Hit the Ground Running in 2013

“Simplicity is the ultimate sophistication” Leonardo da Vinci

(T + C + ECF) x DE = Success

Expectations

Accountability • 100% Clarity

• Agreement

• Tracking

• Coaching

• Reward / Punishment

OPUDvs.

UPOD

Moments Of Truth

VOC

• What, do you like the best about our company?• Why, specifically do you buy from us?• What could we do to make you want to give us more

of your business?• What could we do to improve our service to you?• What do we do that frustrates you?• What do we need to stop doing?• How can we better serve you?• What are three things we could do to increase you

statisfaction in doing business with our company?

VOCSurveys

Focus Groups

Customer Panels

Comment Cards

Industry Research

Complaints

Competition

Website

Social Media

How many of these do you employ?

Listen and Position

The ONLY critic who’s opinion counts is the CUSTOMER.”

Mark Twain

Create a Customer Service CREDO

Fundamental Customer Expectations

• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)

• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)

• Empathy: The degree of caring and individual attention provided to customers. (Concern)

• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)

• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)

Teach the credo to your staff…

Then teach your customers how

to send you ideal referrals!

Summary of Key Ideas

• (T+C+ECF) x DE = Success• Expectations• Accountability = Clarity + Agreement + Track &

Post +Coaching + Reward or Punish• UPOD vs. UPOD• Own the VOC• Listen then Position• Create a Customer Service Credo • Live the Credo – Ask for Referrals

The Evergreen Project

10 year study of 160 top companies

40 distinct industries

200 management practices

Winners, climbers, tumblers, losers

Winners had an average Total Return to Shareholders of 945%...

The Losers only averaged a TRS of 62%

From: What (really) Works by Joyce, Nohria, Roberson 18

The Four Primary Practices:

1. A sharply focused, clearly communicated and well-understood strategy for growth.

2. Flawless operational execution that consistently delivers the value proposition.

3. A performance-oriented culture that does not tolerate mediocrity.

4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.

The Secondary Management Practices:

• Talent = find and keep the best people.

• Key leaders show commitment and enthusiasm for the business.

• Embrace strategic innovation.

• Master the power of partnerships.

From: What (really) Works by Joyce, Nohria, Roberson

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

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