Indispensable_Book Presentation

Presented by:

Bhuvanambigai P

Dhivya K M

Harendhiraprasad M N

Rajesh Soundararajan

Sivakumar P S

Surenderan E

Book Review

Author

JOE CALLOWAY is a consultant on branding and

competitive positioning whose client list reads like a Who's

Who in business—from newspapers in Sweden, hotels in

Great Britain, and computer companies in South Africa to

world brands like BMW and American Express.

He speaks frequently on business trends, and has been

inducted into the International Speaker's Hall of Fame.

He owns an award-winning restaurant in Nashville,

Tennessee, where he lives with his wife, Annette, and

daughter, Jess. He is also the author of Becoming a

Category of One.

Introduction

When products and services become interchangeable,

price becomes the ultimate determinant for consumers

Indispensable shows businesses how to break out of

that cycle by using The Five Drivers- a strategy that

takes companies to the next level of performance

Renowned business consultant Joe Calloway looks at

how real companies have made their product or service

"mission critical," and satisfied customers in the process.

Indispensable companies have a clear sense of focus

on where they "fit" in the grand scheme of the

marketplace. It begins with a few simple, vitally

important questions:

What do we do best?

What do we love to do?

What do our customers value?

Where do those three factors intersect?

Vital Questions

The Five Drivers

Indispensable shows readers how to:

Create and sustain momentum: overcome organizational inertia

and keep moving forward

Develop habitual dependability: make consistency of

performance a defining characteristic

Connect continuously

See the Big Picture Outcome: create compelling customer

experiences

Engage, Enchant, Enthrall: make magic in the marketplace ``

Six New Basics

Innovative idea Baseline Expectation Cross Pollenization of ideas

Say ‘Why Not’ Continuously Get Back Inside the Box You Will Partner Selling Is Dead Whatever Happens Is Normal Internet Didn’t Change Anything

Say ‘Why Not’ Continuously

Philosophy of ManagementExamples:Travel Agencies, BanksRock Bands & Copier Companies

Get Back Inside the Box

Be good at what we do and then be different

Examples:Restaurant Business

You Will Partner

Strengthening Your Brand New Hunting Ground

Selling Is Dead

Matching is Alive & Thriving Value Placement Approach “Its not about selling, It’s about people buying”

Whatever Happens Is Normal No hard times just times Indispensables perceive differently Pragmatic & Non-emotional

Internet Didn’t Change Anything

Changed how we do & not the basics Means to end

Create Community

To strengthen market position of a particular product

Creates bond between manufacture and customer

Power of community is to build loyalty.

create community within organization which in turn creates community among customers

How to create community

Do live presentation Make your website compelling Have a event

Product launchesPromotionsNew service initiatives

Case study: Gitomer Business

trainer ,professional speaker ,author

Customers includeCoco cola,BMW,Caterpillar

etc. Secret of successful sales

businessCreating valuesUnderstanding customers

Created a community within his customer base

BOOKS

Secret of success

Establishes and maintains continuous connection with the customers

Treats every customer as the most important person

Provides memorable serviceRespects his employeesEncourages his employees to take risk

Obvious but often overlooked

Obvious mistakes made by companies that keeps them from becoming indispensable

Obvious 1: “You had me at hello” how a customer is met in the initial

contact

Obvious but often overlooked – contd..

Obvious 2: Saying it doesn’t make it so- Act rather than just saying it

Obvious 3: Tell the truth- Lying is counterproductive- The customer can handle bad news - What is expected is the TRUST

Right Place – Right Time

Not only giving what the customer wants, but also where he wants it

In the right place at the right time with the right delivery of the right product

It depends upon the customer’s preference

Right Place – Right Time contd.. Accessibility is a critical factor

Do what nobody does that in this business

Think “Well, Why not?” over new ideas

Don’t copy. Create

Big Picture Outcome

The overall experience your customer wants. It goes

beyond product or service and opens up possibilities

for new ways to do business.

Creating a big picture outcome

Beyond job performance

Simple & Extra-ordinary

Creating a mini-friendship

Big Picture Outcome

“What to do?” focused in organizations

The focus should be on “Why we do it?”

Absolute key to achieve differentiation

Leads you to become indispensable to the

customer

View from 50,000 feet

Not only for managers but for all employees

Always have One shared Vision

Have the lowest price

Compete with lowest price with your version of “more”

Wow-Nobody else has this

Become a way of life

Be the good guys

Have the great product

Know your customers

Change as they change

Indispensable Lessons

Repeatable Process

Continuous marking of impression (extraordinary interaction).

Make indispensable the rule, rather than exception.

How?

What gets measured gets done. Measure, talk, reward, recognize. It would become Natural as breathing.

“ Consistency of performance is the great brand builder. Inconsistency of performance is the great brand killer.”

Decisions are made in advance You Figure it out

Stop Apologizing – Start doing your Job

Sign of second rated company Lot of apologizing.

Put energy in training and building culture.

Skip customer compliant training and Try “Do your job right the first time”

Customer does not want nice. Customer wants the Truth.

Set your Priorities right

Handle complaints in the most effective way possible.

Customer complaints – gold mine Take long view towards prevention of

each mistake rather than single isolated mistake.

Indian Case: @ home

Highly customer-service focused.

Creating Pleasure Experience for customers

Good collection Friendly staff Built remarkable degree

of customer loyalty.

Conclusion

If you need lessons in how to become the company that your customers can't live without, I hope that this book proves to be a good teacher.