The NEW Normal?

Kuala LumpurOct 6th 2011

“… death is very likely the single best invention of life. It’s life’s change agent; it clears out the old to make way for the new. Right

now the new… is YOU.”

Steve Jobs

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…

•Nimbleosity•Nim-bo-lishis

Key Competitive Advantages

Products People Process

People + Culture

TB/OE

WOM

VOC

VOCSurveys

Focus Groups

Customer Panels

Comment Cards

Complaints Employees

Competition

Advisory Board

Website

Social Media

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

Know Like Trust Try Buy RepeatIdentify

Ideal Customer

ReferIdeal

Customer

• The highest quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently

superior customer service for an outstanding “Total Buying and Owning Experience.”

MPS Margin Per Sale

Talent

Customer Service

Customer Retention

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

Managing Positive Responses to Change

Uninformed Optimism

Informed Pessimism

HopefulRealism

Informed Optimism

Completion

CheckingOut

TIME

PESS

IMIS

M

The eight major steps of the change process

Build the case for change

Create a strong sense of urgency

Form a powerful guiding

coalition

Create a clear vision for successful

change

Relentlessly communicate

the vision

Empower others to act

Plan for and create short-

term wins

Institutionalize new

approaches

Build an irresistible case for change

Create a strong sense of urgency

Form a powerful guiding coalition

Create a clear vision for successful change and communicate it relentlessly

Empower others to act

Plan for and celebrate small wins

Institutionalize the change

Four antidotes to change resistance1. Bring people face-to-face with the external pressures to change.

2. Engage change “zealots.”

3. Manage feelings & emotions.

4. Support the change with new tools, systems and training.

Here is a KEY message…

Summary• Resistance is futile• Be a Pirate – destroy the box – revel in change• Nimbleosity• Many of the old ways of competing are GONE• Product + People + Process• (T+C+ECF) x DE = Business Success• Establish killer processes for VOC + WOM• Create a dashboard of your key indicators• Manage the change process• Build an eco-system in order to survive and thrive

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

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