State Farm Fall Planning Conference 11.13
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Transcript of State Farm Fall Planning Conference 11.13
State Farm Fall Planning Conference
Leadership in the NEW Normal
For those who are prepared…For those who are prepared…
…chaos brings opportunity
• The willingness… even enthusiasm… to change
EVERYTHING combined with the wisdom to understand what
must NEVER be changed.
The Key To Success in the New Normal…
•Nimbleocity•Nim-bo-licous
Anyone who tells you they enjoy change…
should seek immediate professional help.
Emotional Response to Perceived Negative Change
Stability
Immobilization
Denial
Anger
Bargaining
Depression
Testing
Acceptance
TimePassive
Active
Emoti
onal
Res
pons
e
1
Managing Positive Responses to Change
Uninformed Optimism
Informed Pessimism
HopefulRealism
Informed Optimism
Completion
CheckingOut
TIME
PESS
IMIS
M
1
Dealing with change and obstacles…
YOU Inc.
The Pattern of Business Success
(T + C + ECF) x DE = Success
2
Talent
Talent + Culture
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…
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
1- 10
Orange Revolution and All In – Gostick and Elton 2
10 Elements of a Winning Culture
1. People enjoy the work they do and the people they work with.2. People take pride in the work they do and the company they work for. 3. There are high levels of engagement, connection, camaraderie and a community of caring.4. There is a culture of fairness, respect, trust, inclusiveness and teamwork.5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth.6. Lots of open, honest, robust and transparent communication across the entire organization.7. The company invests back in employees; there is a commitment to learning, coaching and development.8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best.9. There is high accountability and a strong focus on delivering the desired results.10. There is ample recognition and rewards and mediocrity is not tolerated.
3
10 – 15%
Accountability
1. 100% Clarity + Authority
2. 100% Agreement
3. Track & Post
4. Coach, mentor, train
5. Reward / Punishment
4
Extreme Customer Focus
4
Web of Value: VOC + MOT + WOM
4
Extreme Customer Focus
VOC
4
Moments Of Truth
4
• If you want REPEATABLE success – you MUST have PROCESS.
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfied
SomewhatDissatisfied
SlightlyDissatisfied
SatisfiedVery
Satisfied
Zone of Defection
Zone of Indifference
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
A 5% increase in loyalty among your best customers…
Can produce a profit increase of 25% – 85%
I hate you
I don’t care about you
I love you
WOM = Your BEST form of advertising!
78.9%23.4%
4
43% - 74% of purchasing decision = WOM/T
You MUST have a WOM Referral System
Identify Ideal Client
ReferIdeal Client
From John Jantsch: The Referral Engine4
The keys to building powerful WOM
5
F D A
Questions?????
Final Workshop
• Based on everything we have covered, please create three specific and measurable ACTION steps!
5 and 6
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 LinkedInAlso, 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/johnspencewww.slideshare.net/johnspence