A few “killer slides” (well as far as I see them)

I would hazard a guess that most CEOs see IT investments as a “strategic necessity,” but see

training expenses as “a necessary evil.”

Do we have an Execution Gap?

Execution GapVision Customers

Management may havea vision...

...of a customer experiencethat delivers value

But the frontlinereality is often...

...a delivery team lacking the clarity, ability,and support to execute effectively.

Performance Coaching

120%

100%

80%

90% 92%

107%

< 2 hours pm 2 to 3 hours pm

3+ hours pm

Teams receiving little or no coaching under perform by a significant margin

On average, teams that report receiving more than three hours coaching per month exceed their goals by 7%

Source: Sales Executive Council Research 2005

120%

100%

80%

90% 92%

107%

< 2 hours pm 2 to 3 hours pm

3+ hours pm

Teams receiving little or no coaching under perform by a significant margin

On average, teams that report receiving more than three hours coaching per month exceed their goals by 7%

Source: Sales Executive Council Research 2005

Communications is core to building confidence and resolving concerns with the

staffIngredients Needed for SuccessIngredients Needed for Success

VisionVision + IncentivesIncentives+ ResourcesResources+ SkillsSkills + Action PlanAction Plan= SuccessSuccess

OutcomeOutcome

VisionVision + IncentivesIncentives+ ResourcesResources+ SkillsSkills + Action PlanAction Plan= ConfusionConfusion

VisionVision + IncentivesIncentives + ResourcesResources+ SkillsSkills + Action PlanAction Plan= No / slow ChangeNo / slow Change

VisionVision + IncentivesIncentives + ResourcesResources+ SkillsSkills + Action PlanAction Plan= FrustrationFrustration

VisionVision + IncentivesIncentives + ResourcesResources+ SkillsSkills + Action PlanAction Plan= AnxietyAnxiety

VisionVision + IncentivesIncentives + ResourcesResources+ SkillsSkills + Action PlanAction Plan= False StartsFalse Starts

xx

xx

x xxxxx

Communications = Conversations

Staff want information rather than a promo piece

They want to hear real information and be able to ask questions

So the aim is for a conversation + agent enquiry email

Sales Accelerator- Using WILO methodologyA consistent process that brings rigor and accountability to managing the customer experience across product silos and channels of distribution.

ActivityAssessment

ActivityDeployment

Trend-BasedAnalysis

Team andIndividual

Development

A x E = R

• Results to plan?

• Activities to plan?

• What does this tell us about effectiveness?

• What will we do differently?

• Analytics-driven management guidance and coaching

• Critical priority activities with success measures for producers

• Resource allocation

• Peer-based accountability

• Assessment of success measures

• Accountability for activity completion

• Key tactical insights

• Tactical management coaching for gaps

• Identified development opportunities based on Analytics

• Targeted product knowledge and skill development for gaps

• Preparation for key activities

• Cross-line of business account penetration