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Allstate FSL Trusted Advisor workshop 03.18.14
 

Allstate FSL Trusted Advisor workshop 03.18.14

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    Allstate FSL Trusted Advisor workshop 03.18.14 Allstate FSL Trusted Advisor workshop 03.18.14 Presentation Transcript

    • Strategies For Success
    • Do not freak out! If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com These slides and yesterday’s slides have already been uploaded to: www.slideshare.net/johnspence
    • (T + C + ECF) x DE = Success
    • What does it take to be a valued member of a team? Develop and display competence. Follow through on commitments. Deliver required results. Ensure your actions are consistent with your word. Stand behind the team and its people. Be enjoyable to work with. Treat people with respect Be passionate about your work and those you serve. Communicate and keep everyone informed. Help the other members of the team. Help members of other teams. Share ideas, information and credit. Hold yourself 100% accountable.
    • HUGE data set… • 600,000 employees at 500 companies. • 6,800 senior executives. • 900 books and academic articles. • 30 CEOs of Fortune 500. From: Beyond Performance by Keller and Price
    • Nine Elements of Organizational Health Direction Leadership Culture Accountability Coordination & Control Capabilities Motivation Customer Focus Innovation From: Beyond Performance by Keller and Price
    • Key attributes of winning cultures • High aspirations and a desire to win • Extreme customer focus • A “think like owners” attitude • Bias to action • Individuals who team • Passion and energy Bain & Company 1 - 10
    • Core Principles of Workforce Productivity • Respect Employees • Clarify Objectives • Increase Transparency • Create Dialogue
    • 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…
    • 1,300,000 interviews: Basic 4 + 1 Page 8 Wow — No Surprises — Celebrate
    • Web of Value: VOC + MOT + WOM
    • Extreme Customer Focus VOC
    • Moments Of Truth Page 8
    • If you want REPEATABLE success… you must have PROCESS
    • 43% - 74% of purchasing decisions = WOM/T
    • You MUST have a WOM Referral System Know Like Trust Try Buy Repeat Identify Ideal Customer Refer Ideal Customer
    • Referral Process • You must be REALLY great!!! • Create an “Ideal Customer” profile. • Create a VERY clear Value Proposition for that Ideal Client. • Create a clear “Call to Action.” • Communicate on multiple channels. • Establish a detailed plan of action. • Work the plan.
    • 1. 100% Clarity + Authority 2. 100% Agreement 3. Track & Post 4. Coach & Train 5. Reward or Punish
    • The Four Primary Practices: 1. A sharply focused, clearly communicated and well-understood strategy for growth. 2. Flawless operational execution that consistently delivers the value proposition. 3. A performance-oriented culture that does not tolerate mediocrity. 4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work. From: What (really) Works by Joyce, Nohria, Roberson
    • • Situation • Problem • Implication • Need • Recommended Solution
    • Be curious Ask questions Take amazing notes Follow-up immediately Data + Emotions Get small wins Let them own it
    • How to implement… Pick just 2 or 3 things Go slow Ask questions Share ideas Create shared ownership Set clear goals Plan for small wins Empower others to act
    • Workshop • What are THREE specific action steps you can take right away that will have a dramatic positive impact on the agencies you serve?
    • THANK YOUIf you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com PLEASE connect with me on LinkedIn 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