323: Neen James, Attention Pays

Jeannie and Adam interview Neen James, global speaker and bestselling author, to expose the difference between intentional and transactional attentions, and how that difference is vital to your success. Are you paying attention where it really counts? Tracking attention is big business these days. In fact, companies are investing a lot into learning how customers scan web pages, walk through stores, and more.  But what is your attention worth? Moreover, what is your attention worth to customers? We like to think we give our customers the attention they need and deserve, but are we really giving them the attention that makes them want to come back and bring friends? “Many businesses are getting left behind because they're not realizing the value of attention.” -Neen James It’s not quite as simple as making sure the customer journey is smooth and enjoyable, so Author and Speaker Neen James is here to help us understand the difference between transactional attention and intentional attention. And more importantly, she shares the many ways it pays to give meaningful human attention to those you interact with. “..the customer feels like THE most important person we’ve talked to all day.” - Neen James But we also need to consider how much we’re asking people to pay attention to. Sadly, we have websites chock-full of calls to action, stores loaded with deals and “outgoing” sales people, and when we connect one-to-one, we want to tell them everything. And in this digital age, it’s getting harder to see and hear meaningful messages above the din. Are we creating environments where customers CAN pay attention?” - Neen James And this isn’t just about business! In fact, Neen goes on to explain that we’re at a time when paying intentional attention is critical to our social well-being, our goals in the community, and the state of our global environment. “This conversation is vital right now.” - Neen James Using great examples and the best highlights from her book, Neen shared invaluable insights into how to use our energy more wisely when engaging on all fronts – for a better business, a better staff, a better life, and a better world. So we really hope you’ll listen in (and pay attention!) Interview Highlights What is the commercialization of attention, and more importantly, what does it mean when Neen says “Attention Pays?” [3:27] How can we design employees’ attention and focus into the customer journey? [8:47] Being attentive is very nice, but what does it mean for business results? [11:00] We ask people to do things for us, but how can we make sure they’re still in the moment with us, so attention continues to pay? [16:58] About our guest Neen James is the author of Folding Time™ and Attention Pays™. In 2017, she was named one of the Top 30 Leadership Speakers by Global Guru because of her work with companies like Viacom, Comcast, and Abbot Pharmaceuticals among others. Neen has boundless energy, is quick-witted and always offers powerful strategies for paying attention to what matters so you can get more done and create more significant moments at work, and home. Neen is the kind of speaker that engages, educates, entertains, and delivers the real-world solutions that apply in your organization, your home, and your community. She also provides one-on-one consulting in a variety of leadership topics and loves serving her audiences. Connect with Neen Twitter LinkedIn Website Buy the book: Attention Pays Related Content 360Connext® post, Bad Feedback Is the Best Feedback. Are You Listening For It? Customers That Stick® post, Be Attentive, but Don’t Hover Over Customers Episode 263: Merit Gest, Sales Engagement Episode 168: Nate Brown, Service Center Engagement We’re on C-Suite Radio! Check it out for more great podcasts! Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices