The New Normal ASMC

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keynote address from the Oct 2011 ASMC event in MiamiK

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The New Normal ASMC

  1. 1. The NEWNormal?<br />
  2. 2. Kuala Lumpur<br />Oct 6th 2011<br />
  3. 3. “… deathis very likely the single best invention of life. It’s life’s change agent;it clears out the old to make way for the new. Right now the new… is YOU.”<br />Steve Jobs<br />
  4. 4.
  5. 5.
  6. 6. For those who are prepared…<br />For those who are prepared…<br />…chaos brings opportunity <br />
  7. 7.
  8. 8.
  9. 9. The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.<br />
  10. 10. The Key To Success…<br />Nimbleosity<br />Nim-bo-lishis<br />
  11. 11.
  12. 12. Key Competitive Advantages<br />Products<br />People<br />Process<br />
  13. 13.
  14. 14. People + Culture<br />
  15. 15.
  16. 16.
  17. 17. 43% - 74% of purchasing decision = WOM/T<br />
  18. 18. Identify <br />Ideal <br />Customer<br />Refer<br />Ideal <br />Customer<br />
  19. 19.
  20. 20. The highest quality…<br />At the lowest possible price…<br />Immediately --- or sooner…<br />All while giving consistently superior customer service for an outstanding “Total Buying and Owning Experience.”<br />
  21. 21. Customer Retention <br />Talent <br />Customer Service <br />MPSMargin Per Sale<br />
  22. 22. Anyone who tells you they enjoy change… should seek immediate professional help.<br />
  23. 23. Emotional Response to Perceived Negative Change<br />Anger<br />Active<br />Acceptance<br />Bargaining<br />Stability<br />Emotional Response<br />Denial<br />Immobilization<br />Testing<br />Depression<br />Passive<br />Time<br />
  24. 24. Managing Positive Responses to Change<br />PESSIMISM<br />Informed <br />Pessimism<br />Hopeful<br />Realism<br />Checking<br />Out<br />Informed <br />Optimism<br />Uninformed <br />Optimism<br />Completion<br />TIME<br />
  25. 25. The eight major steps of the change process<br />
  26. 26. Build an irresistible case for change<br />
  27. 27. Create a strong sense of urgency<br />
  28. 28. Form a powerful guiding coalition<br />
  29. 29. Create a clear vision for successful change and communicate it relentlessly<br />
  30. 30. Empower others to act<br />
  31. 31. Plan for and celebrate small wins<br />
  32. 32. Institutionalize the change<br />
  33. 33. Four antidotes to change resistance<br />1. Bring people face-to-face with the external pressures to change.<br />Engage change “zealots.”<br />Manage feelings & emotions.<br />Support the change with new tools, systems and training.<br />
  34. 34. Here is a KEY message…<br />
  35. 35.
  36. 36. Summary<br />Resistance is futile<br />Be a Pirate – destroy the box – revel in change<br />Nimbleosity<br />Many of the old ways of competing are GONE<br />Product + People + Process<br />(T+C+ECF) x DE = Business Success<br />Establish killer processes for VOC + WOM<br />Create a dashboard of your key indicators<br />Manage the change process<br />Build an eco-system in order to survive and thrive<br />
  37. 37. Thank You<br />If you have any questions at all please do not hesitate to send a note or call. <br />My email address is: john@johnspence.com <br />My twitter address is: @awesomelysimple<br />Please feel free to “friend” me on FB<br />Also, you might find value in the ideas I share in my blog. You can sign up for it at:<br />www.blog.johnspence.com<br />Lastly, these slides have already been uploaded to:<br />www.slideshare.net/johnspence <br />

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