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

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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

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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.