Download - Building the right Culture for your Business
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Motivation, Behaviour and Results.
Understanding how behaviour drives your business culture.
Erik VermeulenBehavioural Economics Strategist.
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Being an Outsider
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Your Brand
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What do you think when you see…
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What do you think when you see…
[YOUR BRAND HERE]
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“The goal is not to do business with everybody who needs what you have. The goal is to do business with people who believe what you believe.” Simon Sinek
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The Golden Circle
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SHEER DRIVING PLEASURE
BEAT THE BENZ
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GLOBALLY CONNECTING PEOPLE
HIP GEEK
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Why is company culture important?
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68% of customers leave because of poor employee attitude.
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41% of customers are loyal because of a good employee attitude.
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70% of customer brand perception is determined by experiences with people.
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Global Economic Change
Attention Economy Attraction Economy
Interruption Engagement
Reactive Interactive
Big Promises Intimate Gestures
What you need What I want
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Right now, Gen Y outnumber Baby Boomers,
96% belong to Social Networks
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In 1995, the average person
had 27connections.
In 2005, the average person
had 215connections.
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“Your marketing department does not own your brand or your
culture, it belongs to the collective behaviour of your
employees.”
Erik Vermeulen
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Your People
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Delivering a consistent experience
New Product Development
Annual Report
Internal communications
Website
Packaging look-and-feel
Special promotions
Customer Communications
Office design, e.g. Experience Centre,
Call centres
Product line alignment
Retail outlet design
Signage & Way finding
Collection points, pre-paid kiosks
Employer Brand
Leadership behaviours
Service standards
Business principles
People & Behaviour
Marketing & Communications
Products & Services
Environments
Billing
Experience
Naming
After sales service
Training
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21%Engaged
41%Enrolled
30%DisenchantedSignificantly lower on all three components of engagement
High scores on rational and motivational components, but low on emotional
That’s only 1 in 5
Global Workforce Survey
8%DisengagedCompletely disconnected rationally, motivationally and emotionally
Global Results (based on rational, emotional, motivational): Based on a global survey of 90,000 employees in 18 countries and Tower Perrin’s database of 2 million annual responses in 40 countries
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Bran
d st
reng
th
Challenge
Building advocacy
5 AdvocacyI believe in what we do and I recommend our brand
4 ActionI know what I can do to support our brand
3 AbilityI have the skills and knowledge I need
2 Attitude It makes sense to me
1 Awareness I know what we stand for
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Your Culture
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Values
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Goals
PEOPLE FINANCIALSERVICE GROWTH
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“We change behaviour by framing what we want people to do into
something that is relevant to them.”
Erik Vermeulen
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Leadership
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“You can’t sell it outside if you can’t sell it inside.”
Erik Vermeulen
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Perceived Control
Perceived Progress
Connectedness
Vision / Meaning
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The Partnership Model
Glee We
See
Flee
Me
Fee
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“What we allow will continue.”Erik Vermeulen
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The Creed of Champions
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I will start each day by:
4. Treating all customers as though they are the most important people in the world.
1. Treating people I work with as the best in the business.
2. Looking for opportunities and not problems.
3. Doing things today and not tomorrow.
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I will start each day by:
8. Reminding myself that Self-Motivation is the key to success.
5. Choosing to have a positive day6. Reminding myself to smile
7. Generating enthusiasm in my company, my family and my life
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Self - Motivation
• Count your blessings
• Live everyday like it’s your last
• Admit that it’s your choice
• Focus on the positive
• Play to your strengths
• Visualization
• Believe
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Thank You
www.erikvermeulen.com
@ErikMVermeulen
Erik VermeulenBehavioural Economics Strategist.