2012 Leadership Conference

Why Experience Matters

Know Thyself - The Temple of Apollo at Delphi (4th century BC)

Why are we here?

What we have done for ourselves alone dies with us; what we have done for others and the world remains and is immortal

- Albert Pike, Father of Modern Freemasonry

Experience Matters1. Your experience matters – it is the strength of our

organization.  2. Your experience with SCORE matters – we must

build an organization of respect and understanding for our volunteers because volunteers who are engaged and aligned with the larger mission at SCORE support their clients better. 

3. Our clients’ experience matters – the truest measure of our mission and our service – we must provide ensure that we do everything within our control to create a positive experience for our clients. 

Your Experience Matters

– it is the strength of our organization. 

• Recruitment• Collaboration & Networking• Continuing Education

Your Experience with SCORE Matters

– engaged volunteers aligned with client success.

• Mission centric

SCORE’s Mission

MISSION –

SCORE grows successful small businesses across America, one business at a time.

SCORE’s Mission

MISSION –

SCORE grows businesses.

Your Experience with SCORE Matters

– engaged volunteers aligned with client success.

• Mission Centric• Volunteer Engagement Process• National Support

Our Clients’ Experience Matters

– the truest measure of our mission

• Client Service Quality• Client Relationships• Growth & Client Acquisition

Think About What Has Changed

Think about the changes that have occurred in the last 5 to 10 years. What has changed in the past 20 years? What has changed in the past 48?

• IBM• BASF• NCR• SCORE

Redefining Success

We are redefining what success is for SCORE.

Our success is seen when our clients have success.

Moving forward, we are looking not only at our client success, but also at whether SCORE aided in that success.

Key Success Metrics

Key metrics that measure our success –

• Client Outcomes• Businesses Started• Jobs Created• Revenue Growth

• Client Attribution• SCORE was helpful in this outcome

• Client Engagement• The outcome of our relationships and mentoring

Key Operational Leading Metrics

• Client Long Term Relationships• Workshops Held• Recruitment• New Mentoring Clients Seen• Volunteer Engagement

Key Drivers of Volunteer Engagement• Well positioned to meet the future needs of

a new generation of clients - RELEVANCY• Clear understanding of metrics for success –

OUTCOMES & PERFORMANCE• Ongoing feedback that helps me improve

my mentoring – QUALITY• Clear vision of success – STRATEGY &

COMMUNICATION• Leading us in right direction – STRATEGY &

COMMUNICATION

My vision for SCORE’s future success

National

• Focus & Transparency• Continuing Education• Communication

Improvement• Efficient Operations• Data Driven Decision

Making

Local

• Quality Service• Proactive Client

Management• Internal Collaboration • Client Education &

Local Outreach• Data Driven Decision

Making

Know Thyself