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Winning through people, purpose and passionKeynote and Masterclass by Peter Fiskpeterfisk@peterfisk.comCreating
Good is not enough,satisfaction is expected,quality is entry level,… imitation is everywhere,difference is rare …people ex...
… in every market,businesses are raising thebar, and changing the gameLook around the world
Shaking up markets
Time to think different
I have my needs and wants, to get through the day,and to achieve my objectives.But I also have my hopes, dreams and ambiti...
+geniusBusinessnarrowviewBusinessnarrowviewCustomerbroaderviewBusiness Customer© GeniusWorks 2012. All rights reserved.Tim...
Simple story… big idea …What does it meanfor us?“Raving Fans”
Domos GasSouthwest airlinesIt started here …
Decidewhat youwantDiscoverwhatmattersmostDeliverthe visioneveryday
Creating “Raving Fans”“Raving Fans” can transformyour business …Much more than being customerfocused, more than a slogan,m...
What’s a Raving Fan?
So … what’s a “fan”?Admirer, follower, loyalEnthusiast, fanaticDevotee …and … what’s raving? …Emotional, irrational, excit...
CreatingWhat creates a “fan”?raving fansRaving FansWhat do “raving” fans do?
What does it take?
Different RelevantMost companiesthink conventionallyCustomer-driven companiesthink different© GeniusWorks 2012 +geniusPush...
“The customer is boss”
“It’s not about products”
“Enabling customers to win”
Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral ...
Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral ...
Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral ...
Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral ...
Zappos
Zappos
Zappos
“People are builders. They build to educate, to heal, to shelter andcomfort families.They build to connect with each other...
“People are builders.They build to educate, to heal, to shelter andcomfort families.They build to connect with each other,...
Philips Semiconductor
Geek Squad
Geek Squad
Geek Squad
Umpqua BankUmpqua Bank
Umpqua BankUmpqua Bank
Umpqua BankUmpqua Bank
Tata SteelTata Steel
Tata SteelTata Steel
Tata Steel
Harley Davidson
+geniusHarley Davidson
+geniusHarley Davidson
Where do we start?
Part 1:insightsShaping a business visionaround customers.© GeniusWorks 2012. All rights reserved.
Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business vi...
CreatingWhat do our customers really want to achieve?raving fansEnergiser PyramidEnergisersEnablersEssentials© GeniusWorks...
CreatingWhat should we stop doing … start doing … and do better?raving fansAction LightsStopDobetterStart© GeniusWorks 201...
Part 2:innovationPart 1:insightsShaping a business visionaround customers.Designing an extraordinarycustomer experience.© ...
Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business vi...
EnergisersEnablersEssentialsCreatingHow could we better meet their needs?raving fansBusiness Solutions© GeniusWorks 2012. ...
CreatingWhat experience do we deliver to our customers?raving fansExperience Mapbefore the sale beyond the saleHow could w...
Part 3:IgnitionPart 2:innovationPart 1:insightsUnlocking the power of people,purpose, and passion.Shaping a business visio...
Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business vi...
Creatingraving fansCustomer NarrativeI know that your business priority is to improveprofitability and growth, in particul...
CreatingHow can we engage customers by talking on their terms?raving fansSituationComplicationQuestionAnswerCustomer Narra...
Part 3:IgnitionPart 2:innovationPart 1:insightsUnlocking the power of people,purpose, and passion.Shaping a business visio...
Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business vi...
CreatingMemo to Myself … My 6 Month Raving Fan Planraving fansMy Raving Fan PlanWithin 6 months this is what I will have d...
CreatingMemo to Myself … My 12 Month Raving Fan Planraving fansMy Raving Fan PlanWithin 12 months this is what I will have...
We transform ourbusiness, and ourcustomers worlds too …purpose beyond profit,customers before products,from selling to ena...
Are you ready?
peterfisk@peterfisk.comwww.theGeniusWorks.com
Creating RAVING FANS ... Winning through People, Purpose and Passion - Keynote and Masterclass with Peter Fisk
Creating RAVING FANS ... Winning through People, Purpose and Passion - Keynote and Masterclass with Peter Fisk
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Creating RAVING FANS ... Winning through People, Purpose and Passion - Keynote and Masterclass with Peter Fisk

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"Raving Fans" can transform your business, your people and culture, by going beyond service and satisfaction, to engage customers more deeply and win together. Peter Fisk brings to life the bestselling book for your business. Email peterfisk@peterfisk.com

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  1. 1. Winning through people, purpose and passionKeynote and Masterclass by Peter Fiskpeterfisk@peterfisk.comCreating
  2. 2. Good is not enough,satisfaction is expected,quality is entry level,… imitation is everywhere,difference is rare …people expect moreEvery business needs to do more
  3. 3. … in every market,businesses are raising thebar, and changing the gameLook around the world
  4. 4. Shaking up markets
  5. 5. Time to think different
  6. 6. I have my needs and wants, to get through the day,and to achieve my objectives.But I also have my hopes, dreams and ambitions.For too long you have treated me as a name or number.You group me into what you call a segment,or sometimes just a mass market.But I’m not prepared to tolerate that anymore. I am me.Don’t treat me like somebody else.Sometimes I might be very similar to others,but I can also be very different and discerning.In the old world, I realise I didn’t have much choice.I needed you more than your needed me.But things have changed. Now I have the power.Now I’m in control.You need me, more than I need you.It’s time you started doing businesson my terms …”“Hey! I’m your customer …Yes, a real person, a human being …
  7. 7. +geniusBusinessnarrowviewBusinessnarrowviewCustomerbroaderviewBusiness Customer© GeniusWorks 2012. All rights reserved.Time to think like a customer
  8. 8. Simple story… big idea …What does it meanfor us?“Raving Fans”
  9. 9. Domos GasSouthwest airlinesIt started here …
  10. 10. Decidewhat youwantDiscoverwhatmattersmostDeliverthe visioneveryday
  11. 11. Creating “Raving Fans”“Raving Fans” can transformyour business …Much more than being customerfocused, more than a slogan,more than great service… an approach that cantransform the way we all work,how we develop and make,sell and serve …… and how we all win
  12. 12. What’s a Raving Fan?
  13. 13. So … what’s a “fan”?Admirer, follower, loyalEnthusiast, fanaticDevotee …and … what’s raving? …Emotional, irrational, excitedWild, dilirious, frenziedTelling everyone, wanting more,doing more …What’s a Raving Fan?
  14. 14. CreatingWhat creates a “fan”?raving fansRaving FansWhat do “raving” fans do?
  15. 15. What does it take?
  16. 16. Different RelevantMost companiesthink conventionallyCustomer-driven companiesthink different© GeniusWorks 2012 +geniusPushFunctionalPullEmotionalStoriesSalesProductspartnershipsexperiencesFeatures+genius
  17. 17. “The customer is boss”
  18. 18. “It’s not about products”
  19. 19. “Enabling customers to win”
  20. 20. Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral Show differenceCustomer Transactional No referral Do more1234567The loyalty ladder
  21. 21. Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral Show differenceCustomer Transactional No referral Do morePartner Collaborative Possibly refers Plan together1234567The loyalty ladder
  22. 22. Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral Show differenceCustomer Transactional No referral Do morePartner Collaborative Possibly refers Plan togetherAdvocate Supporter Proactive refers Enable innovation1234567The loyalty ladder
  23. 23. Prospect Not engaged No referral IntroduceContact Introduced No referral Have purposePotential Not bought yet No referral Show differenceCustomer Transactional No referral Do morePartner Collaborative Possibly refers Plan togetherAdvocate Supporter Proactive refers Enable innovationRaving Fan Loves you! Proactive champ Win together1234567The loyalty ladder© GeniusWorks 2012. All rights reserved.
  24. 24. Zappos
  25. 25. Zappos
  26. 26. Zappos
  27. 27. “People are builders. They build to educate, to heal, to shelter andcomfort families.They build to connect with each other, to share their art andknowledge for the benefit of humanity.Everything people build requires strength to weather the forces ofnature and time. It requires a solid foundation.By helping people to solve their building challenges in communitiesaround the world, we are a vital part of that foundation.Our products are everywhere, from the smallest villages to thelargest cities – linking communities, providing shelter, and enablingsociety’s sustainable growth.As a global industry leader, Cemex will continue building a betterworld for the next 100 years”CEMEXCemex
  28. 28. “People are builders.They build to educate, to heal, to shelter andcomfort families.They build to connect with each other, to share their art andknowledge for the benefit of humanity.Everything people build requires strength to weather the forces ofnature and time. It requires a solid foundation.By helping people to solve their building challenges incommunities around the world, we are a vital part of thatfoundation.Our products are everywhere, from the smallest villages to thelargest cities – linking communities, providing shelter, andenabling society’s sustainable growth.As a global industry leader, Cemex will continue building a betterworld for the next 100 years”Cemex
  29. 29. Philips Semiconductor
  30. 30. Geek Squad
  31. 31. Geek Squad
  32. 32. Geek Squad
  33. 33. Umpqua BankUmpqua Bank
  34. 34. Umpqua BankUmpqua Bank
  35. 35. Umpqua BankUmpqua Bank
  36. 36. Tata SteelTata Steel
  37. 37. Tata SteelTata Steel
  38. 38. Tata Steel
  39. 39. Harley Davidson
  40. 40. +geniusHarley Davidson
  41. 41. +geniusHarley Davidson
  42. 42. Where do we start?
  43. 43. Part 1:insightsShaping a business visionaround customers.© GeniusWorks 2012. All rights reserved.
  44. 44. Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.Customer insightsCustomer contextCustomer purposeCreating raving fans toolkit© GeniusWorks 2012. All rights reserved.
  45. 45. CreatingWhat do our customers really want to achieve?raving fansEnergiser PyramidEnergisersEnablersEssentials© GeniusWorks 2012. All rights reserved.
  46. 46. CreatingWhat should we stop doing … start doing … and do better?raving fansAction LightsStopDobetterStart© GeniusWorks 2012. All rights reserved.
  47. 47. Part 2:innovationPart 1:insightsShaping a business visionaround customers.Designing an extraordinarycustomer experience.© GeniusWorks 2012. All rights reserved.
  48. 48. Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.Co-creationCustomer BusinessCustomer insightsCustomer contextCustomer purposeCustomer solutionsCustomer innovationCustomer experienceCreating raving fans toolkit© GeniusWorks 2012. All rights reserved.
  49. 49. EnergisersEnablersEssentialsCreatingHow could we better meet their needs?raving fansBusiness Solutions© GeniusWorks 2012. All rights reserved.
  50. 50. CreatingWhat experience do we deliver to our customers?raving fansExperience Mapbefore the sale beyond the saleHow could we innovate to make it better?© GeniusWorks 2012. All rights reserved.
  51. 51. Part 3:IgnitionPart 2:innovationPart 1:insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.© GeniusWorks 2012. All rights reserved.
  52. 52. Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.Co-creationCustomer BusinessPartnerteamCustomer insightsCustomer contextCustomer purposeCustomer solutionsCustomer innovationCustomer experienceCustomer NarrativeCustomer AdvocacyCustomer TeamsCreating raving fans toolkit© GeniusWorks 2012. All rights reserved.
  53. 53. Creatingraving fansCustomer NarrativeI know that your business priority is to improveprofitability and growth, in particular byseeking to appeal to new types of customers.However many pharmacists find thatdiversification is difficult, can meanincreased costs and loss of loyal customers.So how can you do more, whilst still beingfocused on your core business?We Growth through franchising your generalmerchandise is a fast, easy, and low risk way of growingyour business more profitably. And we can help you doit by being part of our new LifeStore network.SituationComplicationQuestionAnswerHow can we engage customers by talking on their terms?© GeniusWorks 2012. All rights reserved.
  54. 54. CreatingHow can we engage customers by talking on their terms?raving fansSituationComplicationQuestionAnswerCustomer Narrative© GeniusWorks 2012. All rights reserved.
  55. 55. Part 3:IgnitionPart 2:innovationPart 1:insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.© GeniusWorks 2012. All rights reserved.
  56. 56. Part 3: IgnitionPart 2: innovationPart 1: insightsUnlocking the power of people,purpose, and passion.Shaping a business visionaround customers.Designing an extraordinarycustomer experience.Co-creationCustomer BusinessPartnerteamCustomer insightsCustomer contextCustomer purposeCustomer solutionsCustomer innovationCustomer experienceCustomer NarrativeCustomer AdvocacyCustomer TeamsCreating raving fans toolkit© GeniusWorks 2012. All rights reserved.
  57. 57. CreatingMemo to Myself … My 6 Month Raving Fan Planraving fansMy Raving Fan PlanWithin 6 months this is what I will have done for my customers:My focus for building “raving fans” in the first 6 months will be this:The measure of success for my business (and me) will be :Signed: Date:© GeniusWorks 2012. All rights reserved.
  58. 58. CreatingMemo to Myself … My 12 Month Raving Fan Planraving fansMy Raving Fan PlanWithin 12 months this is what I will have done for my customers:My focus for building “raving fans” in the second 6 months will be this:The measure of success for my business (and me) will be :Signed: Date:© GeniusWorks 2012. All rights reserved.
  59. 59. We transform ourbusiness, and ourcustomers worlds too …purpose beyond profit,customers before products,from selling to enabling,partners and advocates… winning togetherAnd the result …© GeniusWorks 2012. All rights reserved.
  60. 60. Are you ready?
  61. 61. peterfisk@peterfisk.comwww.theGeniusWorks.com
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