results.com webinar number 2
DESCRIPTION
TRANSCRIPT
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Leadership and the NEW Normal?
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Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by:
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What does this mean to me?
How can I use this idea?
What can I do right away?
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Key Competitive Advantages
Products People Process
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People + Culture
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Management Wants:
• Innovation
• Creativity
• Initiative
• Customer Focus
• Disciplined execution
• Accountability…
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Ownership Mentality
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Employees Want:
Positive Culture
Fun
Family
Friends
Fair
FreedomPride
Praise
Meaning
Results
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SBA
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PROCESS:• The highest quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently
superior customer service for an outstanding “Total Buying and Owning Experience.”
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VOC + MOT + WOM
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VOC
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Moments Of Truth
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What are your MOT
9
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43% - 74% of purchasing decision = WOM
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78.9%23.4%
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Know Like Trust Try Buy RepeatIdentify
Ideal Customer
ReferIdeal
Customer
The Referral Engine – John Jantsch
Process
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VOC
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VOCSurveys
Focus Groups
Customer Panels
Comment Cards
Complaints Employees
Competition
Doosan
Website
Social Media
How Many of these do you employ?
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Process
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Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by:
![Page 30: RESULTS.com webinar number 2](https://reader033.vdocuments.net/reader033/viewer/2022051210/54c187824a7959676d8b45ec/html5/thumbnails/30.jpg)
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
My twitter address is: @awesomelysimplePlease feel free to “friend” me on FB
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
Thank You
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Leadership and the New Normal• One day only! • Thursday 15 March 2012• Eden Park, Auckland – New Zealand• To register go to:
www.results.com/john-spence• Email: [email protected]
Brought to you by: