ASMC Remarkable Culture 10.10 conference


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Slide deck from John Spence presentation at the October, 2010 Apple Specialists conference in Austin, Texas.

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ASMC Remarkable Culture 10.10 conference

  1. 1. John Spence ASMC 2010 Creating a Remarkable Culture
  2. 2. A few of my clients:
  3. 3. What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru…
  4. 4. 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>
  5. 6. The Pattern of Business Success
  6. 7. (T + C + ECF) x DE = Success
  7. 8. <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.
  8. 9. What do engaged employees look like? <ul><li>They give more discretionary effort. </li></ul><ul><li>They consistently exceed expectations. </li></ul><ul><li>They take more responsibility and initiative. </li></ul><ul><li>They receive better customer service ratings. </li></ul><ul><li>They offer more ideas for improvement. </li></ul><ul><li>They promote and model teamwork. </li></ul><ul><li>They volunteer more for extra assignments. </li></ul><ul><li>They anticipate and adapt better to change. </li></ul><ul><li>They persist at difficult work over time. </li></ul><ul><li>They speak well of the organization. </li></ul>1 - 10
  9. 10. Job + Organizational Engagement = Employee Engagement
  10. 11. Actively Disengaged Employees… 22%
  11. 12. 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
  12. 13. 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
  13. 14. 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
  14. 15. Your employees will treat your customers…
  15. 16. What YOU want from your employees <ul><li>Innovation </li></ul><ul><li>Accountability </li></ul><ul><li>Execution </li></ul><ul><li>Urgency </li></ul><ul><li>Customer Focus </li></ul><ul><li>Ownership Mentality </li></ul>
  16. 17. The key elements of a winning culture: Employees <ul><li>Fun </li></ul><ul><li>Family </li></ul><ul><li>Friends </li></ul><ul><li>Fair </li></ul>Freedom Pride Praise Meaning Accomplishment 1 -10
  17. 18. The Five Dimensions of a Great Place to Work
  18. 19. 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>
  19. 20. How do you do that? 1 – 10 <ul><li>Provide lots of feedback and clear guidance </li></ul><ul><li>Make real time to discuss problems and concerns </li></ul><ul><li>Seek ideas and input from everyone </li></ul><ul><li>Provide the resources to do the job well </li></ul><ul><li>Give lost of recognition and rewards </li></ul><ul><li>Provide ample opportunities to learn and grow </li></ul><ul><li>Keep the pressure to perform realistic </li></ul><ul><li>Provide opportunities for social interaction within the organization </li></ul><ul><li>Promote joy and appropriate humor at work </li></ul><ul><li>Help people balance work and home responsibilities </li></ul>
  20. 21. The Six Universal Drivers of Engagement <ul><li>Caring, competent, and engaging leaders. </li></ul><ul><li>Effective managers who keep employees aligned and engaged. </li></ul><ul><li>Effective teamwork at ALL levels. </li></ul><ul><li>Job enrichment and professional growth. </li></ul><ul><li>Valuing employee contributions. </li></ul><ul><li>Genuine concern for employee well being. </li></ul><ul><li>1 - 10 </li></ul>
  21. 22. <ul><li>“ When I make a mistake I am recognized 100% of the time, but when I do something right I am NOT recognized 99% of the time.” </li></ul>
  22. 23. 1,300,000 interviews : Basic 4 + 1 From: The Orange Revolution by Gostick and Elton
  23. 24. The Rule of 3 <ul><li>Wow – breakthrough teams commit to a clear and specific standard of world-class performance. </li></ul><ul><li>No Surprises – all team members are accountable for openness and honest debate, and each knows what to expect from the others. </li></ul><ul><li>Cheer – team members support, recognize, appreciate and cheer each other and the group to victory </li></ul>From: The Orange Revolution by Gostick and Elton
  24. 25. W OW <ul><li>What, specifically , is the clear standard of performance that is expected / demanded from everyone in your organization? </li></ul>
  25. 26. No Surprises <ul><li>What are FIVE specific things you can do right away to increase the level of communication within your organization? </li></ul>
  26. 27. CHEER!!!!! <ul><li>You cannot pay people to be passionate, creative and engaged. You must create a culture that inspire those behaviors through real and frequent recognition. </li></ul>What are FIVE specific things you can do right away to increase the level of celebration within your organization?
  27. 28. E xtreme C ustomer F ocus
  28. 29. Web of Value: VOC + MOT + WOM
  29. 30. VOC
  30. 31. M oments O f T ruth
  31. 32. MOT Practice Round Dry Cleaner Hair Salon Tailor Plumber
  32. 33. MOT Bonus Round: YOUR Business!
  33. 34. WOM = Your BEST form of advertising! 78.9% 23.4%
  34. 35. 43% - 74% of purchasing decision = WOM/T
  35. 36. You MUST have a WOM Referral System From John Jantsch: The Referral Engine Identify Ideal Customer Refer Ideal Customer
  36. 37. WOM Workshop : Best Ideas from the Group
  37. 38. Kaizen For those who are prepared… Chaos brings opportunity.
  38. 39. Execution <ul><li>What are THREE things you will go home and apply right away from this workshop? </li></ul>
  39. 40. The 6 Keys to a Remarkable Culture <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>
  40. 42. 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: 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: