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Do you know that the lowest-ranking employees in a business can lose more customers than can be gained by the highest-ranking employees. That is why we care.. Our “Four” strategic talent development …

Do you know that the lowest-ranking employees in a business can lose more customers than can be gained by the highest-ranking employees. That is why we care.. Our “Four” strategic talent development approaches are base on global best practices and our understanding in your business. I would be very happy to share with you on how our 12 customized and ready-to-use tools to create a talented workforce can give the direct benefits to your business.

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  • 1. BY NONKWAN HONGTHONG © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. http://www.thetalentdevelopment.com/ Employee-to-Customer Experience Creation “Engaging your team for the ultimate business results” Presents THE TALENT DEVELOPMENT
  • 2. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 2 http://www.thetalentdevelopment.com/ An employee-to-customer “Experience Creation” will be extremely advantageous to your business when you are… ..the business that looks for fast growth via national and global expansion ..the business that requires people to physically interface with customers in order to represent services and products to the end-customers on daily basis ..the business that realizes its brand and product image is very important to protect and enrich ..the business that plans to increase its value with stronger brand equity and organization for sustainable competitive advantage
  • 3. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 3 http://www.thetalentdevelopment.com/  The lowest-ranking employees in a business can lose more customers than can be gained by the highest-ranking employees.  In the average business, for every customer who bothers to complain, there are 26 other who remain silent.  An average unhappy customer will tell 8 to 16 people (about 10 percent will tell more then 20 people).  91 percent of unhappy customers will never purchase goods or services from you again.  If you make an effort to remedy customer's complaints, 82 to 95 percent of them will stay with you.  It costs about 5 times as much to attract a new customer as it does to keep an existing one. Hard Facts: Source of info: scoremichigansgreatsouthwest.org DID YOU KNOW?
  • 4. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 4 http://www.thetalentdevelopment.com/ Top global companies are committed in enriching its corporate culture for global business expansion. Are you hungry?
  • 5. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 5 http://www.thetalentdevelopment.com/ McDonald’s “three-legged stool” approach “Fundamental in building the McDonald’s brand to exceed customer expectations, the company is dedicated to engaging and retaining a talented workforce.” Combined with the foundation the company is built on — its dedication to its employees — McDonald’s prides itself on its culture of trust and collaboration and employs the “three- legged stool” approach: each leg representing the company, franchisees and supplier partners. By investing in the future of its people, the company profits from a motivated, energized and happy workforce. McDonald’s leadership team and owners and operators started when they were in high school, at the front counter or at the drive-thru. McDonald’s employees grew through their careers so they could be successful people within the business or owners of a number of restaurants. Source of info: Financial Post Top global companies are committed in enriching its corporate culture for global business expansion.
  • 6. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 6 http://www.thetalentdevelopment.com/ Do you recognize this symbol? Top global companies are committed in enriching its corporate culture for global business expansion.
  • 7. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 7 http://www.thetalentdevelopment.com/ “How do they develop the world’s most engaged, loyal and customer-centric employees, year after year?” “Today, Walt Disney is the largest media conglomerate in the world, where successful managers sell their employees on a vision of the future.” Walt Disney has become the biggest name in entertainment and tourism around the globe! currently features 11 theme parks, 2 water parks, a global cruise line, and also offers guided tours throughout various parts of the world. Source of info: Forbes, Disney University Culture is Much More Than Pixie Dust Disney corporate leadership created a corporate culture and an organizational DNA well. Disney employees didn’t just go to the store, buy pixie dust and start throwing it around. Their tireless devotion to perpetuate Walt Disney’s dream, plus the game-changing business concepts they created, helped build a resilient organizational culture that has overcome tremendous challenges and is respected around the world. Top global companies are committed in enriching its corporate culture for global business expansion.
  • 8. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 8 http://www.thetalentdevelopment.com/ Your people are representing your brands and products. It is a vast financial impact to your business when the people who work for you are not fitted to your corporate culture: Situations Cost to the business Employees are doing their job with low or zero engagement - Having low confidence at work - Unfriendly to the customers - Not caring about product quality control - Arrive at work late or frequently absent - Having conflicts with colleagues Immediate impacts: - Customer dissatisfaction - Operational risks - Lack of cooperation and collaborations in the business unit Long-term impacts: - Damage to product/brand reputation - Losing trust from all stakeholders: employees, investors, business partners, and customers High Employee Turnover - Your employees stay no longer than 6 months after they have been trained and become fluent with the operational process. - Recruitment cost: Hiring, On-boarding, Training, Paperwork processing, Manager time - Exit cost: Paperwork processing, Manager time - Loss of Expertise: Low productivity, Juggling Workload and bottle-necked process due to staffing shortage, Customer dissatisfaction - Opportunity cost (e.g. instead of wasting time and money engaging wrong people, the business can invest those money in marketing or else) Forbes says to replace an employee could cost you approx.1.5 times annual salary. US businesses lose approximately $11 billion annually due to employee turnover, according to the Bureau of National Affairs. Employee engagement is important because “engaged employees” are more committed and productive.
  • 9. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. http://www.thetalentdevelopment.com/ Our “Four” strategic talent development approaches are based on global best practices and our understanding in your business. THREE: Core soft skills & mindsets building programs Vision: At every retail stores of your company around the world, your employees are committed to delivering “the brand experience” to your customers. FOUR: Effective engagement platform Our service: Define effective hiring process and criteria to select right-fit people to work for your stores TWO: Right-fit talent selection Our service: Structure essential training programs that are geared to help employees succeed in their roles of delivering the quality service to the customers Our service: Design a two-way street communication to boost up “CARE” organizations to create a happy team that makes customers happy ONE: Your corporate culture will been defined by organization’s vision, mission, and values rather than a culture that occurs by default.
  • 10. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. http://www.thetalentdevelopment.com/ *30 weeks completion is under certain project assumptions, which will be given in the technical proposal. Within 30* weeks, your organization will be equipped with a complete set of 12 customized and ready-to-use tools to create a talented workforce for every retail stores globally. Define Corporate Culture Review vision/mission/values & Commitment survey via focus group Identify core behavioural sets Competency survey with managers and selected employees and Define competency sets on organizational skill level Examine the as-is process of recruitment and selection Review as-is Job Description (JD) Corporate culture guidebook People selection effectiveness health check report Best-fit selection process flowchart Structure screening process Candidate scoring sheet Design scoring sheet for culture-fit screening Competency profiles for store employees Corporate culture health check report Design the measurement methodologies to gauge the training effectiveness Identify the right-fit onboarding cultural immersion programs for new employees Translate competency sets into learning and development program structure and course outline required for all employees and each job group Orientation program guidebook for HR and Managers Training effectiveness measurement templates Best-fit training structure and training plan matrix for store employees Design 1-year communication roadmap for the new corporate culture Measure the effectiveness of as-is communication platform at your organization, identify SWOT, and provide recommendations for improvements Define best-fit communication methods and messages Effective communication health check report Internal communication guidebook for HR and Managers 1-year internal communication roadmap to embed the new corporate culture
  • 11. 11 © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. http://www.thetalentdevelopment.com/ Project Director Profile NONKWAN HONGTHONG Relevant Experience Relevant Skills ▪ Nonkwan specializes in branding, communication, change, and training in the field of Talent and Organization Development. She has over ten years of experience working with global firms (e.g. BMW Group, Accenture’s clients), designing employee engagement programs that create effective transition and mobilization of human capital within firms.  Nonkwan was a Management Consultant at Accenture, leading change communication for second largest Malaysian commercial banking System Implementation - change readiness assessment, stakeholder management, external communication impact assessment, crisis communication management. She was also leading the curriculum design and training executions for one of Accenture’s corporate citizenship initiative, Skills to Succeed, focuses on advancing employment and entrepreneurship opportunities in both mature and emerging markets.  While at BMW Leasing (Thailand), Nonkwan managed organization’s internal communication manager, leading several employee engagement programs and promoting the organization brand as regional best practice and global communication hub.  With her latest role as the lead of Human Capital Consulting in a boutique consulting firm in Thailand – Compass Institute, Nonkwan designed HR strategic frameworks and customized training programs and delivers the classroom training for many corporate clients in various industries. Her strengths lie in Talent Management, Change Management, Innovation Management, and Customer Centricity. Industry  Retail  Automotive  Financial Services  Energy  Game and Entertainment Functional  Employee branding  Employee engagement  Effective Communication management  Change management  Project management  Training and Coaching Contact: Chicago, USA +1 (773) 574 4042 Bangkok, Thailand +66 (84) 364 8923 Email: nonkwan@thetalentdevelopment.com Education:
  • 12. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved. http://www.thetalentdevelopment.com/ We would like to invite you to explore more of our methodologies and expected outputs and how can we help you with our customized solutions. Please contact us at info@thetalentdevelopment.com