Jim Feldman of Shift Happens! speaks to University of Wisconsin-Madison students and staff about dealing with change, managing change, innovation and customer service. This is a portion of the speech.
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1. -1-ShiftDirection
2. -2-
Shift
Purpose
3. -3-ShiftFocus
4. -4-Shift Attitude
5. LEADERS
Do Their Own Reconstruction
Concentrate on Customers Essentials
Learn What Customers Ignore
UPsize Customers Daily Activities
Focus Frees up Time
6. LEADERS
Do Their Own Reconstruction
Remodeling
is
NOT
Reconstruction.
Focus Frees up Time
7. LEADERS
Do Their Own Reconstruction
TEAR IT ALL DOWN
then there are fewer
choices to make.
Focus Frees up Time
8. -1-ShiftDirection
9. How You Think is Everything
Its Time to
Shift Your Thinking
10. -1-
Shift
Direction
11. Dimensions
3 different views
of the same problem.
Inside-the Box
(Depth)
Outside-the Box
(Distance)
Innovative Implementation
(Determination)
-1-
Shift
Direction
12. Customers Want:
Better Outcomes
Better Results
They consume your food.
They purchase your WISDOM!
13. Reality Questions:
The only thing you should be talking about is VALUEthe VALUE &
BENEFIT to the CustomersNOT the price!
14. What are you
going to be doing
Differently Tomorrow
that will give you
better results
than you
got yesterday?
Reality Question:
-1-
Shift
Direction
15. Remember
-1-
Shift
Direction
Rule #6
16. -2-
Shift
Purpose
17. Level
The Playing Field
18. Act like an Entrepreneur
Everyone should be acontributing participant.
Everyone should think What would my mother do or think if she was
running this department?
#2: Think Like An Owner
19. Start by gathering information.
Find a new use for existing resources.
View existing products or services in a new way.
Think Innovatively.
#2: Think Like An Owner
20. #2: Think Like An Owner
LISTEN
Discover all options the Customer is considering
Collaborate with theCustomer to Establish Value
21. LISTEN & THEN
Introduce
Talk
Innovate
22. Chuck E.Cheese
Bakery
$10.00
CakeMix
$2.00
Cake
$1.00
Birthday MMP
$100.00
-2-
Shift
Purpose
Gilmore & Pine
Experience Economy
23. Starbucks
Coffee Service
$.75
Coffee Beans
$.25
Bulk Coffee
$.10
Coffee MMP
$4.75
-2-
Shift
Purpose
Gilmore & Pine
Experience Economy
24. -2-
Shift
Purpose
KNOWLEDGEcomes from books
WISDOMcomes from experience
25. Remember
Rule #6
26. -3-Shift Focus
27. BecomeCutting Edge
28. Learn fromLeaders
29. Think Innovatively
-3-
Shift
Focus
Discover Opportunities Using Existing Resources
30. -3-
Shift
Focus
Innovationis how we
make
MONEY from Creativity!
31. -3-
Shift
Focus
Your brand
is the promise of a
Guaranteed
Experience.
32. What does your Customer WANT?
What does your Customer NEED?
What does your Customer VALUE?
What does your Customer EXPECT?
-3-
Shift
Focus
33. -3-
Shift
Focus
34. Customers Need Your WISDOM
-3-
Shift
Focus
Business advances on 2 things:
1) Solutions You Provide
2)Connections You Sustain
35. -3-
Shift
Focus
Act Like Youre in
Business for Yourself You Are!
36. We
Rebuild
Our Past
By Reinventing the Future
-3-
Shift
Focus
37. RememberRule #6
38. -4-Shift Attitude
39. Use AllOf TheTools
40. 5 Tools To Help Your Reconstruction:
-1-
Build a climate
that is open to
Innovation & Creativity.
41. Constructive Changes
