View
216
Download
1
Category
Tags:
Preview:
DESCRIPTION
Global speaker and Behavioural Economics Strategist Erik Vermeulen presented at the South African Spa Association on how to build the right culture for your organisation.
Citation preview
Motivation, Behaviour and Results.
Understanding how behaviour drives your business culture.
Erik VermeulenBehavioural Economics Strategist.
Being an Outsider
Your Brand
What do you think when you see…
What do you think when you see…
[YOUR BRAND HERE]
“The goal is not to do business with everybody who needs what you have. The goal is to do business with people who believe what you believe.” Simon Sinek
The Golden Circle
SHEER DRIVING PLEASURE
BEAT THE BENZ
GLOBALLY CONNECTING PEOPLE
HIP GEEK
Why is company culture important?
68% of customers leave because of poor employee attitude.
41% of customers are loyal because of a good employee attitude.
70% of customer brand perception is determined by experiences with people.
Global Economic Change
Attention Economy Attraction Economy
Interruption Engagement
Reactive Interactive
Big Promises Intimate Gestures
What you need What I want
Right now, Gen Y outnumber Baby Boomers,
96% belong to Social Networks
In 1995, the average person
had 27connections.
In 2005, the average person
had 215connections.
“Your marketing department does not own your brand or your
culture, it belongs to the collective behaviour of your
employees.”
Erik Vermeulen
Your People
Delivering a consistent experience
New Product Development
Annual Report
Internal communications
Website
Packaging look-and-feel
Special promotions
Customer Communications
Office design, e.g. Experience Centre,
Call centres
Product line alignment
Retail outlet design
Signage & Way finding
Collection points, pre-paid kiosks
Employer Brand
Leadership behaviours
Service standards
Business principles
People & Behaviour
Marketing & Communications
Products & Services
Environments
Billing
Experience
Naming
After sales service
Training
21%Engaged
41%Enrolled
30%DisenchantedSignificantly lower on all three components of engagement
High scores on rational and motivational components, but low on emotional
That’s only 1 in 5
Global Workforce Survey
8%DisengagedCompletely disconnected rationally, motivationally and emotionally
Global Results (based on rational, emotional, motivational): Based on a global survey of 90,000 employees in 18 countries and Tower Perrin’s database of 2 million annual responses in 40 countries
21
Bran
d st
reng
th
Challenge
Building advocacy
5 AdvocacyI believe in what we do and I recommend our brand
4 ActionI know what I can do to support our brand
3 AbilityI have the skills and knowledge I need
2 Attitude It makes sense to me
1 Awareness I know what we stand for
22
Your Culture
Values
Goals
PEOPLE FINANCIALSERVICE GROWTH
“We change behaviour by framing what we want people to do into
something that is relevant to them.”
Erik Vermeulen
Leadership
“You can’t sell it outside if you can’t sell it inside.”
Erik Vermeulen
Perceived Control
Perceived Progress
Connectedness
Vision / Meaning
The Partnership Model
Glee We
See
Flee
Me
Fee
“What we allow will continue.”Erik Vermeulen
The Creed of Champions
I will start each day by:
4. Treating all customers as though they are the most important people in the world.
1. Treating people I work with as the best in the business.
2. Looking for opportunities and not problems.
3. Doing things today and not tomorrow.
I will start each day by:
8. Reminding myself that Self-Motivation is the key to success.
5. Choosing to have a positive day6. Reminding myself to smile
7. Generating enthusiasm in my company, my family and my life
Self - Motivation
• Count your blessings
• Live everyday like it’s your last
• Admit that it’s your choice
• Focus on the positive
• Play to your strengths
• Visualization
• Believe
Thank You
www.erikvermeulen.com
@ErikMVermeulen
Erik VermeulenBehavioural Economics Strategist.
Recommended