controlling the market results webinar 2.20.13

Controlling The Market

How Successful Companies Take Market Share from the Competition

A few of my clients:

What does this mean to me?

How can I use this idea?

What can I do right away?

I am NOT a guru…

The 6 Keys to Controlling the Market

1. People2. VOC3. MOT4. WOM5. Kaizen6. Execution

Talent

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 LoyaltyFinancial

Performance

Quality P&S&

Customer Relationship

EmployeeSatisfaction

Empowerment High Standards

Long-termOrientation

Enthusiasm, Commitment,

Respect

Training &Development

Fair Compensatio

n

CR= 104.12% increase in profits

CR= .404

CR=.334

CR=.277

CR=.275CR=.249

CR=.280 Coaching

CR=.285

CR=.371

CR=.365

CR=.191

CR=.247

TolerateNothing

Less

From: Practice What You Preach by Maister

Global study:16 countries529 companies15,589 respondents

Chart: 4Workshop: 5

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

Workshop: 6

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

Page 8

Extreme Customer Focus

Web of Value: VOC + MOT + WOM

Page 8

6. Extreme Customer Focus

VOC

Moments Of Truth

Page 8

WOM = Your BEST form of advertising!

78.9%23.4%

43% - 74% of purchasing decision = WOM/T

You MUST have a WOM Referral System

Identify Ideal

Customer

ReferIdeal

Customer

From John Jantsch: The Referral Engine

Things have changed…

2008 2010

Now you MUST deliver…

• The highest possible quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently superior

customer service for an outstanding “Total Buying and Owning Experience.”

Kaizen

For those who are prepared…Chaos brings opportunity.

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

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.

Workshop 11

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 Workshop 11

10 – 15%

Accountability

1. 100% Clarity

2. 100% Agreement

3. Track & Post

4. Coaching

5. Reward / Punishment

Page 12

The 6 Keys to Controlling the Market

1. People

2. VOC

3. MOT

4. WOM

5. Kaizen

6. Execution

Sign up today!

• Speaker: John Spence• Seminar: Turning Ideas into Action• When: Wednesday 20 March 2013• Time: 9am - 5pm• Where: Eden Park, Kingsland, Auckland.

http://web.results.com/john-spence-event-2013/

THANK YOU

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

My twitter address is: @awesomelysimple

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