“FOUR STRATEGIES TO ENERGIZE YOUR SERVICES GROWTH AND THRIVE IN THE RECOVERY”RECOVERY

Presented by:Lisa NirellEnergizeGrowth® LLC

Today’s Outcomes

Identify new services growth opportunities and barriers C f i h l iConfront common resistance to growth planningTake actions to EnergizeGrowth® NOW

Squeeze PlaySqueeze Play

YOUR COMPANY Increased “channel chatter”Increased  channel chatter   Inconsistent branding & messages Do more with less talent

YOUR CUSTOMERS Overworked Crave simplicityp y Changing priorities & power

THE ECONOMYTHE ECONOMY Increased labor & materials costs Cash stockpiles ($1.84T in U.S)* Tighter creditTighter credit

* Source: The Wall Street Journal, 7/20/2010

EnergizeGrowth® NOW: GROW Formulag

GapsGaps

RelationshipsWealth Plan

Outlook

GapsGaps

1. Lack of a written, easy to understand plan2. Limiting beliefs

“The Beast loves to take dreams and turn them into nightmares.” ‐‐ Daryl Conner, Author, “Managing at the Speed of Change”

Questions to Manage the Beast

1. What is a specific result you want that you don’t have now?2. How are you behaving when you are being that way?3. If it were impossible to be that way, who would you prefer to be p y, y p

instead?4. What kind of actions and results could those ways of being 

produce for you?5. Who do you choose to be?  “Who I choose to be is…” 6. What is the first action you will take that expresses that way of 

being, and that will move you towards your desired result?

Source: Robert Middleton, www.actionplan.com inspired by Byron Katie

Exercise

1. Identify the Beast in your organization. 2. Be specific.3. Use these questions to build a strategy to tame the Beast.q gy

New Beliefse e efs

Relationships

Tighten your professional standards Use “instant response” with care Explore odd collaborations to foster breakthroughs Create communities where your clients can EVANGELIZE

Brand Touch Points Shape RelationshipsBrand Touch Points Shape Relationships 

Zappos Builds Inspiring Communitiespp p g

Copyright 2010, EnergizeGrowth® LLC. All Rights Reserved.

Building a breakthrough businessCompetitive(nodistinguishable

Distinctive(a few things make your

BreakthroughDominance( b d l ddistinguishable 

characteristics)make your company unique)

(nobody else does what we do)

ProductProduct (tangible)

Service (intangible)

Relationship

Source:  Alan Weiss, www.summitconsulting.com

Building a breakthrough businessCompetitive(nodistinguishable

Distinctive(a few things make your

BreakthroughDominance( b d l ddistinguishable 

characteristics)make your company unique)

(nobody else does what we do)

Product credit cardsProduct (tangible)

credit cards

Service (intangible)

Most ISPs

Relationship Success fees 120,000 in fan club

BMC Software: Creating Distinctive Relationships 

“We are the catalysts for ensuring customer loyalty...as a delivery organization, we use to be victims of what comes out at the bottom. Now we are much more active in many of the upstream decisions that affect customerin many of the upstream decisions that affect customer value realization, including positioning the right services and influencing product direction.”

‐‐ Alisa Nessler, Vice President, Enterprise Services Management 

Starcite’s Breakthrough Service StrategyStarcite s Breakthrough Service Strategy

Outlook

Inspired or Tired? (Attitude)Partner or Parasite? (Roles)( )Informed or Inundated? (Input)

WHAT’S YOUR SERVICE OUTLOOK?

“Customer service is the new marketing It now livesCustomer service is the new marketing. It now lives in the public domain. The lines are very blurred.”

Wendy Lea CEOWendy Lea, CEO

Wealth PlanWealth Plan

New “Wealth Quotient” definitionsNew “Wealth Quotient” definitions Track success using leading indicators

Beryl’s Dashboard

Used with permission, The Beryl Companies, 2008.

Engage Your Customers to Validate Market Imperativeswww.energizegrowth.com

Exercise

1. Select one Energy Booster question.2. Discuss with your group/partner.3. Commit to one action step to address it.

Join our community…and take action NOW

Phone: 541‐593‐8787E il li @ i thEmail: lisa@energizegrowth.com     

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Enjoy the Ride