controlling the market
DESCRIPTION
10/28/10 Presentation to Activate Group by John SpenceTRANSCRIPT
- 1. Controlling The Market HowSuccessfulCompanies Take MarketShare from the Competition
2. I will not waste one minute of your time
- I have a ton to cover and I will go pretty fast.
- Please take lots of notes, think/work hard and feel free to ask questions or give comments at ANY time.
- I am happy to answer any of your questions, offer advice and recommend books at any time after this session.
- [email_address]
- The slides are already posted at:
- www.SlideShare.net/johnspence
3. Afew of my clients: 4. For the past 21 years 5. What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru 6. To get the most from our session together It is absolutely critical that you be brutally honest with yourself today. So let's get started witha little self-test on page 2 7. The 6 Keys to Controlling the Market
- People
- VOC
- MOT
- WOM
- Kaizen
- Execution
8. The Four Is
- Ignorance
- Inflexibility
- Indifference
- Inconsistency
Page 2 9. How to avoid the Four Is
- Aggressive external market focus.
- Ridiculously high level of customer focus.
- Keep the Main Things the main things.
- Bullish on knowledge sharing and learning.
- Teamwork is mandatory not optional
- Passion and commitment at all levels.
- Foster a healthy paranoia.
- Revel in change.
Page 2 10. 11. The Pattern of Business Success 12. (T + C + ECF) x DE = Success 13. Talent + Culture Talent 14. Cecil Van Tuyl
- It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.
15.
- The number one factor in increasing the level of highly satisfied and engagedCUSTOMERSin your business is
The level of highly satisfied and engagedEMPLOYEESin your business. 16. Job + Organizational Engagement = Employee Engagement 17. Actively Disengaged Employees 22% 18. Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 529 companies 15,589 respondents Chart: 4 Workshop: 5 FinancialPerformance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development FairCompensation CR= 104.12%increase in profits CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 19. Customer satisfaction drives customer loyaltyand customer loyalty drives profitability A5%increase in loyalty among your best customers Can produce a profit increase of25% 85% I hate you I dont care about you I love you 100% 90 80 70 60 50 40 30 20 ExtremelyDissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied VerySatisfied Zone ofDefection Zone ofIndifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist 20. Actively disengaged employees can reduce revenues by up to22%,while highly satisfied and engaged employees can drive profitsupby as much as a189%Culture = Cash 21. What do engaged employees look like?
- They give more discretionary effort.
- They consistently exceed expectations.
- They take more responsibility and initiative.
- They receive better customer service ratings.
- They offer more ideas for improvement.
- They promote and model teamwork.
- They volunteer more for extra assignments.
- They anticipate and adapt better to change.
- They persist at difficult work over time.
- They speak well of the organization.
1 - 10 Workshop: 6 22. The key elements of a winning culture:Employees
- Fun
- Family
- Friends
- Fair
Freedom Pride Praise Meaning Accomplishment 1 -10 Workshop: 7 23. What Employees Want
- Focus me
- Know me
- Care about me
- Hear me
- Help me feel proud
- Equip me
- Help me see my value
- Help me grow
- Help me see my importance
24. The Six Universal Drivers of Engagement
- Caring, competent, and engaging leaders.
- Effective managers who keep employees informed, aligned and engaged.
- Effective teamwork at ALL levels.
- Job enrichment and professional growth.
- Valuing employee contributions.
- Concern for employee well being.
- 1 - 10
Workshop: 7 25. 1,300,000 interviews :Basic 4 + 1Page8 26. E xtremeC ustomerF ocus 27. Web of Value:VOC + MOT + WOM Page8 28. 6. Extreme Customer Focus VOC 29. M omentsO fT ruth Page8 30. VOC + MOTWorkshop: Page 9 31. WOM = Your BEST form of advertising!78.9% 23.4% 32. 43% - 74% of purchasing decision = WOM/T 33. YouMUSThave a WOM Referral System From John Jantsch: The Referral Engine IdentifyIdealCustomer Refer IdealCustomer 34. WOM page 10:Best Ideas from the Group 35. Things have changed 2008 2010 36. Now you MUST deliver
- The highest possible quality
- At the lowest possible price
- Immediately --- or sooner
- All while giving consistently superior customer service for an outstanding Total Buying and Owning Experience.
37. Kaizen For those who are prepared Chaos brings opportunity. 38. The Evergreen Project
- 10 year study of 160 top companies
- 40 distinct industries
- 200 management practices
- Winners, climbers, tumblers, losers
- Winners had an average Total Return to Shareholders of945% ...
- The Losers only averaged a TRS of62%
From: What (really) Works by Joyce, Nohria, Roberson 39. The Four Primary Practices:
- A sharply focused, clearly communicated and well-understood strategy for growth.
- Flawless operational execution that consistently delivers the value proposition.
- A performance-oriented culture that does not tolerate mediocrity.
- A fast, flexible, flat organization that reduces bureaucracy and simplifies work.
Workshop11 40. The Secondary Management Practices:
- Talent = find and keep the best people.
- Key leaders show commitment and enthusiasm for the business.
- Embrace strategic innovation.
- Master the power of partnerships.
From: What (really) Works by Joyce, Nohria, Roberson Workshop11 41. 10 15% 42. Where are we going and how will we behave on the way? Focus Differentiation No Guiding Collation Vision + Values Strategy Objectives Initiatives Programs Procedures / Protocols Repeatable Process Clear / consistent / relentless Training + time / money / supplies / people Measure / Track Communicate TransparencyAccountability Celebrate Success Eliminate Mediocrity Workshop12 43. The 6 Keys to Controlling the Market
- People
- VOC
- MOT
- WOM
- Kaizen
- Execution
44. Strategy Map / Word Cloud:Pages 13&14 45. Final Workshop:Pages 15 - 17 46. 47. T HANKY OU If you have any questions at all please do not hesitate to send a note or call.My email address is:[email protected] twitter address is:@awesomelysimple Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence