Controlling the Market

• 1. Controlling The Market HowSuccessfulCompanies Take MarketShare from the Competition

2. I will not waste one minute of your time

• I have a ton to cover and I will go pretty fast.

• Please take lots of notes, think/work hard and feel free to ask questions or give comments at ANY time.

• I am happy to answer any of your questions, offer advice and recommend books at any time after this session.

• [email_address]

• The slides are already posted at:

• www.SlideShare.net/johnspence

3. Afew of my clients: 4. For the past 21 years 5. What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru 6. To get the most from our session together It is absolutely critical that you be brutally honest with yourself today. So let's get started witha little self-test on page 2 7. The 6 Keys to Controlling the Market

• People

• VOC

• MOT

• WOM

• Kaizen

• Execution

8. The Four Is

• Ignorance

• Inflexibility

• Indifference

• Inconsistency

Page 2 9. How to avoid the Four Is

• Aggressive external market focus.

• Ridiculously high level of customer focus.

• Keep the Main Things the main things.

• Bullish on knowledge sharing and learning.

• Teamwork is mandatory not optional

• Passion and commitment at all levels.

• Foster a healthy paranoia.

• Revel in change.

Page 2 10. 11. The Pattern of Business Success 12. (T + C + ECF) x DE = Success 13. Talent + Culture Talent 14. Cecil Van Tuyl

• It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.

15.

• The number one factor in increasing the level of highly satisfied and engagedCUSTOMERSin your business is

The level of highly satisfied and engagedEMPLOYEESin your business. 16. Job + Organizational Engagement = Employee Engagement 17. Actively Disengaged Employees 22% 18. Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 529 companies 15,589 respondents Chart: 4 Workshop: 5 FinancialPerformance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development FairCompensation CR= 104.12%increase in profits CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 19. Customer satisfaction drives customer loyaltyand customer loyalty drives profitability A5%increase in loyalty among your best customers Can produce a profit increase of25% 85% I hate you I dont care about you I love you 100% 90 80 70 60 50 40 30 20 ExtremelyDissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied VerySatisfied Zone ofDefection Zone ofIndifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist 20. Actively disengaged employees can reduce revenues by up to22%,while highly satisfied and engaged employees can drive profitsupby as much as a189%Culture = Cash 21. What do engaged employees look like?

• They give more discretionary effort.

• They consistently exceed expectations.

• They take more responsibility and initiative.

• They receive better customer service ratings.

• They offer more ideas for improvement.

• They promote and model teamwork.

• They volunteer more for extra assignments.

• They anticipate and adapt better to change.

• They persist at difficult work over time.

• They speak well of the organization.

1 - 10 Workshop: 6 22. The key elements of a winning culture:Employees

• Fun

• Family

• Friends

• Fair

Freedom Pride Praise Meaning Accomplishment 1 -10 Workshop: 7 23. What Employees Want

• 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

24. The Six Universal Drivers of Engagement

• Caring, competent, and engaging leaders.

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

• Effective teamwork at ALL levels.

• Job enrichment and professional growth.

• Valuing employee contributions.

• Concern for employee well being.

• 1 - 10

Workshop: 7 25. 1,300,000 interviews :Basic 4 + 1Page8 26. E xtremeC ustomerF ocus 27. Web of Value:VOC + MOT + WOM Page8 28. 6. Extreme Customer Focus VOC 29. M omentsO fT ruth Page8 30. VOC + MOTWorkshop: Page 9 31. WOM = Your BEST form of advertising!78.9% 23.4% 32. 43% - 74% of purchasing decision = WOM/T 33. YouMUSThave a WOM Referral System From John Jantsch: The Referral Engine IdentifyIdealCustomer Refer IdealCustomer 34. WOM page 10:Best Ideas from the Group 35. Things have changed 2008 2010 36. 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.

37. Kaizen For those who are prepared Chaos brings opportunity. 38. 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 of945% ...

• The Losers only averaged a TRS of62%

From: What (really) Works by Joyce, Nohria, Roberson 39. The Four Primary Practices:

• A sharply focused, clearly communicated and well-understood strategy for growth.

• Flawless operational execution that consistently delivers the value proposition.

• A performance-oriented culture that does not tolerate mediocrity.

• A fast, flexible, flat organization that reduces bureaucracy and simplifies work.

Workshop11 40. 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 Workshop11 41. 10 15% 42. Where are we going and how will we behave on the way? Focus Differentiation No Guiding Collation Vision + Values Strategy Objectives Initiatives Programs Procedures / Protocols Repeatable Process Clear / consistent / relentless Training + time / money / supplies / people Measure / Track Communicate TransparencyAccountability Celebrate Success Eliminate Mediocrity Workshop12 43. The 6 Keys to Controlling the Market

• People

• VOC

• MOT

• WOM

• Kaizen

• Execution

44. Strategy Map / Word Cloud:Pages 13&14 45. Final Workshop:Pages 15 - 17 46. 47. T HANKY OU If you have any questions at all please do not hesitate to send a note or call.My email address is:[email protected] 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