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Raising the BarRaising the BarREALeadership for a New FutureREALeadership for a New Future
WILL MARRE
www.REALeadership.com
ENVIRONMENTAL, SOCIAL, ENVIRONMENTAL, SOCIAL, A BUSINESS COMMITMENT TOA BUSINESS COMMITMENT TO
AND ECONOMIC SUSTAINABILITY.AND ECONOMIC SUSTAINABILITY.
CORPORATE SOCIAL RESPONSIBILITYCORPORATE SOCIAL RESPONSIBILITY
What’s Driving Leaders?
- McKinsey & Co. Global Survey
Only 40% of consumers view business as positively contributing to the public good and environmental sustainability.
40%
What’s Driving Consumers?
- McKinsey & Co. Global Survey
92%
83%
87%
87% say they would switch brands (price and quality near equal) to one’s associated with good causes.
83% say companies have a responsibility to support good causes.
92% have a more positive feeling of companies that visibly support good causes.
Con
su
mers
100%
81% of employees who want to contribute to social benefits are NOT SURE WHAT TO DO.
Want to work for good
companies.
80%
Only trust companies if responsible.
83%
Want to contribute… not sure what to do.
81%
83% will only trust companies if it is environmentally/ socially responsible.
80% want to work for companies that directly contribute to society but aren’t sure how to find them.
What’s Driving Employees?
- McKinsey & Co. Global Survey
CSR is becoming the New Business Model
Micro-Finance
Profits
Village Entrepreneurs Education
Money
Investment
Consumption
More Entrepreneurs
Before Micro Finance there were
Credit Unions!
Psychology of Uncertainty
Believe we must all take responsibility for our future.
Psychology of Uncertainty
Believe we must all take responsibility for our future.
Psychology of Confidence
Believes technology and capitalism will solve everything
Psychology of Confidence
Believes technology and capitalism will solve everything
The 21st Century Problem
The 21st Century Problem
Have we lost our “Mojo?”
SOURCE: DYG SCAN 2007
All but the very wealthy are worried…
• Safety, Security, Peace• Economic Opportunity and Security
SOURCE: DYG SCAN 2007
• Healthcare and Retirement• Cost of a Decent Life• Environment and Their Children’s Future
The Number One Concern Today in America…
Personal Economic Autonomy
Their Own Bank?Their Own Bank?Everyone Could OwnEveryone Could Own
What if…What if…
So, what if your vision was…
“Every American should be a member of a credit
union.”
The Mission of Mission Federal Credit Union…
“Our mission is your mission.”
• Relentless Competition • Rising Cost of Operations, IT, Branches.• Cost of Effective Marketing, Branding and Member Acquisition.
What’s Happening?What’s Happening?
• High growth in biggest credit unions or highly focused ones.• Nearly 50% have negative growth.• Only 12% have member growth rates over 5%.• Average age of member is over 50!
RESULTS:RESULTS:
The Most PowerfulThe Most PowerfulFactor ImpactingFactor ImpactingPerformance isPerformance is LEADERSHI
P.LEADERSHIP.
REALeadership is the will to use your knowledge, judgment and
virtue to create the Greatest Total Value.
REALeadership is the will to use your knowledge, judgment and
virtue to create the Greatest Total Value.
REALEADERSHIP
- Responsibility: GTVR
• Relevant Products
• Unique Value
• Brand Reputation
• Attract Talent
• Sales Culture
Sales Growth
Reduce Costs
• Right people in right jobs.
• Eliminate non- value added work.
• Eliminate Waste,
scrap and pollution.
• Reduce Regulatory Risk
Increase Value• Consistent Financial Returns
• Market Leadership
• Committed Ownership
Broken Model of Leadership
1. Engagement: Cynical culture - Confusion, expectations of failure.
2. Ethics: Loss of noble purpose - No leadership brand
3. Envisioning: Visions are numbers - Reality is a PowerPoint presentation and Excel spreadsheets.
4. Enrollment: Low morale - Superficial agreement, working to quit
5. Execution: Low strategic velocity - chronic crisis, slow decision making, plan-failure cycles
What’s Your Story?
Failure + A Good Story
= Failure
False Stories: Personal
Deny - Pretend there isn’t a problem that the problem is normal. “Everybody’s doing it.”
Blame - It’s someone else’s job to fix the problem. “It’s not my fault.”
Rationalize - What’s happening doesn’t matter and change is impossible anyway. “It is what it is.”WB
Your promise must be:
1. Relevant
2. Increase Opportunity
3. Reduce Risk of Pain
REALeadership begins with a
Promise
or it doesn’t matter.
CUSTOMER and
EMPLOYEE COMMITMEN
T
Promise
You Are Responsible for Your Promise
Experience=
It’s either size or niche.
Be big or be focused.
Your Promise Must Be Precise.
What are you willing to be famous for?
Your Promise is Your Nobel Intent.
THREE CHOICES
Famous… for something that matters.
Invisible… business and life as usual.
Infamous… toxic commitment to self-interest.
Most Businesses have no Ethical Vision Except Expediency
The Means have become the Ends.
Economists and Business Schools redefine Business as Solely an Economic Enterprise
“The business of business is to maximize profits.”
- Milton Friedman
Source: Bartletts Familiar Quotations
GIVEGROWGAIN
ImageVision is a Metric
Acquire, Fire,
Divest
Leadership of the Past
Moral justification of unrestrained self-interest.
Ebita Leverage Assets
Public Relations
Fair
GOLDEN RULEHonest
PEOPLE
Ethics
Comply
Deny
LEGAL
Cost-Benefit
Greatest Total Value
PLANET
New Solutions
E
- Ethics: G3E
GAINGROWGIVE
Improve the Quality of Everyone’s Life
Innovation to Benefit Humanity
Unique Value Advantage
GTV Create New Value
Sustainable Abundance
Strategic justification of morality.
Leadership of the Future
Ethical Vision(GTV)
• Positive qualities you are famous for
• Fundamental criteria for decisions
• Strong internal and external identity
Socially-Strategic Branding
Values
Noble intent:Hardest to duplicate and to do well, source of greatest brand loyalty.
FeaturesEasiest to do - Many others do the same thing.
Benefits
Easy to duplicate, highly competitive
Functionality
(Rational)
Identity
(Feelings)
1. Creator - Martha Stewart
2. Ruler - Bank of America
3. Sage - Oprah
4. Innocent - Grameen Bank
The Hero and the OutlawArchetypes are “Blueprints of
Meaning”
5. Hero - FedEx
6. Outlaw - MTV
7. Magician - Google
8. Explorer - Jeep
9. Caregiver - Mayo Clinic
10. Regular Guy/Gal - Ben & Jerry’s
11. Lover - Godiva
12. Jester - Las Vegas
Risk & Mastery
Stability & Certainty
Belonging & Enjoyment
Fulfillment & Independence
Source: Margaret Mark: Strategic Insight
USA BrandEquality
Responsibility
Opportunity
Freedom
Grameen BankEnd Poverty
Global
Profits
Local
Abundance
Create Unique Value Advantage
A
Why Can’t We Think of Anything Truly New?
1. Need for Predictable Financial Return
2. Risk Analysis
3. Historical Business Model
• Redraw Market Boundaries• Overthrow Analytical Industry Frameworks & Benchmarks• Value to Infinite & Costs to Zero
Unique Value AdvantageUnique Value Advantage
ZZZZ
Both + And
ALL COMPETITORS
Same ProductNew Buyers
New Product
Same Buyers
PLANET
PE
OP
LE
Community
Innovation
Product
Service
ImprovementY
- Abundance: What’s Your Z Factor?A
Costs
Process
EfficiencyX
Same ProductSame Buyers
Strong Positive Emotion - Feels Right! - Trust - Experience - Identity
Unique Utility - it Works!
- Design
- Low Effort
- Buying, Using, Disposing
GREATEST TOTAL VALUE
Unique Value Advantage
Z
SustainableAbundance
New Product
New Buyers
Credit Union Z Factor
Personal Service
Access to Capital
High Technology
Community of Members
Abundance
“There is No Box.”
A
You must become institutions of the future rather than relics of the past.
1. Imagine opposite is also true.
2.Demand unimaginable performance.
3.Solve a difficult, obvious problem.
4.Give the value away and find others to pay.
5.Collaborative innovation.
Open Minded: Both + AndOpen Minded: Both + And
1. Nice - human experience - Old
2. Relevant - product experience - Young
3. Excellent - operational experience - Rich
3 Paths to Unique Value Advantage
3 Paths to Unique Value Advantage
Source: Forrester Research Inc.
Be Your Unique Value
What if everyone who opened a new account received a $25 matching grant that went to pay for a child to learn the tools of financial wisdom?
Be Your Unique Value
What if every credit union branch and website became a financial education center? What if you sponsored a free, for-credit multi-media online course in financial autonomy?
Be Your Unique Value
What if every credit union had a Web 2.0 website with a community of advocates helping each other with solutions to today’s financial challenges?
ANSWER: Target people relevant to your core value proposition.
Enemy is profitless growth.
Old Growth - New branches, high cost, older customers
New Growth - Internet, Low cost, younger customers
Old customers want personalized, face-to-face service.
Young customers want new products, low cost, fast convenience, and a brand that stands for something.
1.0: “Talk at.”
Web 2.0 Offers Engagement
Web 2.0 Offers Engagement
2.0: Listen + Talk + Respond = Relevance & Relationship
2.0: Offers Brand Personality
• Products
• Branches
• Websites
• Sales Culture
• Financial Educ.
• Advertising
• P.R.
• Community Outreach
• IT Services
Your Value is the Experience You CreateSystems Touch Points Moments of Truth
• Campaigns
• Front line staff
• Telephone contact
• Correspondence
• Online/email/vmail
• Literature
• Loan documents
• Verbal promises
• Customer feedback
• Disappointments with service
• Loan turn-down
• Dealing with delinquency
• Referral treatment
• Events of personal
significance
•Moments of outstanding service
Fastest growing credit unions spend 2x on marketing, branding, sales culture, website, online banking…than stagnant credit unions.
Invest in Your Unique Value Advantage
Invest in Your Unique Value Advantage
Source: 2008 National Credit Union Growth Study CEO Advisory Group
The Story of Our Lives
STATUS QUO CRISIS
Don’t Want
Do Want
Envision
Collaborate
Growth Spiral
Deny
RationalizeDeath Spiral
Hero’s Journey
COWARD
HERO
Blame
Innovate
Would Our Society Be Better Off Without Credit Unions?
So, what is your Promise?
Legacy:
We Have One LegacyWe Have One Legacy
A Healthy Planet withA Healthy Planet withHealthy People,Healthy People,
Supported by aSupported by aSustainable Economy.Sustainable Economy.