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Controlling The Market
How Successful Companies Take Market Share from the Competition
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A few of my clients:
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What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
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The 6 Keys to Controlling the Market
1. People2. VOC3. MOT4. WOM5. Kaizen6. Execution
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Talent
People
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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…
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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
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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
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1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
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Extreme Customer Focus
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Web of Value: VOC + MOT + WOM
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6. Extreme Customer Focus
VOC
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Moments Of Truth
Page 8
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WOM = Your BEST form of advertising!
78.9%23.4%
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43% - 74% of purchasing decision = WOM/T
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You MUST have a WOM Referral System
Identify Ideal
Customer
ReferIdeal
Customer
From John Jantsch: The Referral Engine
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Things have changed…
2008 2010
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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.”
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Kaizen
For those who are prepared…Chaos brings opportunity.
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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
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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
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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
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10 – 15%
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Accountability
1. 100% Clarity
2. 100% Agreement
3. Track & Post
4. Coaching
5. Reward / Punishment
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The 6 Keys to Controlling the Market
1. People
2. VOC
3. MOT
4. WOM
5. Kaizen
6. Execution
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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/
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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]
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