State Farm Fall Planning Conference

Leadership in the NEW Normal
For those who are
For those who are prepared…
prepared…

…chaos brings opportunity
• The willingness… even
enthusiasm… to change

EVERYTHING combined with
the wisdom to understand what
must NEVER be change...
The Key To Success in the New Normal…

•Nimbleocity
•Nim-bo-licous
Anyone who tells you
they enjoy change…
should seek immediate
professional help.
Emotional Response to Perceived Negative Change
Active

Anger

Emotional Response

Bargaining

Acceptance

Stability

Deni...
PESSIMISM

Managing Positive Responses to Change

Informed
Pessimism

Hopeful
Realism
Checking
Out

Uninformed
Optimism

I...
Dealing with change and obstacles…
YOU Inc.
The Pattern of Business Success
(T + C + ECF) x DE = Success

2
Talent + Culture

Talent
The number one factor in increasing
the level of highly satisfied and
engaged CUSTOMERS in your
business is…
The level of ...
1,300,000 interviews:

Basic 4 + 1
1- 10

Orange Revolution and All In – Gostick and Elton

2
10 Elements of a Winning Culture
1. People enjoy the work they do and the people they work with.
2. People take pride in t...
10 – 15%
Accountability
1. 100% Clarity + Authority
2. 100% Agreement
3. Track & Post
4. Coach, mentor, train
5. Reward / Punishmen...
Extreme Customer Focus

4
Web of Value:

VOC + MOT + WOM

4
Extreme Customer Focus

VOC

4
Moments Of Truth

4
• If you want
REPEATABLE
success – you
MUST have
PROCESS.
Customer satisfaction drives customer loyalty…
and customer loyalty drives profitability
Evangelist

100%

Zone of Affecti...
WOM = Your BEST form of advertising!

78.9%
23.4%

4
43% - 74% of purchasing decision = WOM/T
You MUST have a WOM Referral System
Identify
Ideal
Client

From John Jantsch: The Referral Engine

Refer
Ideal
Client

4
The keys to building powerful WOM

5
FDA
Questions?????
Final Workshop
• Based on
everything we
have covered,
please create
three specific
and measurable
ACTION steps!
5 and 6
THANK YOU
If you have any questions at all please do not hesitate to send a note or call.
My email address is: john@johnsp...
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference 11.13
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State Farm Fall Planning Conference 11.13

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State Farm Fall Planning Conference 11.13

  1. 1. State Farm Fall Planning Conference Leadership in the NEW Normal
  2. 2. For those who are For those who are prepared… prepared… …chaos brings opportunity
  3. 3. • The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
  4. 4. The Key To Success in the New Normal… •Nimbleocity •Nim-bo-licous
  5. 5. Anyone who tells you they enjoy change… should seek immediate professional help.
  6. 6. Emotional Response to Perceived Negative Change Active Anger Emotional Response Bargaining Acceptance Stability Denial Immobilization Testing Depression Passive Time 1
  7. 7. PESSIMISM Managing Positive Responses to Change Informed Pessimism Hopeful Realism Checking Out Uninformed Optimism Informed Optimism Completion TIME 1
  8. 8. Dealing with change and obstacles…
  9. 9. YOU Inc.
  10. 10. The Pattern of Business Success
  11. 11. (T + C + ECF) x DE = Success 2
  12. 12. Talent + Culture Talent
  13. 13. 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.
  14. 14. 1,300,000 interviews: Basic 4 + 1 1- 10 Orange Revolution and All In – Gostick and Elton 2
  15. 15. 10 Elements of a Winning Culture 1. People enjoy the work they do and the people they work with. 2. People take pride in the work they do and the company they work for. 3. There are high levels of engagement, connection, camaraderie and a community of caring. 4. There is a culture of fairness, respect, trust, inclusiveness and teamwork. 5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth. 6. Lots of open, honest, robust and transparent communication across the entire organization. 7. The company invests back in employees; there is a commitment to learning, coaching and development. 8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best. 9. There is high accountability and a strong focus on delivering the desired results. 10. There is ample recognition and rewards and mediocrity is not tolerated. 3
  16. 16. 10 – 15%
  17. 17. Accountability 1. 100% Clarity + Authority 2. 100% Agreement 3. Track & Post 4. Coach, mentor, train 5. Reward / Punishment 4
  18. 18. Extreme Customer Focus 4
  19. 19. Web of Value: VOC + MOT + WOM 4
  20. 20. Extreme Customer Focus VOC 4
  21. 21. Moments Of Truth 4
  22. 22. • If you want REPEATABLE success – you MUST have PROCESS.
  23. 23. Customer satisfaction drives customer loyalty… and customer loyalty drives profitability Evangelist 100% Zone of Affection 90 A 5% increase in loyalty among your best customers… 80 Loyalty 70 60 50 40 30 I hate you 20 Zone of Indifference I don’t care about you Can produce a profit increase of 25% – 85% Zone of Defection Terrorist Extremely Dissatisfied I love you Somewhat Dissatisfied Slightly Dissatisfied Satisfied Customer Satisfaction Very Satisfied
  24. 24. WOM = Your BEST form of advertising! 78.9% 23.4% 4
  25. 25. 43% - 74% of purchasing decision = WOM/T
  26. 26. You MUST have a WOM Referral System Identify Ideal Client From John Jantsch: The Referral Engine Refer Ideal Client 4
  27. 27. The keys to building powerful WOM 5
  28. 28. FDA
  29. 29. Questions?????
  30. 30. Final Workshop • Based on everything we have covered, please create three specific and measurable ACTION steps! 5 and 6
  31. 31. 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 www.slideshare.net/johnspence

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