Take Hold of Your Future - Creating Extraordinary Customer Experience
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Dr Patrick Dixon Chairman Global Change Ltd Fellow, Centre Management Development, London Business School Take Hold of Your Future Create a touch of magic for your Clients
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Keynote for MITIE on global trends and ways to enhance client experience. Presentation by Futurist speaker Patrick Dixon.
Transcript of Take Hold of Your Future - Creating Extraordinary Customer Experience
Dr Patrick Dixon Chairman Global Change Ltd Fellow, Centre Management Development, London Business School
Take Hold of Your Future Create a touch of magic for your Clients
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Fresh thinking in a changing world
Monkeys on diet live longer• After 20 years - 80% alive v 50% on normal calories • Less cancer, diabetes, heart disease, strokes, brain decay
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Slow or no ageing is a reality
• Rockfish, Turtles, some Whales !
• No signs of getting old
1 week every 4
The future is aboutEMOTION
Its all about rela?onship -‐ not
Would recommend you to a friend ?
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Understand your client’s wider world
300 million move to cities in China and!475 million to cities in Africa by 2030 !
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>40% WDP by 2015� IMF - adjusted for Purchasing Power Parity
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4 couples to produce a great-grand child
At same ?me, Europe geEng
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Real Impact of Global Economy
on their business
WGP 1980-‐2013 (%,constant prices)
US GDP 1980-‐2013 (%,constant prices)
EU GDP 1980-‐2013 (%,constant prices)
Vietnam GDP 1985-‐2011
$3.4trillion !
$2.4 trillion !
Reserves
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$2.3 trillion US + $65bn per month !
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Expect relaxed
views about INFLATION
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SUDDEN !
EVENTS
Trouble is -‐ stuff happens,
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“40 seconds to change energy
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Shale gas 33% US supplies
3.3m US jobs $468bn pa + more oil
produced than Saudi by 2020 !
200 years global supply Up from 60 years in 5 years
120,000 terawatts of sunlight /day 7,000 times total power useQUEBEC from ARIZONA MOSCOW from SAHARA
Germany Power Surplus
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• In June 2013 • Electricity prices became nega?ve -‐ minusEU150 / MWhr !!
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AGILE Create outstanding client experience with flexible, dynamic leadership that anticipates client change
Our teams need to understand
Here’s an example...
Who gets annoyed when asked to
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RESPOND FAST !
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VERY PERSONAL Our teams need to understand
Digital Control
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FOCUS ON REAL !
UNMET NEED
Rebalancing Air Conditioning
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Save 30-‐50% energy -‐ payback 4 years
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BE DIVERGENT !
All true innovation means doing things differently in a
tightly integrated way to serve customers better
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Creating magic for clients often costs
NOTHING !
USE your EYES
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CREATE SURPRISE Lesson from Retail:
Mobile influences $29bn of retail sales in UK 50% of all UK online sales are using mobile
Over 4000 road hauliers in EU
1.3bn home delivered e-‐com items in UK a year (+12% pa)
DELIVER EARLY
ADD TOUCH OF GENIUS
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Inspire with higher c
PURPOSE Star Awards
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•Individuals •Family •Clients •Investors •Community •Wider World !
Making Life Bejer !
Dr Patrick Dixon Chairman Global Change Ltd
Take Hold of Your Future globalchange.com
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Slides and Videos -‐ 15 million visitors !
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The Magic of Business !
Share an amazing experience as a customer
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What does it mean for MITIE ? !
