Presentation on theme: "Driving Force Australia"— Presentation transcript:
1Driving Force Australia Maximise your sales performance through increasing employee engagement & developing quality long-term customer relationships
2The Engagement Profit Chain Engaged employeesHigher service standards, productivity and qualityIncreased customer satisfaction and loyaltyIncreased sales due to increased referrals and repeat businessIncreased profit / shareholder returnsEmployee engagement directly impacts customer loyalty which in turn directly impacts sales & profit.Heskett and Sassar (2008)In their study, they found that a 5% increase in customer loyalty alone can boost profits by 25-85%.One reason this is so high is because there are less costs associated with servicing existing customers than continually sourcing new customers.Aon Hewitt (2011) conducted a survey of over 124,000 employees across 200 companies, in Australia and New Zealand. They found that companies with an engagement score of 65 per cent or higher have, on average, profit growth four times that of other organisations.
3The Employee Engagement Challenge Engaged employees are:more passionate about striving for company goalsmore productivemore willing to recommend their employer to others andstay longerSignificant number of studies done on employee engagement.All the results agree – on average only 1/3 of the workforce reporting to be engaged.The 2009 Gallup Engagement Index (42,000 employees) confirmed that only 33% are engaged, 49% are disengaged (employees who have lost passion and neglect to put energy into their work) and 18% were actively disengaged (that is disruptive and hindering the achievement of the organisations goal).As desirable as engaged employees are,and despite all the efforts to increase it, on averageonly one third of the workforce is engaged.
4What’s unique about our approach? Meta-engagement: the way engagement is driven, must be engaging.Engagement must be a shared responsibility: we can help at the organisational, managerial or individual employee level.Some initiatives fail because they are too focused on improving the employee value proposition (benefits) and not on engaging intrinsic motivators.
5Facilitating Employee Engagement Examples of Solutions Driving Force Australia can facilitate in your organisationCreate an engaging workplace cultureDevelop engagement skills in managersHelp staff take responsibility for their own level of engagementReposition employer brandImprove role clarity through job descriptionsRevise recruitment processesDesign & implement performance management processesImprove talent management systemsReview reward & recognition practicesTypical Symptoms of Low Levels of Employee EngagementWorkplace conflictsLack of accountabilityPoor performancePoor safety or staff attendance recordsLow levels of respectHigh or low staff turnoverCommunication issuesErica Collins
6Customer Loyalty Revenue per transaction Transactions per year Revenue per customer per year# years as customerLifetime value of customer$10010$1,000$10,000Ashley’s blogThe lifetime value of a customer is the total revenue they will bring to your business across their entire relationship with you.The diagram shows that a simple one-off transaction of $100 from a customer who purchased the product / service ten times per year over a ten year period could ultimately spend $10,000.Too often these customers are treated like they are only worth $100, not the real worth to your business of $10,000+. What if they also recommended your business to ten other customers?
7Maximising Sales Consulting Examples of Solutions offered by Driving Force AustraliaDrive a customer focussed cultureDevelop sales capabilities in sales staffBuild relationship skillsIncrease emotional intelligenceImprove personal effectivenessReview & improve sales processesDevelop sales managers and/or teamsTypical Symptoms of Less than Optimum SalesPoor or reduced sales resultsHigh level of customer complaints or no customer complaintsBoss unsure what sales staff doLack of new customersHigh customer attritionAshley Collins(03)