The Foundations of Excellence Key Ideas for Building and  Sustaining a Highly Successful Business
A  few of my clients:
For the past 21 years…
What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru…
 
The Foundations of Excellence <ul><li>People </li></ul><ul><li>VOC </li></ul><ul><li>MOT </li></ul><ul><li>WOM </li></ul><...
 
The Pattern of Business Success
(T + C + ECF) x DE = Success
Talent + Culture Talent
Cecil Van Tuyl <ul><li>“ It is all about people, people, people. You can kid yourself about a lot of things in your busine...
<ul><li>The number one factor in increasing the level of highly satisfied and engaged  CUSTOMERS  in your business is…  </...
Job + Organizational Engagement = Employee Engagement
Actively Disengaged Employees… 22%
Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global...
Customer satisfaction drives customer loyalty…  and customer loyalty drives profitability   A  5%  increase in loyalty amo...
Actively disengaged employees can   reduce   revenues   by up to  22%,  while highly satisfied and engaged employees   can...
How to you grow a great culture? Fun Family Friends Fair Freedom Pride Praise Meaning Accomplishment
What Employees Want <ul><li>Focus me </li></ul><ul><li>Know me </li></ul><ul><li>Care about me </li></ul><ul><li>Hear me <...
1,300,000 interviews :  The 3 Keys…  From “The Orange Revolution”
E xtreme  C ustomer  F ocus
Web of Value:  VOC + MOT + WOM Page  8
6. Extreme Customer Focus VOC
M oments  O f  T ruth Page  8
Do you have a system for your key MOT?
WOM = Your BEST form of advertising!  78.9% 23.4%
43% - 74% of purchasing decision = WOM/T
You  MUST  have a   WOM   Referral   System From John Jantsch: The Referral Engine Identify  Ideal  Customer Refer Ideal  ...
Things have changed… 2008 2010
Now you MUST deliver… <ul><li>The highest possible quality… </li></ul><ul><li>At the lowest possible price… </li></ul><ul>...
Kaizen For those who are prepared… Chaos brings opportunity.
10 – 15%
What Inhibits Execution? National Survey of 4,000 Senior Executives <ul><li>4. Inability to work together (21%) </li></ul>...
In other words… <ul><li>In order to succeed you need a high-performance team that embraces a strong culture of disciplined...
Execution = <ul><li>Clear Expectations </li></ul><ul><li>Measurable Results </li></ul><ul><li>Support & Training </li></ul...
Measure & Post  Create A Dashboard of Key Indicators MPS   Margin Per Sale Talent  Customer Service  Customer Retention
The Foundations of Excellence <ul><li>People </li></ul><ul><li>VOC </li></ul><ul><li>MOT </li></ul><ul><li>WOM </li></ul><...
T HANK  Y OU If you have any questions at all please do not hesitate to send a note or call.  My email address is:  john@j...
Upcoming SlideShare
Loading in...5
×

Foundations of Excellence Keynote TCI Expo

561

Published on

Keynote address at TCI Expo 2010 in Pittsburgh

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
561
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
30
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Foundations of Excellence Keynote TCI Expo"

  1. 2. The Foundations of Excellence Key Ideas for Building and Sustaining a Highly Successful Business
  2. 3. A few of my clients:
  3. 4. For the past 21 years…
  4. 5. What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru…
  5. 7. The Foundations of Excellence <ul><li>People </li></ul><ul><li>VOC </li></ul><ul><li>MOT </li></ul><ul><li>WOM </li></ul><ul><li>Kaizen </li></ul><ul><li>Execution </li></ul>
  6. 9. The Pattern of Business Success
  7. 10. (T + C + ECF) x DE = Success
  8. 11. Talent + Culture Talent
  9. 12. Cecil Van Tuyl <ul><li>“ 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.” </li></ul>
  10. 13. <ul><li>The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is… </li></ul>The level of highly satisfied and engaged EMPLOYEES in your business.
  11. 14. Job + Organizational Engagement = Employee Engagement
  12. 15. Actively Disengaged Employees… 22%
  13. 16. 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
  14. 17. 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
  15. 18. Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged employees can drive profits up by as much as a 189% Culture = Cash
  16. 19. How to you grow a great culture? Fun Family Friends Fair Freedom Pride Praise Meaning Accomplishment
  17. 20. What Employees Want <ul><li>Focus me </li></ul><ul><li>Know me </li></ul><ul><li>Care about me </li></ul><ul><li>Hear me </li></ul><ul><li>Help me feel proud </li></ul><ul><li>Equip me </li></ul><ul><li>Help me see my value </li></ul><ul><li>Help me grow </li></ul><ul><li>Help me see my importance </li></ul>
  18. 21. 1,300,000 interviews : The 3 Keys… From “The Orange Revolution”
  19. 22. E xtreme C ustomer F ocus
  20. 23. Web of Value: VOC + MOT + WOM Page 8
  21. 24. 6. Extreme Customer Focus VOC
  22. 25. M oments O f T ruth Page 8
  23. 26. Do you have a system for your key MOT?
  24. 27. WOM = Your BEST form of advertising! 78.9% 23.4%
  25. 28. 43% - 74% of purchasing decision = WOM/T
  26. 29. You MUST have a WOM Referral System From John Jantsch: The Referral Engine Identify Ideal Customer Refer Ideal Customer
  27. 30. Things have changed… 2008 2010
  28. 31. Now you MUST deliver… <ul><li>The highest possible quality… </li></ul><ul><li>At the lowest possible price… </li></ul><ul><li>Immediately --- or sooner… </li></ul><ul><li>All while giving consistently superior customer service for an outstanding “Total Buying and Owning Experience.” </li></ul>
  29. 32. Kaizen For those who are prepared… Chaos brings opportunity.
  30. 33. 10 – 15%
  31. 34. What Inhibits Execution? National Survey of 4,000 Senior Executives <ul><li>4. Inability to work together (21%) </li></ul><ul><li>3. Company culture (23%) </li></ul><ul><li>2. Economic climate (29%) </li></ul><ul><li>Holding onto the past / </li></ul><ul><li>unwillingness to CHANGE (35%) </li></ul>
  32. 35. In other words… <ul><li>In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble and adaptable to changes in the marketplace. </li></ul>
  33. 36. Execution = <ul><li>Clear Expectations </li></ul><ul><li>Measurable Results </li></ul><ul><li>Support & Training </li></ul><ul><li>Robust Communication </li></ul>
  34. 37. Measure & Post Create A Dashboard of Key Indicators MPS Margin Per Sale Talent Customer Service Customer Retention
  35. 38. The Foundations of Excellence <ul><li>People </li></ul><ul><li>VOC </li></ul><ul><li>MOT </li></ul><ul><li>WOM </li></ul><ul><li>Kaizen </li></ul><ul><li>Execution </li></ul>
  36. 39. T HANK Y OU 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 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
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×