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.
Key Drivers of Customer Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: T olerate 16 countries Quality P&S & N othing 529 companies Customer Relationship 15,589 respondents L ess CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.28 CR=.37 CR=.36 CR=.19 CR=.24 5 1 5 1 7 Long-term Enthusiasm, Training & Fair Chart: 4 Orientation Commitment, Development Compensation Respect Workshop: 5From: Practice What You Preach by Maister
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. Workshop: 6
Now you MUST deliver…• The highest possible quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently superior customer service for an outstanding “Total Buying and Owning Experience.”
Kaizen For those who are prepared… Chaos brings opportunity.
The Evergreen Project10 year study of 160 top companies40 distinct industries200 management practicesWinners, climbers, tumblers, losersWinners had an average Total Return to Shareholders of 945%...The Losers only averaged a TRS of 62% From: What (really) Works by Joyce, Nohria, Roberson
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. Workshop 11
The Secondary Management Practices: • Talent = find and keep the best people. • Key leaders show commitment and enthusiasm for the business. • Embrace strategic innovation. • Master the power of partnerships.From: What (really) Works by Joyce, Nohria, Roberson Workshop 11
The 6 Keys to Controlling the Market 1. People 2. VOC 3. MOT 4. WOM 5. Kaizen 6. Execution
Sign up today!• Speaker: John Spence• Seminar: Turning Ideas into Action• When: Wednesday 20 March 2013• Time: 9am - 5pm• Where: Eden Park, Kingsland, Auckland. http://web.results.com/john-spence-event-2013/
THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: firstname.lastname@example.org My twitter address is: @awesomelysimpleAlso, 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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