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Success in the NEW Normal   ?
300+ in 19 years
“Simplicity isthe ultimatesophistication”   Leonardo da Vinci
(T + C + ECF) x DE = Success
Talent
Cecil Van Tuyl “It is all about   people, people,   people.”  “ You can kid yourself   about a lot of things   in your bus...
The number one factor in increasing the  level of highly satisfied and engagedCUSTOMERS in your business is…The level of h...
Key Drivers of Customer                     Satisfaction and LoyaltyGlobal study:                            T olerate16 c...
Customer satisfaction drives customer loyalty…                                             and customer loyalty drives pro...
Culture = CashActively disengaged employees can reduce total revenues byup to   22% while highly satisfied and engaged emp...
What do engaged                       employees look like?1. They give more discretionary effort.2. They consistently exce...
ExtremeCustomer Focus
Web of Value:   VOC + MOT = WOM
VOC
How Many of these do you employ?
Moments Of Truth
TEC / Vistage / EO / YPO = 2,000 CEOs               1. Lack of a well-communicated                  vision and strategy fo...
Ideas to ACTION  10 – 15 %
Where are we going + how will we behave on the way?      Praise + Celebration                                             ...
Accountability1. 100% Clarity2. Agreement3. Tracking4. Coaching5. Reward / Punishment
Thank You  If you have any questions at all please do not hesitate to send a note or call.              My email address i...
AMI Owners Forum
AMI Owners Forum
AMI Owners Forum
AMI Owners Forum
AMI Owners Forum
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AMI Owners Forum

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Association of Marine Industries session on: Success in the NEW Normal by John Spence

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  • Transcript of "AMI Owners Forum "

    1. 1. Success in the NEW Normal ?
    2. 2. 300+ in 19 years
    3. 3. “Simplicity isthe ultimatesophistication” Leonardo da Vinci
    4. 4. (T + C + ECF) x DE = Success
    5. 5. Talent
    6. 6. 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.”
    7. 7. The number one factor in increasing the level of highly satisfied and engagedCUSTOMERS in your business is…The level of highly satisfied and engaged EMPLOYEES in your business.
    8. 8. Key Drivers of Customer Satisfaction and LoyaltyGlobal study: T olerate16 countries N othing529 companies15,589 respondents L ess From: Practice What You Preach by Maister
    9. 9. Customer satisfaction drives customer loyalty… and customer loyalty drives profitability Evangelist 100% Zone of Affection 90 I love you 80 70 I don’t care about you A 5% increase in 60 Zone of Loyalty 50 40 Indifference loyalty among your 30 best customers… 20 Zone of Can produce a profit Defection increase of…I hate you 25% – 85% Terrorist Extremely Somewhat Slightly Very Dissatisfied Dissatisfied Dissatisfied Satisfied Satisfied Customer Satisfaction
    10. 10. Culture = CashActively disengaged employees can reduce total revenues byup to 22% while highly satisfied and engaged employees can drive profits up by as much as a 189%
    11. 11. What do engaged employees look like?1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork. 1- 107. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
    12. 12. ExtremeCustomer Focus
    13. 13. Web of Value: VOC + MOT = WOM
    14. 14. VOC
    15. 15. How Many of these do you employ?
    16. 16. Moments Of Truth
    17. 17. TEC / Vistage / EO / YPO = 2,000 CEOs 1. Lack of a well-communicated vision and strategy for growth. 2. Lack of courageous communication. 3. Tolerating mediocrity. 4. Lack of accountability and disciplined execution.
    18. 18. Ideas to ACTION 10 – 15 %
    19. 19. Where are we going + how will we behave on the way? Praise + Celebration Focus and Differentiation Eliminate Mediocrity “No”Measure / Track Communicate Stakeholders + Transparency guiding collation Renewal Vision + Values Training + Strategy time / money / Plans supplies / people Goals / Objectives Tactics / Actions Procedures / Protocols Clear / consistent / relentless Repeatable Process
    20. 20. Accountability1. 100% Clarity2. Agreement3. Tracking4. Coaching5. Reward / Punishment
    21. 21. Thank You If 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
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