State Farm Fall Planning Conference

Leadership in the NEW Normal

For those who are prepared…For those who are prepared…

…chaos brings opportunity

• The willingness… even enthusiasm… to change

EVERYTHING combined with the wisdom to understand what

must NEVER be changed.

The Key To Success in the New Normal…

•Nimbleocity•Nim-bo-licous

Anyone who tells you they enjoy change…

should seek immediate professional help.

Emotional Response to Perceived Negative Change

Stability

Immobilization

Denial

Anger

Bargaining

Depression

Testing

Acceptance

TimePassive

Active

Emoti

onal

Res

pons

e

1

Managing Positive Responses to Change

Uninformed Optimism

Informed Pessimism

HopefulRealism

Informed Optimism

Completion

CheckingOut

TIME

PESS

IMIS

M

1

Dealing with change and obstacles…

YOU Inc.

The Pattern of Business Success

(T + C + ECF) x DE = Success

2

Talent

Talent + Culture

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…

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

1- 10

Orange Revolution and All In – Gostick and Elton 2

10 Elements of a Winning Culture

1. People enjoy the work they do and the people they work with.2. People take pride in the work they do and the company they work for. 3. There are high levels of engagement, connection, camaraderie and a community of caring.4. There is a culture of fairness, respect, trust, inclusiveness and teamwork.5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth.6. Lots of open, honest, robust and transparent communication across the entire organization.7. The company invests back in employees; there is a commitment to learning, coaching and development.8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best.9. There is high accountability and a strong focus on delivering the desired results.10. There is ample recognition and rewards and mediocrity is not tolerated.

3

10 – 15%

Accountability

1. 100% Clarity + Authority

2. 100% Agreement

3. Track & Post

4. Coach, mentor, train

5. Reward / Punishment

4

Extreme Customer Focus

4

Web of Value: VOC + MOT + WOM

4

Extreme Customer Focus

VOC

4

Moments Of Truth

4

• If you want REPEATABLE success – you MUST have PROCESS.

Customer satisfaction drives customer loyalty… and customer loyalty drives profitability

100%

90

80

70

60

50

40

30

20

Extremely Dissatisfied

SomewhatDissatisfied

SlightlyDissatisfied

SatisfiedVery

Satisfied

Zone of Defection

Zone of Indifference

Zone of Affection

Loyalt

y

Customer Satisfaction

Terrorist

Evangelist

A 5% increase in loyalty among your best customers…

Can produce a profit increase of 25% – 85%

I hate you

I don’t care about you

I love you

WOM = Your BEST form of advertising!

78.9%23.4%

4

43% - 74% of purchasing decision = WOM/T

You MUST have a WOM Referral System

Identify Ideal Client

ReferIdeal Client

From John Jantsch: The Referral Engine4

The keys to building powerful WOM

5

F D A

Questions?????

Final Workshop

• Based on everything we have covered, please create three specific and measurable ACTION steps!

5 and 6

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

PLEASE connect with me on LinkedInAlso, 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/johnspencewww.slideshare.net/johnspence