RESULTS.com webinar number 2

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: Lisa.Carter@Results.com

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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: Lisa.Carter@Results.com

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: 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

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: Lisa.Carter@Results.com

Brought to you by: