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Improvement Methodology

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Bernard Rosauer
Bernard Rosauer
NegóciosTecnologia
1 de 15
Copyright 2008 Evenbetteryet, llc All rights reserved .
“ ” Steady success is good, but it can foster serious weaknesses. Complacency sets in, customer focus declines, creative ideas dry up and before you know it, you are in trouble. Fujio Cho Chairman, Toyota Motor Company Speaking in Traverse City, MI August 4, 2004
Economics of Customer Loyalty Year 1 2 3 4 5 6 Copyright 2008 Evenbetteryet, llc All rights reserved.
Economics of Customer Loyalty ,[object Object],New , stay, stay, stay, stay, stay, stay, stay, stay … New , stay, stay, stay, refer & stay , stay, stay, stay, stay, refer & stay , stay, stay, stay, stay, stay, stay, stay, … New , stay, stay, stay, stay, stay, stay, refer & stay , stay, stay, stay, stay, stay, stay… New , stay, stay, stay, stay, stay, stay, stay… Policyholder Loyalty (better) New Policyholder , stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay
This is all about retaining profitable policyholders and earning unsolicited profitable referrals of family, friends and colleagues. “ ”
[object Object],[object Object],Process “ Detractors” Indifferent/Passive “ Promoters” 3 Areas of Focus Activities Customer Would Pay For Customer wouldn’t pay for but are incidental to providing something a customer would pay for. Customer wouldn’t pay for and are NOT necessary. (Waste) “ Promoters” Indifferent/Passive “ Detractors”
[object Object],[object Object],Process “ Detractors” Indifferent/Passive “ Promoters” A Look Ahead Activities Customer Would Pay For Customer wouldn’t pay for but are incidental to providing something a customer would pay for. Customer wouldn’t pay for and are NOT necessary. (Waste) “ Promoters” Indifferent/Passive “ Detractors”
Growth for growth’s sake… … Means Everything Grows Exponentially Promoters/Activities Customers Would Pay For Indifference/Incidentals Detractors/Non-incidental Activities Customers Would Not Pay For (waste)
Customer And Employee Promoters/Activities Customers Would Pay For Indifferent Customers and Employees Detractors/Non-incidental Activities Customers Would Not Pay For (waste) Profitable Growth = ‘Stickier’ Sales Using Fewer Resources
HOW?
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
Year 1. Learning and Applying Key Concepts Year 2. Continuous Improvement/ Internal Innovation, ‘Pure’ Organic Growth ‘ External’ Innovation/Non-Organic (yet profitable) Growth Organic and Non Organic Profitable Growth Timeline and Methodology
End

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Improvement Methodology

  • 1. Copyright 2008 Evenbetteryet, llc All rights reserved .
  • 2. “ ” Steady success is good, but it can foster serious weaknesses. Complacency sets in, customer focus declines, creative ideas dry up and before you know it, you are in trouble. Fujio Cho Chairman, Toyota Motor Company Speaking in Traverse City, MI August 4, 2004
  • 3. Economics of Customer Loyalty Year 1 2 3 4 5 6 Copyright 2008 Evenbetteryet, llc All rights reserved.
  • 4.
  • 5. This is all about retaining profitable policyholders and earning unsolicited profitable referrals of family, friends and colleagues. “ ”
  • 6.
  • 7.
  • 8. Growth for growth’s sake… … Means Everything Grows Exponentially Promoters/Activities Customers Would Pay For Indifference/Incidentals Detractors/Non-incidental Activities Customers Would Not Pay For (waste)
  • 9. Customer And Employee Promoters/Activities Customers Would Pay For Indifferent Customers and Employees Detractors/Non-incidental Activities Customers Would Not Pay For (waste) Profitable Growth = ‘Stickier’ Sales Using Fewer Resources
  • 10. HOW?
  • 11.
  • 12.
  • 13.
  • 14. Year 1. Learning and Applying Key Concepts Year 2. Continuous Improvement/ Internal Innovation, ‘Pure’ Organic Growth ‘ External’ Innovation/Non-Organic (yet profitable) Growth Organic and Non Organic Profitable Growth Timeline and Methodology
  • 15. End

Notas do Editor

  1. Introduce self.