The Formulas for Successin Life and Business

What does this mean to me?

How can I use this idea?

What can I do right away?

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…

•Nimbleosity•Nim-bo-lishis

Focus on the Fundamentals

FDAF+PCPVKNLC-NC

IM

FDA

Workshop

Information

AssumptionsReactions

Mental MapsActions

“You become what you FOCUS on and similar to

the PEOPLE you surround yourself with.”

WS: 5F +5P + U

K N L

C - NC

Ideal ME

Focus on the Fundamentals of Business Success

(T + C + ECF) x DE = Success

• Ignorance• Inflexibility• Indifference• Inconsistency

• Aggressive external market focus.

• Ridiculously high level of customer focus.

• Keep the “Main Things” the main things.

• Bullish on knowledge sharing and learning.

• Teamwork / communication is mandatory – not optional.

• Passion and commitment at all levels.

• Foster a healthy paranoia.

• Revel in change.

3

1 - 10

Credibility

1.Honest2.Forward-looking3.Competent4.Inspiring

NITB

Focus me

Know me

Care about me

Hear me

Help me feel proud

Equip me

Help me see my value

Help me grow

Help me see my importance

• Fun

• Family

• Friends

• Fair

• Freedom

• Pride

• Praise

• Meaning

• Accomplishment

7

1 - 10

1. Caring, competent, and engaging leaders.

2. Effective managers who keep employees aligned, informed and engaged.

3. Effective teamwork at ALL levels.

4. Job enrichment and professional growth.

5. Valuing employee contributions.

6. Genuine concern for employee well being.

1 - 10

7

Goal Setting

TrustAccountability

Communications

RECOGNITION

From: The Orange Revolution by Gostick and Elton 8

1 - 10

Extreme

Customer

Focus

Zappos 98 = 0 08 = 1.2 Billion

Looking back, a big reason we hit our goal early was that we decided to invest our time, money and resources into three key areas: customer service (which would build our brand and drive word-of-mouth), culture (which would lead to the formation of our core values), and employee training and development (which would eventually lead to the creation of our Pipeline Team).

Even today, our core belief is that our

Brand, our Culture and our Pipeline are the only competitive advantages we will have in the long run. Everything else can and will be copied.

How do the Best Companies Deliver Superior Customer Service?

• From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the Top Six Factors that were the fundament tactics used to build and manage extraordinary levels of customer satisfaction and loyalty.

1 -10

They listen to, understand, and respond (often in unique and

creative ways) to the evolving needs and constantly shifting

expectations of their customers.

Own the VOC

1. Extreme Customer Focus

They establish a clear vision of what superior service is, communicate that vision to

employees at all levels, and ensure that service quality is personally and positively

important to everyone in the organization..

2. Shared Customer Service Credo

3. Process = Repeatable success

• They create systems, processes and protocols to ensure that service delivery is flawless… without stifling the creativity and initiative of their employees.

They establish concrete standards of service quality and regularly measure themselves against those standards,

guarding against the “acceptable error” mindset by establishing as their goal

100% customer satisfaction performance.

4. Clear Standards + Accountability

Measure & Post

MPS Margin Per Sale

Talent

Customer Service

Customer Retention

They hire the best people, train them carefully and

extensively so they have the knowledge and skills to

achieve the service standards, then empower them to work on behalf of

the customers, whether inside or outside the

organization.

5. Customer Focused Employees

They recognize and reward service accomplishments, sometimes

individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers.

Deal decisively with mediocrity

6. Reward and Celebrate Success

VOC + MOT + WOM

VOC

Surveys

Focus Groups

Customer PanelsComment Cards

ComplaintsEmployeesCompetition

Advisory Board

Website

Social Media

• 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.”

MOT Practice Round

Dry CleanerHair SalonTailorPlumber

Workshop: VOC + MOT

9

4343 78

43

7878

43 78

WOM = Your BEST form of advertising! 78.9%

23.4%

Know Like Trust Try Buy Repeat

Identify Ideal

Customer

ReferIdeal

Customer

Workshop: Five ways to

generate WOM

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 11

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.

From: What (really) Works by Joyce, Nohria, Roberson 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

10 – 15 %

What Inhibits Execution?National Survey of 4,000 Senior Executives

4. Inability to work together (21%)

3. Company culture (23%)

2. Economic climate (29%)

1. Holding onto the past / unwillingness to CHANGE (35%)

In other words…

• In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.

Anne MulcahyCEO of Xerox and the third most powerful

woman in the world!

1. Build a network of great relationships with people who want to see you succeed.

2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find.

3. Learn to be a learner.

4. Listen intently to your employees and to your customers.

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: @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