Old SchoolBeats TheNew Trends#pcn13oldschoolbit.ly/jimski Textbit.ly/get2Marc
2bit.ly/jimski Textbit.ly/get2Marcwe’re going to take some forgotten and underutilized ideas and show how to incorporate t...
3bit.ly/jimski Textbit.ly/get2Marc3 steps:! 1. Identify your (Target) customer! 2. Develop (Loyalty) via Customer Service!...
“who has trusted us”4Jim Siegienski Marc A. Wolfebit.ly/jimski Textbit.ly/get2MarcMarc Wolfe is an executive coach and tec...
To be sure of hitting the target,shoot first, and call whatever you hitthe target-Ashleigh Brilliantbit.ly/jimski Textbit....
Targetbit.ly/jimski Textbit.ly/get2MarcThe first step is identifying your target customerIdentify key clients : positive in...
Your most unhappy customers areyour greatest source of learning.– Bill Gatesbit.ly/jimski Textbit.ly/get2MarcWho knows bet...
Loyaltybit.ly/jimski Textbit.ly/get2MarcThe second step: Build loyalty with great customer servicethere will be customer i...
There is nothing so useless as doingefficiently that which should not bedone at all.-Peter Druckerbit.ly/jimski Textbit.ly...
Focusbit.ly/jimski Textbit.ly/get2MarcThe third step: improve your focus through delegationStrong leader learns when and t...
Stand Outbit.ly/jimski Textbit.ly/get2MarcDo these things...1. identify your target customer2. develop loyalty via custome...
?bit.ly/jimski Textbit.ly/get2Marcquestion #1 - I can’t afford an assistant or VA?You can’t afford not to - hire just a fe...
Identify clienthttp://www.ducttapemarketing.com/free-template-how-to-identify-your-ideal-clienthttp://ilgresults.com/5-ste...
Jim Siegienski Marc A. Wolfe@JimSiegienski @marcAwolfe#pcn13oldschoolbit.ly/jimski Textbit.ly/get2Marc
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Old School Beats New Trends

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  • 02:00
  • 02:30 m: Welcome! we’re going to take some forgotten and underutilized ideas and show how to incorporate them into your business
  • 03:00 j: 3 steps - 1. Identify your (Target) customer 2. Develop (Loyalty) via Customer Service 3. Improve your (Focus) through delegation m: at the end of the day you need to fulfill a customer need - that fundamental principal remains constant
  • 04:00 m: What I’ve learned from the companies I’ve consulted is the similarities between big and small business issues. My name is Marc Wolfe... executive coach and technology strategist at Marc A. Wolfe Enterprises j: While Marc has consulted these companies, I’ve been an employee viewing and working through this issues internally. I’ve worked at small and large companies and am currently the Chief Technology Officer at iQuantifi - a tech startup focusing on helping people reach their financial goals -pause- based in Nashville. m: Though we don’t work together we’ve had similar business experiences. We’ve taken these insights and combined them to provide a new perspective.
  • 04:30 m: we can do what this says...
  • 11:30 *** Facebook Company page, FluidSurveys with Incentive, Face to Face [skype] (advisory board) J: the first step is identifying your target customer m: identify key clients : positive interactions, repeat purchases, referrals - fans tune your efforts demographics : age, patterns, income, lifestyle j: want to know what they’re thinking - ask... via a survey ! m: get your top loyal customer and form an advisory committee... face to face - let them help, they may do it purely because they believe what you believe. You may not need to pay them. Lego story. j:summarize the key points
  • 12:00 m: who knows better about unhappy customers than Microsoft
  • 19:00 *** have a phone number, have a remedy for known issues, empower the customer service rep j: the second step : Build loyalty with great customer service there will be customer issues. You can use this to turn customers around to become fans. why are your customers leaving? If you don’t have customer service, you will never find out. phone number pizza story - almost lost customer step 1- having a phone # for people to reach a live person m: you have opportunity to get feedback (value) - most have to pay for this information customers that are upset actually care, that’s why they’re contacting you! face up to your issues - have a solution for known issues - go beyond normal support and be fanatical - you’ll get a fan j: empower the rep to handle the issue don’t let the customer hop from phone to phone it’s not just the solution, it’s the speed to resolution m: all the effort just brings the customer back to ground zero - they would have been better off with the competitor but they called. super serve and bring them to another level. m: summarize - three key points
  • 19:30 j: I’ve heard it said that the biggest failure in life is to be awesome... at what you shouldn’t have been doing in the first place. j: Drucker is the Father of Modern Management
  • 26:30 *** delegate distractions, set expectations and measure results, use services (web applications, VA, intern) m: the third step : improve your focus through delegation strong leader learns when and to whom to hand off tasks. You are the bottleneck until you learn how to enable others to help you. you have key skills that are uniquely yours as leader of your organization. There are other things you do that distract from those key areas. These are tasks that are best left to others who specialize there. There is a difference between ‘could’ and ‘should’. There are things you can do that others cannot - these you keep. You can do these things but others can do them too, any maybe are better equipped. These are perfect to delegate. j: When delegating be sure to set expectations and measure results. Establish boundaries - cap hours, define results - in order to get results you want to free you to focus on your passion. m: Virtual Assistants are a great resource. They aren’t employees - they help get things done. There’s interns - I’ve hired 6 different interns - they were amazingly reliable and savvy. j: web applications to leverage your time - document management, project management - there are tons of them. j: summarize - three key points
  • 27:00 m: do these things... m 1. identify your target customer j 2. develop loyalty via customer service m 3. improve your focus through delegation you will stand out and win
  • 30:00 always repeat questions stock #1 - I can’t afford an assistant or VA? you can’t afford not to - hire just a few hours to get more done. There’s a key factor here in learning to let go of some tasks. stock #2 - I’m just one person, I can’t answer the phone so what do I do? If you can’t do these yet, have a system in place that’s the next best thing. FAQ, Knowledge base, website explaining current issues, live chat. stock #3 - can I get the slides? go to next slide...
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  • Transcript of "Old School Beats New Trends"

    1. 1. Old SchoolBeats TheNew Trends#pcn13oldschoolbit.ly/jimski Textbit.ly/get2Marc
    2. 2. 2bit.ly/jimski Textbit.ly/get2Marcwe’re going to take some forgotten and underutilized ideas and show how to incorporate them into your business
    3. 3. 3bit.ly/jimski Textbit.ly/get2Marc3 steps:! 1. Identify your (Target) customer! 2. Develop (Loyalty) via Customer Service! 3. Improve your (Focus) through delegationAt the end of the day you need to fulfill a customer want - that fundamental principal remains constant
    4. 4. “who has trusted us”4Jim Siegienski Marc A. Wolfebit.ly/jimski Textbit.ly/get2MarcMarc Wolfe is an executive coach and technology strategist at Marc A. Wolfe Enterprises. What he’slearned from the companies he has consulted is the similarities between big and small business issues.Jim Siegienski is currently the Chief Technology Officer at iQuantifi - a tech startup focusing on helpingpeople reach their financial goals - based in Nashville. While Marc has consulted these companies, Jimhas been an employee viewing and working through these issues internally. He has worked at bothsmall and large companies.Though we don’t work together we’ve had similar business experiences. We’ve taken these insightsand combined them to provide a new perspective.
    5. 5. To be sure of hitting the target,shoot first, and call whatever you hitthe target-Ashleigh Brilliantbit.ly/jimski Textbit.ly/get2Marcwe can do what this says... *sigh*
    6. 6. Targetbit.ly/jimski Textbit.ly/get2MarcThe first step is identifying your target customerIdentify key clients : positive interactions, repeat purchases, referrals - fansTune your efforts. Marlboro story.demographics : age, patterns, income, lifestyleWant to know what they’re thinking - ask... via a survey!Get your top loyal customer and form an advisory committee... face to face - let them help, they maydo it purely because they believe what you believe. You may not need to pay them. People fly out toLego to help work with the company... covering their own costs! That’s loyalty!Summary:*** Facebook Company page, SurveyMonkey or FluidSurveys with Incentive, Face to Face or Skypeadvisory board
    7. 7. Your most unhappy customers areyour greatest source of learning.– Bill Gatesbit.ly/jimski Textbit.ly/get2MarcWho knows better about unhappy customers than Microsoft
    8. 8. Loyaltybit.ly/jimski Textbit.ly/get2MarcThe second step: Build loyalty with great customer servicethere will be customer issues. You can use this to turn customers around to become fans. Why areyour customers leaving? If you don’t have customer service, you will never find out. A local onlinepizza order almost ended in disaster except they had a phone number to call.have a phone # for people to reach a live personYou have opportunity to get feedback (value) - most have to pay for this information. Customers thatare upset actually care, that’s why they’re contacting you! Face up to your issues - have a solution forknown issues - go beyond normal support and be fanatical - you’ll get a fan!Empower the rep to handle the issue. Don’t let the customer hop from phone to phone.It’s not just the solution, it’s the speed to resolutionAll the effort just brings the customer back to ground zero - they would have been better off with thecompetitor but they called. super serve and bring them to another level.Summary:*** have a phone number, have a remedy for known issues, empower the customer service rep
    9. 9. There is nothing so useless as doingefficiently that which should not bedone at all.-Peter Druckerbit.ly/jimski Textbit.ly/get2MarcI’ve heard it said that the biggest failure in life is to be awesome... at the wrong thing!Drucker is the Father of Modern Management
    10. 10. Focusbit.ly/jimski Textbit.ly/get2MarcThe third step: improve your focus through delegationStrong leader learns when and to whom to hand off tasks. You are the bottleneck until you learn howto enable others to help you. you have key skills that are uniquely yours as leader of yourorganization. There are other things you do that distract from those key areas. These are tasks thatare best left to others who specialize there.There is a difference between ‘could’ and ‘should’. There are things you can do that others cannot -these you keep. You can do these things but others can do them too, any maybe are better equipped.These are perfect to delegate.A local business was growing and started losing customers because the founder changed their focusfrom their key value.When delegating be sure to set expectations and measure results. Establish boundaries - cap hours,define results - in order to get results you want to free you to focus on your passion.Virtual Assistants are a great resource. They aren’t employees - they help get things done.There’s interns - I’ve hired 6 different interns - they were amazingly reliable and savvy.Web applications to leverage your time - document management, project management - there aretons of them.Summary:*** delegate distractions, set expectations and measure results, use services (web applications,VA, intern)
    11. 11. Stand Outbit.ly/jimski Textbit.ly/get2MarcDo these things...1. identify your target customer2. develop loyalty via customer service3. improve your focus through delegation...and you will stand out and win!
    12. 12. ?bit.ly/jimski Textbit.ly/get2Marcquestion #1 - I can’t afford an assistant or VA?You can’t afford not to - hire just a few hours to get more done. There’s a key factor here in learning to let go ofsome tasks.question #2 - I’m just one person, I can’t answer the phone so what do I do?If you can’t do these yet, have a system in place that’s the next best thing. FAQ, Knowledge base, websiteexplaining current issues, live chat.
    13. 13. Identify clienthttp://www.ducttapemarketing.com/free-template-how-to-identify-your-ideal-clienthttp://ilgresults.com/5-steps-to-identify-your-ideal-customers/http://www.fluidsurveys.comhttp://www.census.govCustomer Servicehttp://www.customerservicemanager.com/10-ways-to-improve-your-customer-service.htmhttp://www.forbes.com/sites/sundaysteinkirchner/2012/08/22/5-ways-to-improve-your-customer-service/Time and Focushttp://www.dirjournal.com/guides/how-to-delegate-effectively/http://www.mindtools.com/pages/article/newLDR_98.htmhttp://www.developwithpurpose.com/whats-in-your-work-week/http://www.internships.com/http://xkcd.com/1205/New School:slideshare.net/jimsiegienskibit.ly/jimski Textbit.ly/get2Marc
    14. 14. Jim Siegienski Marc A. Wolfe@JimSiegienski @marcAwolfe#pcn13oldschoolbit.ly/jimski Textbit.ly/get2Marc

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