strategies to energize your services growth and … · inconsistent branding & messages do more...
TRANSCRIPT
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“FOUR STRATEGIES TO ENERGIZE YOUR SERVICES GROWTH AND THRIVE IN THE RECOVERY”RECOVERY
Presented by:Lisa NirellEnergizeGrowth® LLC
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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
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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
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EnergizeGrowth® NOW: GROW Formulag
GapsGaps
RelationshipsWealth Plan
Outlook
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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”
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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
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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
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New Beliefse e efs
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Relationships
Tighten your professional standards Use “instant response” with care Explore odd collaborations to foster breakthroughs Create communities where your clients can EVANGELIZE
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Brand Touch Points Shape RelationshipsBrand Touch Points Shape Relationships
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Zappos Builds Inspiring Communitiespp p g
Copyright 2010, EnergizeGrowth® LLC. All Rights Reserved.
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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
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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
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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
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Starcite’s Breakthrough Service StrategyStarcite s Breakthrough Service Strategy
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Outlook
Inspired or Tired? (Attitude)Partner or Parasite? (Roles)( )Informed or Inundated? (Input)
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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
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Wealth PlanWealth Plan
New “Wealth Quotient” definitionsNew “Wealth Quotient” definitions Track success using leading indicators
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Beryl’s Dashboard
Used with permission, The Beryl Companies, 2008.
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Engage Your Customers to Validate Market Imperativeswww.energizegrowth.com
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Exercise
1. Select one Energy Booster question.2. Discuss with your group/partner.3. Commit to one action step to address it.
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