Business Excellence in the NEW Normal

Kuala LumpurOct 6th 2011

For those who are prepared…For those who are prepared…

…chaos brings opportunity

• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.

The Key To Success in the New Normal…

•Nimbleocity•Nim-bo-licous

Anyone who tells you they enjoy change… should seek

immediate professional help.

Emotional Response to Perceived Negative Change

Stability

Immobilization

Denial

Anger

Bargaining

Depression

Testing

Acceptance

TimePassive

Active

Emoti

onal

Res

pons

e

Managing Positive Responses to Change

Uninformed Optimism

Informed Pessimism

HopefulRealism

Informed Optimism

Completion

CheckingOut

TIME

PESS

IMIS

M

(T + C + ECF) x DE = Success

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

Page 8

Brand New from HBR

• Individual differences are nurtured.

• Information is not suppressed or spun.

• The company adds value to employees rather than

merely extracting it from them.

• The organization stands for something meaningful.

• The work itself is intrinsically rewarding.

• There are no stupid rules.

Extreme

Customer

Focus

Web of Value: VOC + MOT + WOM

11

Extreme Customer Focus

VOC

Moments Of Truth

Page 8

78.9%23.4%

43% - 74% of purchasing decisions = WOM/T

You MUST have a WOM Referral System

Know Like Trust Try Buy RepeatIdentify

Ideal Customer

ReferIdeal

Customer

F D A

Summary• Change is inevitable.• Embrace change and competition with a sense

of urgency.• You work in a great company, with world class

products and superior education.• You MUST work together to win in the

marketplace.• Own the VOC• Flawlessly deliver on the MOT.

• Focus + Discipline x Action

THANK YOUIf you have any questions at all please do not hesitate to send a note or call.

My email address is: john@johnspence.com

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