Date post: | 12-Jun-2015 |
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Business |
Upload: | john-spence |
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The NEW Normal?
www.slideshare.net/johnspence
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-lishis
“Simplicity is the ultimate sophistication” Leonardo da Vinci
Successful Strategy =
Valued Differentiation x
Disciplined Execution
1
• Quality• Speed• Price• Location• Distribution• Customization• Relationship• Proprietary Technology• Terms• Values of the company• Unique Expertise
1
• Quality• Speed• Price• Location• Distribution• Customization• Relationship• Proprietary Technology• Terms• Values of the company• Unique Expertise
Key Competitive Advantages
ProductsTSBOTS
PeopleTrustedAdvisor
ProcessVOCMOT
I HATE Process!
T.S.B.
People & Process
PRO CE SS
VOC
2
VOCSurveys
Focus Groups
Customer Panels
Comment Cards
Complaints Employees
Competition
Advisory Board
Website
Social Media
2
2
Workshop - 3• How many ways are YOU currently
listening to the voice of YOUR customers?
• How many was can you add?
MOT
3
Dry CleanerHair SalonTailorPlumber
Workshop – 3 & 4• What are YOUR MOT with your
customers?• What must you do flawlessly for
your customers EVERY time?
Trusted Advisor
Keeping the 1 to 1 PromiseC+R+I
SO
5
But ONE is NOT Enough
Network of Influence• Champion• Advisor• Key Decision Maker• Key Influencers• Users• Opponents
5
How do you get to these people? TMP
Workshop - 5
• Pick your top three accounts.• Who are three additional people
you should be talking to in that account?
Trusted Advisor• What are the MOST
important things that a Trusted Advisor MUST do to prove their value to the customer?
6
Some suggestions…• Superb pre-call planning.• Every sales call adds real value.• Come to every meeting completely prepared.• Follow-up all meetings and calls with documentation
and necessary action steps.• Check-in with your customers often to be sure that
they are pleased with the parts and service.• Be proactive and offer pertinent suggestions.• DWYSYWD• Run to the problem if one occurs.
6
Workshop - 7• Create a checklist of the key things you MUST
do in order to position yourself as a true trusted advisor.
• What are the things you must do with every customer, every time, to make sure that they see you as someone who adds real value to their business, as a partner and peer, as a true trusted advisor?
Key Point
• Visibility drives accountability.• Accountability drives engagement.• Engagement drives customer
satisfaction and loyalty.
Ambiguity Breeds Mediocrity!
MPS Margin Per Sale
Trust
Customer Service
Customer Retention
Team Workshop - 8• In your teams compare and contrast the
various lists you have created about the necessary steps in being a Trusted Advisor, and boil it down to a master-list of the top 4 to 7 things that you all agree are the most important things that must be done every time.
• These items will become the key elements of your dashboard.
Summary• The key is Nimbleocity!• Valued Differentiation x Disciplined Execution• Products – People – Processes• Own the VOC• Nail the MOT• Be a TRUE Trusted Advisor• Build a network of influence in EVERY account• Create a dashboard of critical actions – and do
them ALL – EVERY DAY!!!!!!!!!!!!!!!!!!!!
Successful people willingly do what unsuccessful people are unwilling to do!
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