AMI Owners Forum
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Transcript of AMI Owners Forum
Success in the NEW Normal?
300+ in 19 years
“Simplicity is the ultimate sophistication” Leonardo da Vinci
(T + C + ECF) x DE = Success
Talent
Cecil Van Tuyl“It is all about
people, people, people.”
“ You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
The level of highly satisfied and engaged
EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is…
Key Drivers of Customer Satisfaction and Loyalty
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
A 5% increase in loyalty among your best customers…
Can produce a profit increase of…
25% – 85%
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfied
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifference
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
I hate you
I don’t care about you
I love you
Actively disengaged employees can reduce total revenues by
up to 22% while highly satisfied and engaged employees
can drive profits up by as much as a 189%
Culture = Cash
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
1 - 10
Extreme
Customer
Focus
Web of Value: VOC + MOT = WOM
VOC
How Many of these do you employ?
Moments Of Truth
TEC / Vistage / EO / YPO = 2,000 CEOs
1. Lack of a well-communicated vision and strategy for growth.
2. Lack of courageous communication.
3. Tolerating mediocrity.4. Lack of accountability and
disciplined execution.
Ideas to ACTION
10 – 15 %
Where are we going + how will we behave on the way?
FocusDifferentiation“No”
Stakeholders + guiding collation
Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions
Procedures / ProtocolsRepeatable ProcessClear / consistent / relentless
Training +time / money /
supplies / people
Measure / TrackCommunicate
Transparency Renewal
Praise + Celebration and
Eliminate Mediocrity
Accountability
1. 100% Clarity
2. Agreement
3. Tracking
4. Coaching
5. Reward / Punishment
Thank You
If you have any questions at all please do not hesitate to send a note or call.
My email address is: [email protected]
** Please connect with me on LinkedIn **
Also, you might find value in the ideas I share in my blog. You can sign up for it at:
www.blog.johnspence.com
Lastly, these slides have already been uploaded to:
www.slideshare.net/johnspence