The Future of Business Excellence

What does this mean to me?

How can I use this idea?

What can I do right away?

To be successful in the future, the rate of internal

innovation must exceed the rate of external innovation

II > EI

The Key To Success in the New Normal…

•Nimbleosity

•Nim-bo-licous

(T + C + ECF) x DE = BE

Why do you work where you work?

Fair Pay

Meaningful Work

Cool Colleagues

Winning Culture

Opportunity for Growth

Boss I Admire

Culture = Cash

The level of highly satisfied and

engaged EMPLOYEES in your business.

The number one factor in increasing the level of highly satisfied and

engaged CUSTOMERS in your business is…

Great Places to Work Study

1

Extreme

Customer Focus

Web of Value: VOC + MOT + WOM

VOC

Moments Of Truth

78.9%23.4%

43% - 74% of purchasing decisions = WOM/T

The future of referrals…

You MUST deliver REAL value in your

social media content

Identify Ideal

Customer

ReferIdeal

Customer

From John Jantsch: The Referral Engine

You MUST have a referral process

Ideal Customer

Know• Referrals

• Ads

• Business card

• Networking

• Associations

• Clubs

• Community involvement

• Charity involvement

Like• Brand

• Website

• Social media

• Blog

• Newsletter

• Building

• Car

• Reception / greeting

• Appearance of you and your staff

Trust

• Certifications

• Awards

• Client list

• Testimonials

• Guarantee

• Reputation

• Open house• Short tour• Discount on fees• Special offer• Limited time• New development• New builder

Try

Buy

Repeat Buy

Referrals…

The best way to get

referrals…

The Four Habits of Referability

1. Show up on time

2. Do what you say you will do

3. Finish what your start

4. Say “Please” and “Thank You”

5. Give a little bit more than they expect

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

My twitter address is: @awesomelysimple

Please connect with me on LinkedIn and Twitter

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Lastly, these slides have already been uploaded to:

www.slideshare.net/johnspence