How do you acquire more customers and grow your sales without selling? How do you make what your business sells so attractive that customers are delighted to be a great reference for you? How do you develop deep and long lasting customer relationships that deliver amazing loyalty and returns? See the video which accompanies this presentation at: http://youtu.be/JhojOazWMyY John McKinstry is the Managing Director of nem Australasia Pty Ltd (http://www.nem.net.au). His new book "Treat Your Customers Like Animals" explains how to use the VALUE Encounter approach to achieve a non-selling, value-adding business culture that profitably leads to sales growth. Darrell Weekes is the Director of Strategy at Attache Software (http://www.attache.com.au). He explains, at this presentation and book launch within Sydney's Aquarium, how his company adopted the VALUE Encounter approach - achieving a non-selling business culture that drove sales and customer loyalty.

1. Book
Introduction
Sydney Aquarium
5th June 2013
www.nem.net.au

2. Author
John McKinstry
Managing Director
nem Australasia Pty Ltd
www.nem.net.au
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3. Presenter
Darrell Weekes
Director of Strategy
Attache Software
www.attache.com.au
3

4. People have grown tired of
traditional sales techniques
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5. TheVALUE Encounter means
never having to “sell” again
5

6. nem uses theValue Encounter
methodology.
A counter-intuitive approach which
respects customers and uncovers what a
business needs in a non-selling
environment.
6

7. Traditional
Customer
Segmentation
A flawed approach because it
relies on what we know and
doesn’t capture what the nature
of the relationship with the
client.
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8. The 3 Cornerstones
• Understand the customer
relationship - identify clients
as animals as a measure of
your knowledge of them
• Secure the engagement using
aVALUE Encounter meeting
to uncover their business or
personal objectives.
• Value delivery - balancing
what your client wants with
what they need to do to
obtain it

9. etc
Client
nem
Client
nem uses the
“Johari
Window”
We uncover what we don’t
know.
We identify valuable
information.
It leads to better customer
understanding and
segmentation.
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10. The Elephant
10

11. The Tiger
11

12. The Cat
12

13. The Kitten
13

14. Case
Study:
Applying the
VALUE Encounter
Methodology
14
Helping Business Owners
ImproveTheir Business

15. A better way to
answer this
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