How Businesses Can Use Rapid Change to Win Over Customers in a Post-Pandemic Business Climate
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How to win at rapid change: -The latest on operational and financial impacts to large, medium and small businesses. -Come hear what Hilary and Pamit are seeing with their global clients and strategies currently being used. -Share ideas and thoughts in this rapidly changing marketplace
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How Businesses Can Use Rapid Change to Win Over Customers in a Post-Pandemic Business Climate
- 1. WELCOME HILARY CORNA & PAMIT SURANA
- 2. How Businesses Can Use Rapid Change to Win Over Customers in a Post-Covid World
- 3. AGENDA • Poll • Background • Top 5 • Rapid Q&A
- 4. LIVE POLL Which of the following best describes you or your business? • Small Business • Mid-Cap • Large-Cap • Non-Profit/Government/Education/Others • Student
- 5. Pamit Surana, Senior Managing Director, Teneo Consulting. Pamit is a rapid cost-reduction and operational efficiency expert on $multi-billion programs for global clients. He has worked on some of the largest merger and acquisition projects and has helped start-up businesses. He has built new multi-billion product lines for Fortune 100 clients and has built and sold his own start-ups. He is consistently ranked in the top 1% sales and delivery globally at his former firms of Accenture and turnaround firm, Alvarez and Marsal, where he helped Fortune 100 to mid cap clients with corporate transformation, M&A, strategy, transactions and turnaround programs. He has supported many non-profits including pro-bono consulting work for President Obama’s Council on Physical Fitness and also for Queen Silvia of Sweden’s Mentor Foundation along with the Coca-Cola Scholars Foundation, The Coding School and Materials For the Arts. He lives in New York City and enjoys hosting friends with his in- depth walking history tours of Lower Manhattan and also his alcohol and chocolate tastings. Hilary Corna, Founder & CEO, Corna Partners Hilary Corna is a former Senior Executive Officer of Toyota Asia Pacific and now serves as the founder and CEO of Corna Partners, an organization that helps mid-cap growth companies fix broken processes from scaling to fast by humanizing them to become market leaders in their industry. Hilary believes there is a revolution occurring in business. It's not just about the technology, tactics, integrations, and how much money leaders pump into their companies -- it's about love, care and human relationships. Those companies that lead with this strategic advantage experience more sustainable growth and longevity post- COVID 19. Her work draws from topics including Operations, Customer Experience (CX), Employee Experience (EX), and Process Improvement. Hilary is also a bestselling Author, Global Keynote Speaker, and host of the show Reimagine the Restart. Her clients have included State Farm Insurance, General Motors, and the United Nations Foundation to name a few. Hilary’s been featured in the New York Times, Fortune, ForbesWoman, The Wall Street Journal, NBC, and dozens of other publication BACKGROUND
- 6. TOP 5
- 7. TOP 5 Current Situation: Expect a W curve in relation to your customer engagement. • Change will continue to be amplified and volatile. Baseline: Believe you can remove friction in your organization and make it happen. Period.
- 8. TOP 5 1. Forget the 80/20 rule, go with 50/50 and forget perfection • Or go with 20/80 and adjust constantly.
- 9. TOP 5 2. Facetime, Zoom, and call a full range of customers, not just your top 10 • Get a true sense of your customer needs. • Live, human feedback is far more valuable than a survey or email response.
- 10. TOP 5 3. Establish a cadence of review with your customers and organization which matches the pace of change of your customer • Why the human contact is so important. • Data is limited.
- 11. TOP 5 4. Communicate, Communicate, Communicate • Rarely has one been convicted of “Over communicating”. They have been guilty of junk mail. • Maintain relevant, Value driven communication. This is key. • Serve don’t sell. • Please ditch corporate jargon. Be real.
- 12. TOP 5 5. Double down on referrals • Now more than ever, when you can’t build relationships. • Leverage the ones you have to advocate for you.
- 13. RAPID Q&A
- 14. Stay Connected: LI: Hilary Corna LI: Pamit Surana
- 15. JOIN THE HUMAN WAY www.hilarycorna.com/Contact
Editor's Notes
- And that’s what we’re here to discuss today, in the midst of all the challenges facing companies in financial services, there is a great opportunity to mitigate these threats by humanizing your processes and building trust again with your customers and communities. .the rise of businesses forseeing this hidden competitive advantage of humanizing processes to build connection, foster trust and strengthen retention to build stronger companies.
- I believe we are experiencing the next great evolutionary leap in business to the Human Era. Technology is not the leap, it’s the catalyst for the leap. The leap is humanization. At the core of this is the realization that humans are searching for trust and this extends to organizations and brands as well as people. The rise of the human era has precipitated a fundamental shift in the value equation – it’s become more intimate, personal, cooperative, and inclusive. “Are we welcoming, understanding, and loving? Or are we cold, sterile, rigid and complex shoving sales scripts and automated emails down peoples throats disconnected, losing trust with a strong pipeline but a leaky bucket of unhappy customers with a bad taste int heir mouth for the company and zero retention?” It’s not about how great your product is, or feature set. This will commoditize you and swiftly be replaceable as we’re seeing across the tech world today. What makes your not easily replaceable? How you treat someone (As Maya Angelou said) – Toyota quote We cant just say we’re trust advisors, we have to actually deliver on it.
- As Stephen said..
- Another character is the willingness for companies to truly trust, empower, and celebrate their people. They throw out the script and entrust employees to deliver. Standardization and trying to control is giving way to freedom and trust. Being people centric instead of policy centric.
- As Stephen said..
- What makes a human era company? Institutions have always used their comms to declare, preach, sell. Yet humans communicate to connect with one another. In the human era, companies must communicate in the same way and when they do, there is a great value to be unlocked for both parties. Consumers find value through loyalty and companies generate value during decision making points with their customer. Breaking through and making a connection is a tall order. Why? Because real connection must be firmly anchored in the culture of the business. Pivoting requires hard work, establishing values that are truly customer driven, not company goals or metrics driven, and they must be executed on through day to day operations, decision making, and employee behavior. Several traits appear among the top performing human era companies
- As Stephen said..
- This is big, complex, totally unique. But the research doesn’t lie. Your customers/employees can be happier. You can make more money. The world will see you as a better place/company. And all you gotta take is the first step. And the first step is a free 30 min call with me. Namaste
- As Stephen said..
- This is big, complex, totally unique. But the research doesn’t lie. Your customers/employees can be happier. You can make more money. The world will see you as a better place/company. And all you gotta take is the first step. And the first step is a free 30 min call with me. Namaste
- As Stephen said..
- This is big, complex, totally unique. But the research doesn’t lie. Your customers/employees can be happier. You can make more money. The world will see you as a better place/company. And all you gotta take is the first step. And the first step is a free 30 min call with me. Namaste
- What makes a human era company? Institutions have always used their comms to declare, preach, sell. Yet humans communicate to connect with one another. In the human era, companies must communicate in the same way and when they do, there is a great value to be unlocked for both parties. Consumers find value through loyalty and companies generate value during decision making points with their customer. Breaking through and making a connection is a tall order. Why? Because real connection must be firmly anchored in the culture of the business. Pivoting requires hard work, establishing values that are truly customer driven, not company goals or metrics driven, and they must be executed on through day to day operations, decision making, and employee behavior. Several traits appear among the top performing human era companies
- This is big, complex, totally unique. But the research doesn’t lie. Your customers/employees can be happier. You can make more money. The world will see you as a better place/company. And all you gotta take is the first step. And the first step is a free 30 min call with me. Namaste
- This is big, complex, totally unique. But the research doesn’t lie. Your customers/employees can be happier. You can make more money. The world will see you as a better place/company. And all you gotta take is the first step. And the first step is a free 30 min call with me. Namaste