Keynote presentation by Margaret Sumption at the American Hospital Association marketing executives covference in New York City on April 4,2013. "The Reluctant Customer" focuses on how marketing and PR executives serving member hospitals and their representatives can improve success and increase satisfaction. Three steps are discussed: "Stop Begging," "Frame Your Argument," and "Execute, Evaluate, and Proclaim."
The Presentation explains the growing potential of social media in building brand advocates as well as strengthening customer relationships. Creating brand ambassadors depends on leveraging this social engagement tool to find new brand relationships, and then capitalize on nurturing these relationships. These 5 proven social ways are effective for daily–deal networking with customers and clients in the social marketing space.
Learn why trust is the foundation of great leadership and how to achieve trustworthiness for yourself. You must earn trust before you can expect others to give it. Authority levels don't grant it. Only behaviors and actions establish it.
Build a Better Team: Overcoming the 5 Inevitable Dysfunctions - Bob Corcoran ...HomesPro from Homes.com
This Secrets Webinars presentation, Build a Better Team: Overcoming the 5 Inevitable Dysfunctions is brought to you by Bob Corcoran. In this recorded webinar, you will discover the following:
- Why Is Culture Important?
- What Is Dysfunction?
- Design Best Culture
- Maintain Company Culture
- Building The Right Organization
- Get A Coach
The Presentation explains the growing potential of social media in building brand advocates as well as strengthening customer relationships. Creating brand ambassadors depends on leveraging this social engagement tool to find new brand relationships, and then capitalize on nurturing these relationships. These 5 proven social ways are effective for daily–deal networking with customers and clients in the social marketing space.
Learn why trust is the foundation of great leadership and how to achieve trustworthiness for yourself. You must earn trust before you can expect others to give it. Authority levels don't grant it. Only behaviors and actions establish it.
Build a Better Team: Overcoming the 5 Inevitable Dysfunctions - Bob Corcoran ...HomesPro from Homes.com
This Secrets Webinars presentation, Build a Better Team: Overcoming the 5 Inevitable Dysfunctions is brought to you by Bob Corcoran. In this recorded webinar, you will discover the following:
- Why Is Culture Important?
- What Is Dysfunction?
- Design Best Culture
- Maintain Company Culture
- Building The Right Organization
- Get A Coach
HOW TO WIN CUSTOMER TRUST (35 WAYS)
There are concepts that never change in the world of sales, and one of them is the importance of building and gaining customer trust.
Even if the means change with the latest technologies, it is necessary to retake the trust factor in the commercial activities and in the relationship with our customers.
Trust is one of the elements of the eternal equation for success in selling, one that will never go out of fashion.
For this, here you can find 35 ways to earn your customers' trust. I hope you like it!
Find out more: http://books2read.com/u/m2vr57
Program for leaders who want to learn the secrets to employee empowerment. Delivered to the Professional Teleservice Management Association in March 2016. For more information about my speaking programs, or for free leadership and communication tips, tools, and techniques, visit my website at www.Amy-Castro.com
The Trust Equation - A presentation by Javan Bramhall at Pathway2Grow The Pathway Group
This is the powerpoint slides used by Javan Bramhall from Digital Glue talking about "The Trust Equation" - The presentation was delivered at a Pathway2Grow Business Networking event in August 2015 to an audience of over 60 Business owners
Mentors are a secret weapon of young entrepreneurs.
If you have been thinking about how your experience can impact young leaders and increase their chances to succeed, then this is something worth looking into.
Find New Donors the Easy Way: 8 Steps to Stop Stressing and Having New Donors...Bloomerang
Maryanne Dersch will show you new techniques to start communicating with ease, joy and abundance to create stronger relationships with existing supporters and attract new ones.
This is a presentation was prepared for my Organisational Behaviour's course where I presented how to transform from a manager to leader or in other words; the transformation of a leader to the leader.
How will you influence others and lead them with the highest satisfaction and desire to put more effort and happiness in their day-to-day work by understanding them better.
Trust is the foundation of every good relationship. In personal life and in business.
Many business professionals have to handle clients and bosses that don't trust them. It usually takes a long time to build trust with them. This slideshare will show you 6 proven ways to build trust with clients, co-workers and bosses.
How to Build Rapport, Interest, and Credibility When ProspectingSalesScripter
Building rapport with sales prospects can be challenging but there are actually some small things to do on a cold call to help.
Confirm that you are not interrupting anything
It is safe to assume that your prospect will be busy when you cal them. This is because they are either busy working if you are performing B2B calling or they may be busy relaxing if you are doing more B2C calling. With that in mind, it can go a long way toward building rapport if you check with the prospect if you are interrupting anything.
Notice that we do not say to ask them if they are busy, because we already know that they are busy. We are checking to see if we are interrupting anything. Here is a great way to do that early in a cold call and this simple question can help to build rapport.
ValueSelling Associate Webinars presents Handling Objections. June 2014
Most sales executives, who have stalled deals, wonder what closing skills they may need or tactics to close a deal sooner. A closed deal is the natural outcome of a well executed sales strategy. If you have done all the upfront work to differentiate and establish value, the customer will be moving forward with your solution. So why doesn't every deal close in the time frame you would like?
HOW TO WIN CUSTOMER TRUST (35 WAYS)
There are concepts that never change in the world of sales, and one of them is the importance of building and gaining customer trust.
Even if the means change with the latest technologies, it is necessary to retake the trust factor in the commercial activities and in the relationship with our customers.
Trust is one of the elements of the eternal equation for success in selling, one that will never go out of fashion.
For this, here you can find 35 ways to earn your customers' trust. I hope you like it!
Find out more: http://books2read.com/u/m2vr57
Program for leaders who want to learn the secrets to employee empowerment. Delivered to the Professional Teleservice Management Association in March 2016. For more information about my speaking programs, or for free leadership and communication tips, tools, and techniques, visit my website at www.Amy-Castro.com
The Trust Equation - A presentation by Javan Bramhall at Pathway2Grow The Pathway Group
This is the powerpoint slides used by Javan Bramhall from Digital Glue talking about "The Trust Equation" - The presentation was delivered at a Pathway2Grow Business Networking event in August 2015 to an audience of over 60 Business owners
Mentors are a secret weapon of young entrepreneurs.
If you have been thinking about how your experience can impact young leaders and increase their chances to succeed, then this is something worth looking into.
Find New Donors the Easy Way: 8 Steps to Stop Stressing and Having New Donors...Bloomerang
Maryanne Dersch will show you new techniques to start communicating with ease, joy and abundance to create stronger relationships with existing supporters and attract new ones.
This is a presentation was prepared for my Organisational Behaviour's course where I presented how to transform from a manager to leader or in other words; the transformation of a leader to the leader.
How will you influence others and lead them with the highest satisfaction and desire to put more effort and happiness in their day-to-day work by understanding them better.
Trust is the foundation of every good relationship. In personal life and in business.
Many business professionals have to handle clients and bosses that don't trust them. It usually takes a long time to build trust with them. This slideshare will show you 6 proven ways to build trust with clients, co-workers and bosses.
How to Build Rapport, Interest, and Credibility When ProspectingSalesScripter
Building rapport with sales prospects can be challenging but there are actually some small things to do on a cold call to help.
Confirm that you are not interrupting anything
It is safe to assume that your prospect will be busy when you cal them. This is because they are either busy working if you are performing B2B calling or they may be busy relaxing if you are doing more B2C calling. With that in mind, it can go a long way toward building rapport if you check with the prospect if you are interrupting anything.
Notice that we do not say to ask them if they are busy, because we already know that they are busy. We are checking to see if we are interrupting anything. Here is a great way to do that early in a cold call and this simple question can help to build rapport.
ValueSelling Associate Webinars presents Handling Objections. June 2014
Most sales executives, who have stalled deals, wonder what closing skills they may need or tactics to close a deal sooner. A closed deal is the natural outcome of a well executed sales strategy. If you have done all the upfront work to differentiate and establish value, the customer will be moving forward with your solution. So why doesn't every deal close in the time frame you would like?
Public relations (PR) is about managing reputation. A career in PR involves gaining understanding and support for clients, as well as trying to influence opinion and behavior.
Building a Human Resources Program for VeterinariansOculus Insights
Dr Mike Pownall and Katie Ardeline presented a full day session during the Oculus Insights 2017 EU Summits in Amsterdam on creating a Human Resource Program for any type of veterinary practice.
Coviam is an upstart digital platforms and products company with a core focus on disrupting traditional markets and business models with the strength of our innovation-driven digital value.
In this SlideShare, Richardson explains there is no second act in selling. Buyers have too many options and not enough time. When your salespeople show up, they must be exceptional – cutting through the noise and distilling what matters most.
We are a different kind of company. Based on the now infamous Netflix Culture Document, Grace has released a version with our vision. We hope this document will excite and challenge you.
From Publisher to Advertiser: Psychology and ConversionAffiliate Summit
This presentation is from Affiliate Summit West 2018 (January 7 - January 9, 2018 in Las Vegas).
Session description: This session examines the sales funnel from publisher to advertiser. The aim is to better understand our customer’s psychology and uncover efficiencies that will increase our conversion percentages.
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
When faced with an opportunity to take on a stretch assignment, new role, or promotion, what’s your reaction? Be Leaderly surveyed more than 1,500 professionals to find out what it takes to say “yes” with confidence. In this webinar, learn what we discovered—and how you can prepare to step up to your next big career opportunity.
Guest speakers:
Shuchi Sharma, Global Vice President and Leader of Gender Intelligence at SAP and Robert F. Solomon Jr., Director of Culture and Engagement, Lowe’s Companies, Inc.
Success is about talking truth. Understanding People, and Influencing the decision making.
Leadership about understanding situation and taking decision. Leadership is understanding People.
Team Management is most important for success. Leadership is all about creating win win situation. The leaders creates leader . They are great because they give more than expectation. This is way to create a winning story.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...
American Hospital Assn. PR Execs
1. The Reluctant
Customer
“Change your brain to change
the game.”
Allied Public Relations Executives
New York City
April 4, 2013
2. Why are we here?
• Want our customers to have a positive
marketing resource experience
• Doing good work makes us feel good
• We like to be known for providing a
consistent positive image of our
association
• We want to be seen as “adding value”
3. Why are We Really Here?
• Efficiency – Smooth, fast delivery
• Effectiveness – Want to be the “go-to” resource
• Productivity – Known for giving a bigger bang for
their buck
• Retention – Greater likelihood of job stability
• Repeat Business – Happy association customers
come back – and tell others about their experience
• Risk Management – Happy customers don’t throw
me or our association under the bus!
• Success – Successful service = successful
organization = high sustainability and brand affinity
4.
5. Who is the “member”?
Who is the “customer”?
• Member (BIG M):
– The institution and its top leaders.
• Member (small m): AKA Customer
– Those whose relations retain connection and
continued alignment (Those who must also
be satisfied).
9. Customers Look to
Stop Partners They Can:
•Respect
Begging •Trust
•See as Powerful
•Perceive as
Partners
•See as Problem-
Solvers
•Count On
10. Know your Customer
Exceptionally Well
•Many are insecure – expressing false vibrato
•Many are worried about their continued
relevance
•Some suffer from the effects of “spousal” abuse
•Many have no clear “measures of success” to
guide them
•Many are promoted to their role…..not
educated for their role
12. Customers Look to
Partners To:
Frame •Present a Cohesive
Argument
Your •Seek Contributions While
Argument Resisting “Permission”
•Lead UP
•Be Consistent
•Challenge the Status Quo
Without Confrontation
•Present a Powerful Voice
14. Conflict –
The Necessary Ingredient for
Successful Outcomes
Scenario:
•Take two people
Each has a sum-total of experiences
Each has a set of responsibilities
•Add a complex issue
•What you get – A “stew” of divergent information on ....
What is important
What is true
Creative Conflict Management is about harvesting that
divergent information to make better decisions.
16. Collaborate when you can on important issues:
Seek ways to satisfy both your own and the
other person’s concerns.
Definition:
Concern: What you care about in a conflict;
the thing that’s threatened that you would like to
protect.
Position: The action you propose to settle the
conflict; what you think should be done.
(Framing things in terms of position limits you to
win/lose outcomes)
18. # 1 – Begin with “what/how”
• Always begin any question with “what” or
“how” – not “why”, “when”, or “who”
The spirit of the customer experience is
about personal accountability – no victim
thinking, procrastinating, or blaming.
19. #2 – It contains an “I”
• Questions do not use “they”, “them”, “we”,
or “you”.
The customer experience is their experience
… not your perception of who is at “fault”.
An assertion of blame is NOT comfort.
20. #3 – Be active
• Questions always focus on action
The customer experience must be about
motion toward an attainable goal – not an
explanation about why a goal cannot be
reached.
21. Examples of “what/how” questions.
• How can I serve you right now?
• What can I do to support my fellow team
members to free them to better support
customers’ needs?
• What can I do today to add value for the
customer experience?
• What is my contribution to successful
customer service/experience?
22. Customers Want
Execute, to Bet On:
Evaluate, •Winners
and •Go-To Leaders
Proclaim •Benevolent
Powerhouses
•Evidence-Driven
Decision-Makers
•“Good to Great” -
Leaders
23. Key Interventions:
•Be evidence based in all
actions
•Be the provider of emerging
ideas/concepts
•Never go to the podium alone
24. Small adjustments…
Big differences
• Your actions matter
• Consistency is critical
• You will see change over time
• Adapting your behavior to get different
results will take a little practice…
25. “Wisdom is what you
learn after you know
it all”
John G. Miller
26. Resist Negative Sentiment
Override
1
Be Evidenced-
Based and 2
Collaborative
Be a Creative Conflict
3 Communicator Who Frames
Issues Carefully
27. Thank You!
818 S. Hawthorne Avenue
Sioux Falls, South Dakota 57104-4537
(605) 336-0244 or (888) 4-SUMPTION
www.sumptionandwyland.com
Editor's Notes
First, it is important to set expectations for our time together. What is the issue as you see it Tonight we are going to : Explore the issue of workplace effectiveness, and the behaviors that stand in the way I will give you a strategy – and connect the work you do as a physician I will work to connect the desired changes to the work that you do every day. It is important to remember: There may not be immediate results Success will be measured by the “absence of pain ,…. Not the feeling of pleasure. Our goal here is to make alterations in YOUR behavior … in order to change the behavior of the workers who support your efforts.
Ask Judy to give a couple of examples that illustrate: Loss of efficiency Lack of productivity Bad behavior Increased risk $$$$ lost.
You may see this as not passing the BFO or the duh test. It may seem simple. You may wish to absolve yourself of responsibility for it – and say that it is the responsibility of others The good news is --- you have the power to change the climate – with very simple modification of your behavior delivered in a consistent manner.
When things go wrong – they can really go wrong.
First we need to describe the problem
The only time most of us realize there is a problem is when it isn’t getting done…. If everything is going smoothly, we are oblivious to it……
You are first and foremost – surgeons --- It may take a little work to feel comfortable
We want clear consistent boundaries and norms of behavior to have a well functioning workplace. The evidence is clear that norms of behavior, clear boundaries, and consistency are the three most critical characteristics of an effective workplace. You must deliver every day --- in order for staff to follow your lead.
