how to build a happy profit happy people company?
TRANSCRIPT
The Purpose Initiativeest. 2014 by Talent Monitor
TALENT MONITORI N S P I R E T O T R A N S F O R M
The Purpose Initiative
THE CUSTOMERIN CHARGE OF YOUR BUSINESS?
The Old Days
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Customers were easy to reach, you managed the channel. Sales was challenging but straightforward.
The Purpose Initiative
TODAY THE STORY HAS CHANGEDCUSTOMERS ARE HYPER-INFORMED, BETTER PREPARED.
The Purpose Initiative
THEY KNOW MORE
THEY EXPECT MORE
THEY CHANGE MORE
The Purpose Initiative
Welcome to the
CUSTOMER-LED ECONOMY
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We have entered
THE AGE OF THE CUSTOMER
So we all became “customer centric”
“Customer experience” is the new holy grail
Companies are organising themselves around customers
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MILLION SEARCH RESULTSfor “customer experience” on Google (2013)
19,9
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CHIEF CUSTOMER EXPERIENCE OFFICER
VP, MEMBERSHIP EXPERIENCE
CHIEF EXPERIENCE OFFICER
CHIEF CUSTOMER OFFICER
VP, CLIENT & SOCIAL MEDIA EXPERIENCE
BETTER MEASURE RESULTS?
The Purpose Initiative
ADDING HEADCOUNT?
INVESTING IN TECHNOLOGY?
How are you getting
CLOSER TO YOUR CUSTOMERS?
ADDING HEADCOUNT?
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How are you getting
CLOSER TO YOUR CUSTOMERS?
50% “Less vacancies after 2008 recovery”
-European Vacancy & Recruitment Report 2014
INVESTING IN TECHNOLOGY?
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How are you getting
CLOSER TO YOUR CUSTOMERS?
1in5 “Only 1 in 5 CRM projects increase revenue”
-CSO Insights
BETTER MEASURE RESULTS?
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How are you getting
CLOSER TO YOUR CUSTOMERS?
85%“Of CFO/CIOs don’t know how to analyse the big data they collect”
-KPMG Survey 2014
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It’s time for organisations to transform
OR BE LEFT BEHIND
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T h e q u e s t i o n t h e n a r i s e s :
HOW TO TRANSFORM?
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88%FIND GETTING CLOSER TO CUSTOMERS A TOP PRIORITY IN THEIR STRATEGY
FOR THE NEXT 5 YEARS (IBM GLOBAL STUDY).
OF CEO’s
72%ALSO SAID THEY WERE TIRED FUNDING INITIATIVES THAT DON’T HAVE A CLEAR INDICATION
OF WHERE REVENUE INCREASE WILL COME FROM (FOURNAISE MARKETING GROUP)
OF CEO’s
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S O T H E M E S S A G E I S C L E A R
GET CLOSER & PROVE IT
B U T …
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71%INDICATE THAT THEY ARE NOT ENGAGED ANYMORE AT THEIR JOB (PROFILES
INT’L STUDY)
OF EMPLOYEES
50%SAID THEY FEEL STRESSED AND UNTRUSTED AT WORK (SERV STUDY FLANDERS)
OF EMPLOYEES
HAVE A HIGH RISK TO DEVELOP A BURN-OUT (SERV STUDY FLANDERS)
68% OF EMPLOYEES
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THERE IS A CONNECTION, OBVIOUSLY
HOW TO SOLVE THIS ISSUE?
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ENGAGE PEOPLE EMPOWER PEOPLEPROVIDE A PURPOSE
How are you getting really
CLOSER TO YOUR CUSTOMERS?
PROVIDE A PURPOSE
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How are you getting really
CLOSER TO YOUR CUSTOMERS?
WHY “People by WHY you do it, not what or how”
-Simon Sinek
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How are you getting really
CLOSER TO YOUR CUSTOMERS?
ENGAGE PEOPLE
3 “Imperatives of engagement:”
• Autonomy • Mastery • Purpose
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How are you getting really
CLOSER TO YOUR CUSTOMERS?
EMPOWER PEOPLE
5 “Dysfunctions of managers/teams:”• Trust • Conflict • Engagement • Accountability • Results
-Patrick Lencioni
The Purpose Initiative
We bring you
THE PURPOSE INITIATIVE
Purpose Definition for Businesses
Engage People into Action
Empower Teams to Deliver Great Customer Experience
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BUSINESSPurpose SettingManagement ActivationSales ActivationOperations Activation
{PEOPLE
CoachingTeam ActivationWork Pleasure{
NETWORKBrand ActivationHappy ProfitIndividual CoachingWake Up Call
{
3 THE PURPOSE INITIATIVES:
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THE PURPOSE INITIATIVE RESULTS:
HAPPY PROFIT & HAPPY PEOPLE
–Dirk Minnebo Managing Partner Talent Monitor &
The Purpose Initiative Founder
“Inspire to Transform - that’s our mission.”
The Purpose Initiative
The Purpose Initiative
The Purpose Initiativeest. 2014 by TALENT MONITOR
Contact: M: +32 498 128 736
E: [email protected] W: www.talent-monitor.com
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2000 Antwerp Belgium
TALENT MONITORI N S P I R E T O T R A N S F O R M