Porfirio Díaz’s Post

🌟 Human-Centered Culture: Sharing My Experience 🌟 During a period of reflection and strategic reassessment, I experienced a key transformation in how we approached retention and performance. It became evident to me that while perks like free drinks, meals, or ping pong tables may be enjoyable, they fail to truly enrich the lives of our team members. Genuine engagement, fulfillment, and happiness surpass superficial incentives, including compensation. 🚀 With this thought in mind, my first step was shifting focus to understanding the aspirations of our team members. Our managers and I took the initiative to meet with every new team member on their inaugural day joining the company, asking questions like: 🌱 "What brings you here?" 💭 "What are your dreams?" Their heartfelt responses provided invaluable insight into how we could better support them on their personal and professional paths. We integrated these insights into our company culture, igniting a transformative shift within our team. The initiatives included: 📚 Assisting students 🚗 Providing transportation aid 👩👧👦 Supporting single mothers 💰 Introducing programs to promote savings. 🤝 With our leadership teams investing time and genuine interest in every team member, this investment fostered a profound sense of belonging and connection among our teams, propelling them to perform at their best. 📈 The impact of our efforts was tangible: we witnessed a significant decrease in attrition rates, achieved among the best employee Net Promoter Scores (eNPS), and observed a remarkable surge in performance across various metrics. 💖 As we continue this journey, it's essential to remember that when our colleagues feel valued and supported, they extend the same level of care to their peers and clients. This empowers them to deliver exceptional service both within and beyond the organization.

🚀 Unlocking Human Potential in Change Management In the dynamic pursuit of differentiation, companies continuously evolve their technology, processes, and strategies. However, amidst these changes, the critical role of individuals often gets overshadowed. Yet, the success of any transformation relies on the effective execution by people. Management needs to prioritize assessing and nurturing their team's readiness and capabilities before any significant change. Neglecting this crucial factor can jeopardize sustainability and ROI. 💡 Key Considerations for Change Initiatives: Talent Readiness: Evaluate your team's maturity, competence, and sense of belonging. A strong sense of belonging fosters productivity and collaboration, essential for successful change implementation. Invest in Training: Identify skill gaps and invest in targeted training programs. Equipping employees with the necessary skills enhances their ability to drive change effectively. Empower Your Team: Cultivate a culture of trust, value, and recognition. Empowered employees are more likely to take ownership and contribute positively to change. Building Consensus: Facilitate effective collaboration in problem-solving. Consensus on solutions fosters ownership and ensures widespread acceptance of change. 🌟 Prioritize People Development for Sustainable Success: By prioritizing the development and empowerment of your people, you pave the way for sustainable differentiation and long-term success. Remember, true differentiation is achieved when embraced by every level of the organization. #ChangeManagement #Leadership #EmployeeDevelopment #OrganizationalSuccess

🌟 "Applied Knowledge Transforms Results!" 🌟 This guiding principle has consistently resonated profoundly throughout my personal and professional journey. Now, allow me to share step by step the profound impact of this statement. 1) Envisioning Results: Picture the future you desire. What type of results do you envision? Is it increased productivity, higher efficiency, or innovative breakthroughs? Having a clear vision of your desired outcomes sets the stage for success. 2) Identifying Necessary Knowledge: Now that you've defined your goals, it's time to identify the knowledge needed to achieve them. What skills, techniques, or insights are essential to realizing your vision? Pinpointing the proper knowledge is crucial. 3) Application with Purpose: With the necessary knowledge, it's time to put it into action. How will you apply this knowledge effectively? Whether through project implementation, decision-making processes, or daily tasks, every action should be aligned with your envisioned results. 4) Discipline and Consistency: Transformation doesn't happen overnight. It requires discipline and consistency in applying your knowledge. Stay committed to your goals, maintain focus, and persevere through challenges. It's the consistent application of knowledge that leads to meaningful results. 5) Continuous Learning and Adaptation: As you apply your knowledge and witness the transformation, remember that learning is an ongoing journey. Stay open to new ideas, feedback, and growth opportunities. Adapt your strategies as needed to achieve even greater results. "Applied knowledge transforms results" is a call to action. It's about envisioning success, acquiring the proper knowledge, applying it with purpose and dedication, and continuously evolving to achieve transformative outcomes.. 💪✨ #AppliedKnowledge #TransformationalResults #ContinuousGrowth 🚀📚

AI Humanity In our ongoing efforts to comprehend customer behavior and refine service delivery through AI, it is imperative to view AI as a valuable complement to human interaction rather than a standalone entity. 🌐 As we invest in optimizing customer experiences with AI, a critical question arises: are our talent development initiatives aligned to strike the right balance, or have we perhaps leaned too heavily towards AI? Sustained investment remains crucial, ensuring our people are not perceived merely as substitutes for AI but as empowered contributors. 🚀 We must prioritize the development of our team, fostering a sense of value and success, all while leveraging AI as a supportive ally. It is essential to recognize that humanity remains the pivotal differentiator in customer experience, with our people firmly positioned at its core. 💼 #AIIntegration #CustomerExperience #HumanElement

✨ Purpose, Vision & Goals: A Blueprint for Success ✨ We are the most significant brand on earth, yet we know ourselves the least. While we can swiftly describe top global brands, articulating our own vision and strengths proves challenging. This discrepancy implies a lack of motivation, potential misalignment in life or profession, oversight in recognizing strengths, and a shortfall in effective self-marketing. In a dynamic world where our focus consistently looks outward, it becomes easy to lose sight of our individual aspirations. True impact on others and personal success transpires when we establish meaningful goals that resonate with our purpose and vision. 🌟 Step 1: Uncover Your Purpose 🌟 Take a moment to reflect on what you love doing and excel at. Align these passions with the essential needs of your loved ones, community, or workplace. Your purpose is the nexus where passion seamlessly meets contribution. 🔮 Step 2: Envision Your Future 🔮 Mentally transport yourself to the future. Visualize all the details and let this mental image inspire your journey. Your vision serves as the compass directing your goals. 🎯 Step 3: SMART Goals 🎯 Translate your vision into Specific, Measurable, Achievable, Relevant, and Time-bound (SMART) goals. Rooted in your passions and strengths, these goals seamlessly extend from your purpose, increasing the likelihood of success. 🚀 Step 4: Define Milestones and Objectives 🚀 Goals need tangible steps, your roadmap to success! Utilize your strengths advantageously, recognizing the various routes to achieving a goal. Adjust goals only when necessary, keeping in mind: "My goal doesn’t change; the degree of effort and sacrifice may change." ⏰ Step 5: Dedicate Time to Yourself ⏰ Find moments for self-reflection. Regularly revisit and refine your goals, ensuring they align with your evolving vision and purpose. 🌐 Conclusion: Impact Starts With Self-Care 🌐 Investing in our personal growth and aligning actions with purpose elevates not only ourselves but also enhances our capacity to positively influence others. 🔗 #DedicateTimeToMe #RewriteGoals #ImpactfulLeadership 🔗

SEVEN Principles 4 Life: Time for Batting Practice!!! 1)Optimistic: 🚀 Optimism isn't about ignoring red flags, its about mindset, trust your strengths, knowledge, and team to find solutions! When a problem arises, gather with your team to brainstorm ideas. Rule: For every negative situation, mention 2-3 positive approaches. 2)Hard Worker: 💪 Be the first to say, "I got it" in meetings. Take on tasks and work diligently until delivery. More tasks mean more repetition and practice. Set the example for a strong work ethic, become the Go-To person! 3)Grateful: 🙏 Daily, thank at least two people for their contributions. Show appreciation within your team or extend it to your loved ones. Cultivate a culture of gratitude. It's the small acts of gratitude that build a positive team environment. 4)Prepare Yourself: 📚 Follow the rule of practice and knowledge. For example, practice root cause analysis weekly. Lack of practice is often the issue. Sharpen your skills for better problem-solving. Remember, it's not the method; it's the consistent practice that makes a difference. 5)My Goal Doesn’t Change: 🎯 Choose goals that are significant in you life. Write them down, share them to create verbal bonding, and gain support from those around you. Practice discipline and determination over justification. 6)Share: ⌛ Share one hour of your personal time weekly. Go beyond sharing spare time—give generously. Contribute to others, whether it's your time or resources. When was the last time you gave a $10 bill instead of spare change to someone in need? Genuine sharing goes a long way. 7)Invest and Prioritize: 💰 Save your money and time to invest in your goals. Prioritize efficiently to avoid waste. Set goals as your life's guidance. Be efficient with your money, time, and goods, avoiding excess, as abundance often leads to unnecessary waste. Your humble journey can still provide the basics for success. #SEVENPrinciples4Life #OptimisticMindset #HardWorkEthic #GratitudeCulture #PreparationIsKey #GoalSetting #SharingGenerosity #InvestWisely #PrioritizeSuccess

🌟 New Year, New Learnings! 🌟 As we kick off another year, I want to share some timeless principles that have been my guiding light, shaping both my personal and professional journey. These principles, gifted to me by my ultimate hero, my Mom, have not only propelled me towards my goals but also led me to incredible collaborations with amazing people. 🙌 Picture this: My parents migrated 5,000 km, and life threw my Mom into a new city, alone and pregnant with me, facing challenges galore. Yet, years later, I asked her how she overcame adversity, and she shared these seven life-defining principles: 1️⃣ Optimistic: See problems as opportunities in disguise. Challenges are meant to be tackled, not punishments. 2️⃣ Hard Worker: Embrace every task as a chance to shine. Participation is the key to improvement. 3️⃣ Grateful: Start and end each day with gratitude. Acknowledge and appreciate the people and things in your life. 🙏 These first three, as per my Mom, guarantee you'll always find support and opportunities. 4️⃣ Prepare Yourself: Constantly refine your skills. Knowledge is your passport to leadership. 5️⃣ My Goal Doesn't Change: Set your goals and stick to them. Adapt your efforts and sacrifices, not your goals to the changing environment. 6️⃣ Share: Success is sweeter when shared. Be generous with your time, the most precious gift you can give. People with more opportunities have more responsibilities. 7️⃣ Invest & Prioritize: Allocate resources wisely. It's not about lacking time or money; it's about setting priorities. Let's make 2024 a year of growth, resilience, and shared success! 🚀💪 Which principle resonates with you the most? Comment below! #LifePrinciples #SuccessMindset

Incentive Programs to enhance performance  Recently, I commented on demonstrating value to stakeholders; otherwise, they won't approve your program. Some behind-the-scenes concept thinking will help you set up your program. 1. First and foremost, we need to ensure that the incentive program has value to the people, and if it does, then and only then will we have a chance to build a credible and sustainable ROI to be approved. 2. Incentive programs are enhancers of performance; they are not the complete solution for a lousy environment, operational gaps, hiring, coaching, training, and lack of governance, so my recommendation is first to make sure these elements are predominantly solid and then enhance with an incentive program  3. The key is to incentivize, not de-incentivize; I see so many programs focusing too much on top performers, so you end up de-incentivizing perhaps 85% of the population. The best programs are balanced, but they predominantly focus on everyone's collaborative effort; I always say that a team's authentic 100% can never be reached only by top performers. 4. Incentive programs are only effective when they have a positive and measurable impact on people, performance, and finance. 5. Effectively explain in detail to the operation the problem and its impact on our organization (it's always ours) because everyone must recognize and understand there is a problem to solve. 6. The office has no answers, so go out there and ask! Build your program with the help of people's feedback; ask people what they think is causing the problem, how they would solve it, what is more, valuable to them, and very importantly, what is a fair trade-off considering everything you have explained previously, If you do this you will be amazed by the participation level.  7. Focus on linking the incentives to the main drivers that lead to the goal you wish to achieve, and in doing so, this will create a sustainable approach towards operational excellence.  Only linking the Incentive to the end result can lead to bad habits. You link Incentive to overall Csat 90%; people can reach that by avoiding specific calls, miss coding, giving refunds, and providing false expectations, and you can say well, we can create dis-qualifiers for all those activities, and you end up having a policy with ten disqualifiers which leads to believe that you don't even want to pay the Incentive and it s a failure. On the other hand, if the RCA and the feedback from the people are well executed, you can direct the incentives to the main driver and support the habit; for example, let’s say clear expectations on return policies are the number one reason for low Csat, then you incentivize the score of that section in QA. You add coaching on return policies and provide clear expectations, and this will encourage people to read return policies. People will notice that you are investing for them to earn the Incentive, a different perception story, a different result. Best!