View
1.411
Download
5
Category
Preview:
DESCRIPTION
Slide deck from John Spence presentation at the October, 2010 Apple Specialists conference in Austin, Texas.
Citation preview
John Spence
ASMC 2010 Creating a Remarkable Culture
A few of my clients:
What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
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.”
The Pattern of Business Success
(T + C + ECF) x DE = Success
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization. 1 - 10
Job + Organizational Engagement = Employee Engagement
Not Engaged Engaged
En
gag
ed
Not
En
gag
ed
Job Engagement
Org
an
izat
ion
al E
nga
gem
en
t
50%
9%
Benchwarmers
7%
Free Agents
34%
Stars
Disengaged
Actively Disengaged Employees…
22%
Key Drivers of Customer Satisfaction and Loyalty
Financial Performance
Quality P&S&
Customer Relationship
EmployeeSatisfaction
Empowerment High Standards
Long-termOrientation
Enthusiasm, Commitment,
Respect
Training &Development
Fair Compensatio
n
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275CR=.249
CR=.280 Coaching
CR=.285
CR=.371
CR=.365
CR=.191
CR=.247
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfie
d
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifferenc
e
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
A 5% increase in loyalty among your best customers…
Can produce a profit increase of 25% – 85%
I hate you
I don’t care about you
I love you
Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged
employees can drive profits up by as much as a 189%
Culture = Cash
Your employees will treat your customers…
What YOU want from your employees
• Innovation• Accountability• Execution• Urgency• Customer Focus
• Ownership Mentality
The key elements of a winning culture: Employees
FunFamilyFriendsFair
FreedomPridePraiseMeaning
Accomplishment
1 -10
The Five Dimensions of a Great Place to
Work
Pride&
Camaraderie
Fairness Respect
Credibility
TRUST
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
How do you do that? 1 – 10
• Provide lots of feedback and clear guidance
• Make real time to discuss problems and concerns
• Seek ideas and input from everyone
• Provide the resources to do the job well
• Give lost of recognition and rewards
• Provide ample opportunities to learn and grow
• Keep the pressure to perform realistic
• Provide opportunities for social interaction within the organization
• Promote joy and appropriate humor at work
• Help people balance work and home responsibilities
The Six Universal Drivers of Engagement
1. Caring, competent, and engaging leaders.
2. Effective managers who keep employees aligned 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
“When I make a mistake I am recognized 100% of the time, but when I do something right I am NOT recognized 99% of the time.”
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
From: The Orange Revolution by Gostick and Elton
The Rule of 3
• Wow – breakthrough teams commit to a clear and specific standard of world-class performance.
• No Surprises – all team members are accountable for openness and honest debate, and each knows what to expect from the others.
• Cheer – team members support, recognize, appreciate and cheer each other and the group to victory
From: The Orange Revolution by Gostick and Elton
WOW
• What, specifically, is the clear standard of performance that is expected / demanded from everyone in your organization?
No Surprises• What are FIVE specific things
you can do right away to increase the level of communication within your organization?
CHEER!!!!!
You cannot pay people to be passionate, creative and engaged. You must create a culture that inspire those behaviors through real and frequent recognition.
What are FIVE specific things you can do right away to increase the level of celebration within your organization?
Extreme Customer Focus
Web of Value: VOC + MOT + WOM
VOC
Moments Of Truth
MOT Practice Round
Dry CleanerHair SalonTailorPlumber
MOT Bonus Round: YOUR Business!
WOM = Your BEST form of advertising!
78.9%23.4%
43% - 74% of purchasing decision = WOM/T
You MUST have a WOM Referral System
Identify Ideal
Customer
ReferIdeal
Customer
From John Jantsch: The Referral Engine
WOM Workshop: Best Ideas from the Group
Kaizen
For those who are prepared…Chaos brings opportunity.
Execution
What are THREE things you will go home and apply right away from this workshop?
The 6 Keys to a Remarkable Culture
1. People2. VOC3. MOT4. WOM5. Kaizen6. Execution
THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.johnspence.com/blog
Lastly, these slides have already been uploaded to:www.slideshare.net/johnspence
Recommended