never cold call again: selling hr to your company
DESCRIPTION
Global keynote Speaker Erik Vermeulen explores how HR departments should embrace "selling" their services to their companies so they can move away from being cost centres to being profit centres.TRANSCRIPT
Never Cold Call Again
Presented by Erik Vermeulen.
HRMC, Gaborone, November 2011
What?StrapColourShapeNumbers
Why?
SHEER DRIVING PLEASURE
BEAT THE BENZ
GLOBALLY CONNECTING PEOPLE
HIP GEEK
Why is company culture important?
68% of customers leave because of poor employee attitude.
41% of customers are loyal because of a good employee attitude.
70% of customer brand perception is determined by experiences with people.
Global Economic Change
Attention Economy Attraction Economy
Interruption Engagement
Reactive Interactive
Big Promises Intimate Gestures
What you need What I want
Right now, Gen Y outnumber Baby Boomers,
96% belong to Social Networks
In 1995, the average
person had 27
connections.
In 2005, the average
person had 215
connections.
Reasons For Losing Customers
• 1% Die• 3% Move• 5% Buy from friends• 9% Prefer a different product• 14% Unresolved service problems• 68% Because they feel that
employees are disinterested in giving service
Service = Experience - Expect
The Service Equation
The Service EquationPeople expect only two things1. That you know they are there2. That they made the right choice by coming to you to satisfy the need
Lesson #1
Service aboveeverything else
There are many ways to skin a cat…..
Lesson #2
Advocacy beatsSelling
Lesson #3Understand that
consumers areirrational
X9 Factor
Trinitron
Lesson #4
Create Mystery
Lesson #5
Ruthlessly give away free
information
Follow me on Facebook: Erik VermeulenFollow me on Twitter: ErikMVermeulenE-mail: [email protected]: www.erikvermeulen.com
Never Cold Call Again