AMI Owners Forum

Success in the NEW Normal?

300+ in 19 years

“Simplicity is the ultimate sophistication” Leonardo da Vinci

(T + C + ECF) x DE = Success

Talent

Cecil Van Tuyl“It is all about

people, people, people.”

“ You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”

The level of highly satisfied and engaged

EMPLOYEES in your business.

The number one factor in increasing the level of highly satisfied and engaged

CUSTOMERS in your business is…

Key Drivers of Customer Satisfaction and Loyalty

TolerateNothing

Less

From: Practice What You Preach by Maister

Global study:16 countries529 companies15,589 respondents

Customer satisfaction drives customer loyalty… and customer loyalty drives profitability

A 5% increase in loyalty among your best customers…

Can produce a profit increase of…

25% – 85%

100%

90

80

70

60

50

40

30

20

Extremely Dissatisfied

SomewhatDissatisfie

d

SlightlyDissatisfie

dSatisfied

Very Satisfied

Zone of Defection

Zone of Indifference

Zone of Affection

Loyalt

y

Customer Satisfaction

Terrorist

Evangelist

I hate you

I don’t care about you

I love you

Actively disengaged employees can reduce total revenues by

up to 22% while highly satisfied and engaged employees

can drive profits up by as much as a 189%

Culture = Cash

What do engaged employees look like?

1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.

1 - 10

Extreme

Customer

Focus

Web of Value: VOC + MOT = WOM

VOC

How Many of these do you employ?

Moments Of Truth

TEC / Vistage / EO / YPO = 2,000 CEOs

1. Lack of a well-communicated vision and strategy for growth.

2. Lack of courageous communication.

3. Tolerating mediocrity.4. Lack of accountability and

disciplined execution.

Ideas to ACTION

10 – 15 %

Where are we going + how will we behave on the way?

FocusDifferentiation“No”

Stakeholders + guiding collation

Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions

Procedures / ProtocolsRepeatable ProcessClear / consistent / relentless

Training +time / money /

supplies / people

Measure / TrackCommunicate

Transparency Renewal

Praise + Celebration and

Eliminate Mediocrity

Accountability

1. 100% Clarity

2. Agreement

3. Tracking

4. Coaching

5. Reward / Punishment

Thank You

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

My email address is: [email protected]

** Please connect with me on LinkedIn **

Also, you might find value in the ideas I share in my blog. You can sign up for it at:

www.blog.johnspence.com

Lastly, these slides have already been uploaded to:

www.slideshare.net/johnspence