locate content thieves. For example, if you look at your incoming links on one of these programs, you might find that people are coming to your site from a completely unexpected location. If that’s the case, you can follow the link back to that site to find out why. A site using stolen content is easy to find using this method. Many services are available that will help you track your web site content.

Tagging works well for finding content thieves, and you can also use domain cloaking to thwart automatic content scrapers. Recall that this is a process by which your web site appears to be located somewhere other than where it actually is. This is accomplished using an HTML frameset that redirects traffic from one URL to another. For example, if your web site address is www . you . somewhere . com, you can use domain cloaking to have your site appear to be www . yourbusiness . com.

A problem with using domain cloaking is that it can confuse a search engine crawler, because the same content appears to be on two pages, although it’s only one page that redirects. Another problem is that some search engine crawlers can’t read the frameset that’s used to redirect the user, which means your site may end up not being ranked at all. Domain cloaking is a tactic that should be used only in special cases — namely, where content is truly unique and could possibly affect your SEO rankings (or that of someone who might steal it) in a dramatic way.

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Picking details

As you begin to consider what it is you’re doing with SEO, keep something in mind: SEO is all in the details. You may have heard this tired phrase before, but don’t discount it because it’s no longer completely fresh and ‘‘buzzy.’’ It’s still true. SEO, especially organic SEO, is all about the little things you do that make a big difference over time, and sometimes even immediately.

For example, I work on a web site about identity theft, and one of the things I do is create content to help people avoid identity theft or recover from it if they have already been victimized. In the course of taking over this site from the person who worked on it last, I found myself fighting struggling page ranks on various search engines. One thing I did to combat this was some keyword research.

I looked into all the keywords that people were using to find my site, and then I began integrating those keywords into content that people are actually looking for. I still don’t rank number one for my most desired keyword (identity theft), but I do rank on the first page for many of the Long Tail keyword phrases that my users search for (such as disaster identity theft, senior identity theft, and vacation identity theft).

It was a minor change in the larger picture. I was already creating content for the site, but by focusing on some of the terms that I learned visitors were using, I improved my web site’s search rankings. In at least one case, that improvement happened on the same day!

In other words, don’t discount the little things. Even minor details, such as refocusing your keyword efforts or adding the right tags in the right places, can make a major difference in the amount of traffic that your site receives.

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One more thing to think about as you’re choosing your domain name is how URLs will be structured as you begin to put your site together. Some URLs are very long and seem completely random. For example, take a look at any given product page URL for Amazon.com. If you copy and paste that URL into a document, it could be two or three lines long, and it won’t mean a thing to you after the Amazon . com part.

Ever notice how Amazon . com product pages rarely (if ever) seem to turn up in search rankings? That’s because the pages are dynamic, and a URL that exists on Amazon today may not exist there tomorrow. Dynamic URLs change. Often. And for a variety of reasons. Sometimes dynamic URLs are used on product pages, but they can also be used when content is drawn from a database on a visitor-by-visitor basis or when visitor tracking information is included in the URL.

Typically, search crawlers can’t effectively crawl sites that have dynamic URLs because the crawler can’t trigger the dynamic URL the way a user does. One way to deal with dynamic URLs is to use a program that rewrites them.

URL rewriting is a common practice in SEO, especially since Google stated that it can’t effectively crawl dynamic URLs. Unfortunately, even URL rewriting comes with a set of drawbacks. For example, because even a rewritten dynamic URL tends to be very long, they often wrap — or become two lines — in error messages or when used in blog posts or forums. The result is sometimes an incomplete URL that can’t be followed.

URL rewriting also introduces the possibility for errors, especially if the rewriting is done manually in the coding for a web page.

A better option is to use static URLs. Static URLs remain the same all the time. You can see static URLs all over the Web. Even blog posts have a temporary dynamic URL, but then once the post goes into archives, the URL becomes static and doesn’t change again. It helps to more effectively rank web pages that change temporarily and then become permanent.

Another advantage of static URLs is that, when used, these URLs can contain keywords that are meaningful not only to search crawlers, but also to the people who visit your web site. Static URLs are easier to read. They usually contain mostly words, with few numbers, and they never include randomly generated identifiers.

As you’re putting your site together, consider how it’s going to grow and how you’ll be naming the pages that you add to it. Part of that consideration is entirely site design and will be determined by the programming language that you use to create your site; but much of it involves forethought about how such matters will be handled. Discuss with your web site designer how you would like to have the URL structure handled. The designer will know how to ensure that your URLs are as usable as the rest of your site.

Again, it’s important to realize that domain naming is only one facet of SEO strategy. It won’t make or break your SEO, but it can have some effect. Therefore, take the time to think about the name you plan to register for your site and then how you plan to structure your URLs as your site grows.

If you can use a name that not only reaches your audience, but also lands you a little higher in search results and makes it easier to create useful URL structures, then by all means purchase it; but if no name really seems to work in the SEO strategy for your site, don’t get discouraged. You can make up for any domain-naming issues by implementing solid keyword strategies, tagging strategies, and other elements of SEO. Do try to keep your URL structure simple, though, even when your domain name might not be your first choice.

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Domain-naming tips

The question of what to name a web site is always a big one. When selecting a name, most people think in terms of their business name, personal name, or a word or phrase that has meaning for them. What they often don’t consider is how that name will work for the site’s SEO. Does the name have anything at all to do with the site, or is it completely unrelated?

Have you ever wondered why a company might be willing to pay millions of dollars for a domain name? The domain name business.com was purchased for $7.5 million in 1999 and was recently thought to be valued at more than $300 million. Casino.com went for $5.5 million and worldwideweb.com sold for $3.5 million. What’s so important about a name?

Choosing the right site name

Where SEO is concerned, the name of your web site is as important as many of the other SEO elements that you need to consider. Try this test. Use your favorite search engine to search for a topic, perhaps ‘‘asphalt-paving business.’’ When your search results are returned, look at the top five results. Most of the time, a web site containing those words will be returned in those top five results, and it will often be in the number one slot.

In other words, if your company name is ABC Company but your business is selling nutmeg graters, consider purchasing the domain name NutmegGraters . com, instead of ABC Company .  com. ABC Company may not get you in the top of search rankings, but the very specific nature of your product probably will; and both the content of your site and your domain name will attract crawlers in the way you want. Using a domain name containing a keyword from your content usually improves your site ranking.

A few more things that you should keep in mind when you’re determining your domain name include the following:

  • Keep the name as short as possible. Too many characters in a name mean increased potential for misspellings. It also means that your site address will be much harder for users to remember unless it’s something really startling.
  • Avoid dashes, underscores, and other meaningless characters. If the domain name that you want is taken, don’t just add a random number or piece of punctuation to the name in order to ‘‘get close.’’ Close doesn’t count here. Instead, try to find another word that’s relevant and possibly included in the list of keywords you’ll be using. For example, instead of purchasing www . yourwebsite2 . com, try something like www . yoursitesubject . com.
  • Opt for a .com name whenever possible. There are a lot of domain extensions to choose from, such as info, biz, us, tv, names, and jobs, but if the .com version of your chosen domain name is available, that’s always the best choice. Users tend to think in terms of .com, and any other extension will be harder for them to remember. Com names also tend to receive higher rankings in search engines than web sites using other extensions, so if your competition has www . yoursite . com and you choose to use www . yoursite . biz, chances are good that the competition will rank higher in search results than you.
    Try this: Choose a random term and then use your favorite search engines to search for that term. Looking only at the top one or two pages of search results, how many of those sites have an extension other than .com? If you do see extensions other than .com, they’re likely to be .org, .net, .gov, or .edu—and you probably won’t see many of those. That’s how prevalent .com is, and it illustrates why you should try to use it whenever possible.
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Does hosting matter?

This question comes up frequently when a company or individual is designing a web site. Does it matter who hosts your site? The answer is no, but that’s not to say that domain hosting is unimportant. Elements of the hosting have a major impact on how your site ranks in search results.

One of the biggest issues that you’ll face with domain hosting is the location of your hosting company. If you’re in the United States and you purchase a domain that is hosted on a server in England, your search engine rankings will suffer. Geographically, search engine crawlers will read your site as being contradictory to your location. Because many search engines serve up results with some element of geographical location included, this contradiction could be enough to affect your ranking.

The length of time for which you register your domain name could also affect your search engine ranking. Many hackers use throw-away domains, domain names that are registered for no more than a year, because they usually don’t even get to use the domain for a full year before they are shut down. In fact, the typical malicious web site is online for less than four months, and usually for no more than a couple of weeks to a month. For this reason, some search engines have implemented ranking criteria that give priority to domains registered for longer periods. A longer registration also shows a commitment to maintaining the web site.

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Images or graphics on your web site are essential. They’re also basically ignored by search engines, so what’s the point of putting them on your site? There’s a good reason that has nothing to do with SEO. Without images, your page is just boring text. You’re not going to be happy with using plain text instead of that cool, new logo you had designed for your company, and neither are your users. They want to see pictures.

If images are a must on a web site, then there should be a way to use those images to increase your web site traffic or to at least improve your site ranking. And there is.

One technique that will help your SEO make use of graphics on your site is to tag those graphics with alt tags inside the img tags. The alt tags are the HTML tags used to display alternative text when a graphic is present. An alt tag should be a short, descriptive phrase about the image, which includes the keywords used on that page when possible.

The img tags are the tags used to code the images that appear on your web site. Here’s an example of what an img tag, with an included alt tag, should look like:

<img src=”pic1.jpg” alt=”alternative text”/>

Here’s how that tag breaks down: <img src=”pic1.jpg” is your image tag; alt=”alternative text”/> is your alternative text tag. The alternative text tag is where your keywords should be included if at all possible.

You want to tag your images as part of your SEO strategy for two reasons. First, crawlers cannot index images for a search engine (with an exception, which is covered shortly). The crawler ‘‘sees’’ the image and moves on to the text on the page. Therefore, something needs to take the place of that image, so the crawler can index it. That’s what the alternative text does. If this text includes your keywords, and the image is near text that also includes the keywords, then you add credibility to your site in the logic of the crawler.

The second reason you want to tag your images as part of your SEO strategy is to take advantage of image-based search engines, such as Google Images. These image-based search engines are relatively new, but they shouldn’t be undervalued. Just as a search engine can find and index your site for users searching the Web, image-based search engines find and index your images. Then, when users perform a search for a specific keyword or phrase, your image is also ranked, along with the text on the pages.

Image searches are gaining popularity, so crawlers like the one Google uses for its Google Images search engine will gain momentum, and image searches will add to the amount of web site traffic that your SEO strategies help to build. Conversely, while not discounting the value of images, don’t overuse them on your web pages either. As with any element of a web page, too much of a good thing is not good strategy.

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How to build a site?

One of the most common misconceptions about SEO is that it is implemented after a web site has been built. It can be, but it’s much harder to be successful when your site isn’t built on a solid SEO foundation. A better option is to consider SEO before you begin to build your web site, if that’s possible. It may not be; but if that’s the case, you can still implement SEO strategies in the design of your site — it will just require a lot more work than building it in at the beginning.

Know your target

Before you even start contemplating how to build your web site, you should know in what types of search engines it’s most important for your site to be ranked. Search engines are divided into several types beyond the primary, secondary, and targeted search engines. Search engine types are also determined by how information is entered into the index or catalog that’s used to return search results. The three types of search engines are as follows:

  • Crawler-based engines: Up until this point, the search engines discussed fall largely into this category. A crawler-based search engine (such as Google) uses an automated software agent (called a crawler) to visit, read, and index web sites. All the information collected by the crawler is returned to a central repository—a process called indexing. It is from this index that search engine results are pulled. Crawler-based search engines revisit web pages periodically in a time frame determined by the search engine administrator.
  • Human-powered engines: Human-powered search engines rely on people to submit the information that is indexed and later returned as search results. Sometimes human-powered search engines are called directories. Yahoo! is a good example of what, at one time, was a human-powered search engine. Yahoo! started as a favorites list belonging to two people who needed an easier way to share their favorite web sites. Over time, Yahoo! took on a life of its own. It’s no longer completely human controlled. Newer search engines such as Mahalo and Cuil are entirely human powered, however, and this is creating a buzz on the Web. Human-powered search engines add an element of personalization to search that fits in with the current social nature of the Web.
  • Hybrid engines: A hybrid search engine, as you might guess, is not entirely populated by a web crawler or by human submission. It is a combination of the two. In a hybrid engine, people can manually submit their web sites for inclusion in search results, but there is also a web crawler that monitors the Web for sites to include. Many search engines today fall into the hybrid category to at least some degree. Although the majority are populated mostly by crawlers, others offer some method by which people can enter their web site information.

It’s important to understand these distinctions because how your site ends up indexed by a search engine may have some bearing on when it is indexed. For example, fully automated search engines that use web crawlers might index your site weeks (or even months) before a human powered search engine. The reason is obvious: The web crawler is an automated application. The human-powered search engine may actually require that all entries be reviewed for accuracy before a site is included in search results, and that takes time.

In any case, the accuracy of search engine results varies according to the search query that is used. For example, entries in a human-powered search engine might be more technically accurate, but the search query that is used will determine whether the desired results are returned.

Page elements

Another facet of SEO to consider before you build your web site is the elements needed to ensure that your site is properly indexed by a search engine. Each search engine places different importance on different page elements. For example, Google is a very keyword-driven search engine, but it also looks at site popularity and the tags and links on any given page.

How well your site performs in a search engine is determined by how the elements of your page meet the engine’s search criteria. Every search engine looks for the following main criteria:

Text

Text is one of the most important elements of any web site. Of particular importance are the keywords within the text on a page, where those keywords appear, and how often they appear. This is why keyword marketing has become such a large industry in a relatively short time. Your keywords make all the difference when a search engine indexes your site and then serves it up in search results.

Tags

In search engine optimization, two kinds of tags are important on your web site: meta tags and HTML tags. Technically, meta tags are HTML tags; they just appear in very specific places. The two most important meta tags are the keyword tag and the description tag.

Links

To be of value, the links on your web pages must be related to the content of the page, and they must be active links to real web sites. Broken links can lower your search engine ranking. Links have always been an important factor in how web sites rank on the Web, but the abuse of linking that we see so often today started just a few years ago, about the time that Google became the big name in search.

Popularity

One other consideration, even before you build your site, is the site’s popularity. Many search engines include a criterion for the number of times users click on web sites that are returned in search results. The more often the site is selected from the search results, the higher in the ranking it climbs.

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The problem that many affiliate marketers have is that they do not realize that they are in business. Affiliate marketing is indeed a business, and if you do not look at it with that attitude, you run the risk of not succeeding as you might have otherwise.

This failure to realize that one is in business leads to unprofessionalism. It is much like the difference between wearing your pajamas or wearing a suit. When you are dressed in that suit, you become more professional and businesslike. When you are lounging around in your pajamas, you are – well, lounging around in your pajamas.

Aside from not adopting the right mindset, affiliates make other mistakes that make them appear to be unprofessional, simply because they do not know better. Below you will find 10 sure-fire ways to make yourself look as unprofessional as possible as an affiliate marketer.

1. Send Spam Email – Spam has ruined many otherwise good business people. It can be alluring, because common sense tells us that since spammers take those high-dollar risks they must be getting results.

This isn’t necessarily true. Most spammers are spamming because they don’t know any better – or because they do believe that spamming brings results, only to find out later that it instead brings fines and potential prison time. The people making the money in the spamming business are those who are collecting and selling the addresses to the spammers.

Of course, email is not the only venue for spam. Forums are also targets for spammers. In many ways, spam in forums is more noticeable than spam email, because there are no spam filters on forums. There are, however, moderators. There are also other forum members that will see you spamming them. Whether by email or forum, spamming should be avoided at all costs.

2. Have an Unprofessional Website – You’ve probably been to those sites that are just awful. They are awful to look at, and awful to listen to; and by the time you leave, you have no idea why you were even there in the first place. These sites have no real content, and they consist mostly of banners, some of which are blinding. Such sites are poorly designed and may even include blinking text and background music.

This is the sign of an amateur website, and it is not the type of website any affiliate marketer should strive for. Websites should be clean and easy to navigate, and full of useful content for their visitors. They should also be highly focused on one topic. Choose a good domain name for example, a good domain name will make the customer remember you.

Furthermore, it is considered unprofessional to use free web hosting and to not have your own domain name, because it is a sign that you aren’t serious about what you do. Make sure that you have your own domain name and that you use paid hosting. Neither is very expensive and can easily fit into any budget. The worst thing you can do is fail to have any website at all.

3. Fail to Read the Affiliate Agreement – This is a mistake that a great many affiliate marketers make. They do not fully read and understand the affiliate agreement that is presented to them when they sign up for an affiliate program.

Each affiliate program is different – with different rules. These rules often pertain to how a product can be advertised, the use of a trademark, spam, and even pay-per-click advertising keywords. Affiliate agreements also address issues such as payment of commissions, how and when commissions are earned, and other issues of importance to you and your business.

Failing to read an affiliate agreement is the fastest way to get tossed out of an affiliate program. The Internet marketing community is fairly tight, and you can bet that when one merchant tosses you out of their program for failing to follow the rules laid out in the affiliate agreement, other merchants will know about it.

4. Fail to Use the Product or Service – One of the biggest mistakes that affiliates make is not actually trying the product or service before they promote it to others. You have probably heard that it is easier to sell a product that you have tried and that you believe in than it is to sell something that you’ve never tried. While you may not see this as a big problem, it really is.

You see, it’s not just about knowing how good a product is or what it can do. You need to know what the downside of the product is as well, or even if it is something that you want to promote. When you promote a product or service, those who buy it from you will always associate your name with it – good or bad. Make sure that you test out the products that you want to promote, in order to protect your reputation – and to be better able to sell the product.

5. Fail to Educate Yourself – Failing to keep up with changes in how business on the Internet is done, or how technology plays a role in how products or services are marketed, is not a good thing.

If you are using outdated methods of advertisement, not only will you fail to succeed, you may also come off as someone who is not putting forth their best efforts. Be sure to keep up with what is going on, and when new technology comes out (which is usually at a pretty fast clip), educate yourself.

Also take the time to educate yourself concerning marketing and ecommerce. This way, you will protect yourself in the legal sense as well as in the professional sense.

6. Improperly Use Email – We’ve already touched upon spamming email, but this refers to another improper use of email – forwarding email. There are those who love to receive those cute jokes, poems, and images, and then there are those who are extremely irritated by it.

For business purposes, simply do not send these out, and you will not be offending anybody. Furthermore, never forward hoax emails, such as those ones that warn of viruses, and never tell people that the email is being tracked and so much money is being raised for each forward.

7. Promote Poor Products and Services – While this is related to not trying out the product, this act of unprofessionalism goes a bit further. Sadly, there are people who will promote a product or service despite already knowing that the product or service is below par.

People who do this are only interested in the money, and have no values or integrity – and they certainly don’t possess any resemblance of professionalism. If you know that a product or service isn’t up to standard, simply do not promote it. Remember that your name is always associated with the products or services you promote. While promoting a poor product or service may bring you a quick buck today, tomorrow you won’t be making anything on any promotion, because that poor product or service ruined your reputation.

8. Use Inappropriate Signature Files – We’ve all seen these. These are the signature files that go on and on. They have all capital letters shouting at us, they are full of hype, and they often have nothing to do with the subject at hand.

Don’t use inappropriate signature files. It makes you look desperate, as well as unprofessional. A good signature file will be between five and seven lines long, with 45 to 50 characters per line. They will not use all capital letters. They will not use abbreviations that people can’t understand, and they certainly won’t have any poor spelling or grammar! They definitely won’t have any hype in them.

By using all capital letters and having a signature file the length of a short article, you aren’t getting your message across. Messages using such an approach will be ignored – or worse, people will take note of the approach and decide they don’t want to do business with you.

9. Use Tired, Overused Sales Copy – Many merchants try to help their affiliates by providing them with sales materials. These may include short ads, long ads, articles, videos, ebooks, and more. Using some of these items, such as ebooks and videos may be okay; but for the most part, you should avoid using the same ads that all the other affiliates are using. You should also write your own articles, or pay a ghostwriter to write them for you.

Take the time to learn to write your own sales copy. There are numerous courses available online, and they are affordable. You can even find free information. Copywriting is a part of being an affiliate marketer; you have to know how to get your message across to your market.
Don’t depend on the merchant to do this for you. Your ability to do this for yourself is one of those things that will set you apart from other affiliates, and eventually lead to super affiliate status.

10. Ruin Your Good Name by Defaming Others – Few people think about this one. As an affiliate marketer, you will most likely be putting yourself out in the “public” eye – or at the very least, the “cyber” eye. As you grow your business, a growing number of people will be paying attention to what you say and do.

When you make the mistake of going on a forum where your market hangs out and defaming someone else, you’ve just defamed yourself as well. Make sure that you behave in a way that you can be proud of. Just because you don’t come face to face with anyone doesn’t mean that you can just say whatever you want to say and not be affected by it.

You may not get punched in the nose, but you may very well take a hit in the wallet! Not only will you turn many customers off, you may also get sued. Other affiliate marketers and Internet marketers will also take note of what you have said or done.

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High-Performance | Organizations

Leaders continuously challenge the status quo, seldom satisfied with what they have achieved. They strive for excellence in everything they do. And they expect the same from others. They also realize that there is no secret to success. Instead they understand that the key building blocks for top performance include:

  • Focusing on the Customer. Success comes not from being all things to all people but from picking areas where unique value can be created for customers. Customers are valued above all else.
  • Creating the Right Organizational Structure. Leaders build their organizations not around themselves but around the customer. In order to create consistently reliable, fast service, they structure people into teams that control and ‘‘own’’ each key product or service to ensure that processes flows quickly and flawlessly.
  • Making Management Lean. The fewer the layers, the better, simply because the alternative will encourage more bureaucracy, meetings, policies, poor coordination, and withdrawal of power from the people who need it—those who serve the customer.
  • Aligning Measurement and Reward Systems with the Mission. Most organizations have a mission, but few actually measure whether they are doing what they profess to want to do. Fewer still use measurement to motivate employees. By involving employees in the following, measurement will become a motivational force, not a tool for control and punishment:
    1. identifying the critical indicators
    2. allowing them to collect data
    3. displaying results for all to see
    4. meeting regularly to review results
    5. celebrating improvements
    6. involving employees in finding new ways to improve performance
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