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Leadership and the NEW Normal?
Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by:
What does this mean to me?
How can I use this idea?
What can I do right away?
Key Competitive Advantages
Products People Process
People + Culture
Management Wants:
• Innovation
• Creativity
• Initiative
• Customer Focus
• Disciplined execution
• Accountability…
Ownership Mentality
Employees Want:
Positive Culture
Fun
Family
Friends
Fair
FreedomPride
Praise
Meaning
Results
SBA
PROCESS:• The highest quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently
superior customer service for an outstanding “Total Buying and Owning Experience.”
VOC + MOT + WOM
VOC
Moments Of Truth
What are your MOT
9
43% - 74% of purchasing decision = WOM
78.9%23.4%
Know Like Trust Try Buy RepeatIdentify
Ideal Customer
ReferIdeal
Customer
The Referral Engine – John Jantsch
Process
VOC
VOCSurveys
Focus Groups
Customer Panels
Comment Cards
Complaints Employees
Competition
Doosan
Website
Social Media
How Many of these do you employ?
Process
Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by:
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: @awesomelysimplePlease feel free to “friend” me on FB
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
Thank You
Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by:
