1. Four Pillars of Excellence
~
Internal Marketing
Presented by Phyllis Harmon
2011-12 Sunset Division Governor
July 16, 2011
2. The Reasons Members Leave
9% move on to
other products
because of a
68% go recommendation
elsewhere
because the
9% find a cheaper
people they deal
product
with are
elsewhere
indifferent to
their needs
10% are
chronically
dissatisfied
1% die
3% move away
Moments of Truth
3. Four Pillars
of
Excellence
~
Internal
Marketing
TOASTMASTER CLUBS
REGION/DISTRICT/AREA
TOASTMASTERS INTERNATIONAL
4. #1 – Communication
Def: The imparting or exchanging of information or news
“Information is the
oxygen of the modern
age.”
Ronald Reagan
5. #1 – Communication
Where’s the
meeting being
held?
6. #2 - Active Engagement
Def: The energy invested…as expressed by high levels of
activity, initiative, and responsibility
“Never doubt that a small
group of thoughtful,
committed citizens can
change the world.”
Margaret Meade
7. #2 - Active Engagement
Creating opportunities
to work together
8. #3 – Recognition
Def: The state or quality of being recognized or acknowledged
“The deepest craving of
human nature is the
need to be appreciated.”
William James
10. #4 – Encouragement
Def: the act of giving hope or support to someone; the feeling
of being encouraged the expression of approval and support
“Encouragement is like
sunlight to the human
spirit: we cannot flower
and grow without it.”
Unknown
13. Research Sources
• American Society of Association Executives
• Successful Club Series – Moments of Truth
• AICPA – Making Internal Marketing Work
• CEO – Guidelines for Retaining
Membership
• Recognition Styles in a Team
Environment, Greg Paskal, 2008
