Your SlideShare is downloading. ×
Building a Winning Culture - RESULTS.com
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Building a Winning Culture - RESULTS.com

1,543
views

Published on

Slides from the December 12th webinar.

Slides from the December 12th webinar.

Published in: Education, Business

0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,543
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
190
Comments
0
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Building A Winning Culture RESULTS.com & John Spence
  • 2. A few of my clients:
  • 3. What does this mean to me? How can I use this idea? What can I do right away?
  • 4. Reality Check Knowing – Doing 1 -10
  • 5.
    • The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
    The level of highly satisfied and engaged EMPLOYEES in your business.
  • 6.
    • Fully Engaged Customers deliver a 23%
    • premium over the average customer in terms of share of wallet, profitability , revenue , and relationship growth .
    Harvard Business Review: Manage Your Human Sigma
  • 7. Job + Organizational Engagement = Employee Engagement 50%
  • 8. Actively Disengaged Employees… 22% In TOTAL Revenues!
  • 9. Customer satisfaction drives customer loyalty… and customer loyalty drives profitability A 5% increase in loyalty among your best customers… Can produce a profit increase of 25% – 85% I hate you I don’t care about you I love you 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist
  • 10. Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 529 companies 15,589 respondents Financial Performance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR= 104.12% increase in profits CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
  • 11. Highly satisfied and engaged employees can drive as much as a 189% increase in profitability! Culture = Cash
  • 12.  
  • 13. The Pattern of Business Success
  • 14. (T + C + ECF) x DE = Success
  • 15. Key attributes of winning cultures
    • High aspirations and a desire to win
    • External focus
    • A “think like owners” attitude
    • Bias to action
    • Individuals who team
    • Passion and energy
    Bain & Company 1 - 10
  • 16. From the Employee’s Perspective: 1 - 10
  • 17.
    • Focus me
    • Know me
    • Care about me
    • Hear me
    • Help me feel proud
    • Equip me
    • Help me see my value
    • Help me grow
    • Help me see my importance
    C ompassion = SBA
  • 18. The Six Universal Drivers of Engagement
    • Caring, competent, and engaging senior leaders.
    • Effective managers who keep employees aligned and engaged.
    • Effective teamwork at ALL levels.
    • Job enrichment and professional growth.
    • Valuing employee Contributions.
    • Concern for employee well being.
    • 1 - 10
  • 19. What do engaged employees look like?
    • They give more discretionary effort.
    • They consistently exceed expectations.
    • They take more responsibility and initiative.
    • They receive better customer service ratings.
    • They offer more ideas for improvement.
    • They promote and model teamwork.
    • They volunteer more for extra assignments.
    • They anticipate and adapt better to change.
    • They persist at difficult work over time.
    • They speak well of the organization.
    1 - 10
  • 20. The Five Steps to Implementing a Winning Culture
    • Preform a culture audit and set new expectations.
    • Align the management team.
    • Focus on RESULTS and build accountability.
    • Manage the drivers of culture.
    • Communicate and celebrate.
  • 21. Study of most important leadership skills 7,000+ managers from 1,600 large organizations
    • Must have superb communication skills.
    • Lead by example to demonstrate character and competence.
    • Establish and maintain clear and meaningful vision.
    • Provide motivation to create ownership and accountability for results.
    • Clarify performance expectations.
    • Foster teamwork and collaboration.
    • Develop clear performance goals and metrics.
    • Consistently deliver superior results.
    From: Getting Results by Longenecker and Simoneti 1- 10 5
  • 22. Clear Expectations
  • 23. Ground Rules for a Professional Organization
    • Staff agrees to be managed and coached to strictly enforced standards of performance and quality work.
    • Teamwork is mandatory, not optional.
    • Excellence in customer satisfaction is an enforced standard.
    • Personal and professional growth is a nonnegotiable minimum standard.
    • All team members must show a sincere interest in the customer and a sincere desire to help them.
    • The primary focus must be on delivering quality work and building strong customer relationships.
    • Demand excellence and refuse to tolerate mediocrity.
    1 - 10
  • 24. Let’s take a look at an example of a company that has taken these standards of professionalism and codified them into a set of values that drives their business. As you read the following GE leadership values…
  • 25.
    • Are passionately focused on driving customer success.
    • Live Six Sigma quality, ensuring that the customer is always its first beneficiary, and using that concept to accelerate growth.
    • Insist on excellence, and are intolerant of mediocrity or bureaucracy.
    • Act in a boundaryless fashion, always searching for and applying the very best ideas regardless of origin.
    • See change for the positive growth opportunities it brings.
    • Create a clear, simple, customer-centered vision, and continually renew and refresh its execution.
    • Create an environment that stretches excitement, informality and trust; rewards improvements; and celebrates results.
    • Demonstrate—always with infectious enthusiasm for the customer—the “Four E’s” of GE leadership: the personal Energy to welcome and deal with the speed of change; the ability to create an atmosphere that Energizes others; the Edge to make the difficult decisions; and the ability to consistently Execute …
    GE leaders, always with unyielding integrity:
  • 26. (T + C + ECF) x DE = Success
  • 27. 10 – 15 %
  • 28. What Inhibits Execution? Survey of 4,000 Senior Executives
    • 4. Inability to work together (21%)
    • 3. Company culture (23%)
    • 2. Economic climate (29%)
    • 1. Holding onto the past / unwillingness to CHANGE (35%)
  • 29. In other words…
    • In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.
  • 30. Where are we going + how will we behave on the way? Focus Differentiation “ No” Stakeholders + guiding collation Vision + Values Strategy Plans Goals / Objectives Tactics / Actions Procedures / Protocols Repeatable Process Clear / consistent / relentless @ Execution Training + time / money / supplies / people Measure Track & Post Transparency Renewal Praise + Celebration Eliminate Mediocrity 1 - 10
  • 31. Culture = CASH
  • 32. Leadership and the New Normal
    • One day only!
    • Thursday 15 March 2012
    • Ellerslie Events Centre
    • To register go to:
    • www.results.com/john-spence
    • Or call 09 573 5582
    • **** Early Bird closes December 16 th ****
  • 33. 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 My twitter address is: @awesomelysimple Please feel free to “friend” me on FB 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
  • 34. Leadership and the New Normal
    • One day only!
    • Thursday 15 March 2012
    • Ellerslie Events Centre
    • To register go to:
    • www.results.com/john-spence
    • Or call 09 573 5582
    • **** Early Bird closes December 16 th ****

×