Foundations of Excellence Keynote TCI Expo


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Keynote address at TCI Expo 2010 in Pittsburgh

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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: 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: Lastly, these slides have already been uploaded to: