Providing Excellent Customer Service. 2010 Annual Conference May 24, 2010 Prepared by: Bob Moore President ICM. Presentation Goals To promote discussion regarding client centered business models Introduce concepts of Frugal and Disruptive Innovation
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2010 Annual Conference
May 24, 2010
Genius combined creativity with analytic capabilities, utilized powers of observation and the scientific method to illustrate the universal order of nature - systems.
Designed and Illustrated:
helicopters tanks Astronomy
parachutes submarines Genetics
canals cannon Diet/Heart Disease
bridges Human Anatomy
>The Invisible Hand >Division of Labor
What makes the text valuable 230 years later:
Key Concept – economic models transform, expand, then succumb to competition and profit compression
The “alarms” of High Profits and High Wages call entrepreneurs to action
Follows Adam Smith’s lead………..
Social Structures are vulnerable to obsolescence, out living the demographics, technology which spawn them
*The “techno-global revolution” presents challenges to government at all levels.
Don’t build yesterdays infrastructure with tomorrows dollars.
The “Techno-Global Revolution” – profound change may last 50 years.
Vanguard Group, Author
Fortune magazine, “Giants of the 20th Century”
“Our financial system in driven by a giant marketing machine in which the interest of sellers directly conflict with the interests of buyers. The sellers having (as ever) the information advantage, nearly always win.”
“Beware of financial innovation. Most of it is designed to enrich the innovators not the investors. These new products enriched their marketers in 2005-2007 only to impoverish their clients who held them in 2008.”
How does the customer feel about his / her interaction with the business?
*like most*like least
The unspoken message was clear
ICM: Business Model
needs & preferences
The Business Model
implement the model
Build and Implement
Good Command Intent provides just enough structure to promote creativity.
Points of Contact present opportunities to Re-write the Narrative
Each “Point of Contact” is an opportunity to shape or reframe a relationship.
“Plan for what is difficult while it is easy, do what is great while it is small.”
The Art of War
“winning without fighting”
“battles are won before they are fought”
“The future belongs to those who prepare for it today.”
*Understand *Diversify *Service
Revenue Funds Service
*Don’t assume you are communicating.*
*Hear the unspoken message.*
1990 – Elizabeth Newton – Ph.D in Psychology, Stanford
“Name That Tune”
10 Songs Every Child Should Know
How many songs will be correctly indentified?
Tappers & Listeners
Elizabeth Newton’s Results
- Tappers predicted 50% successful identification
- Listeners success rate 2.5% (3/120)
The Tapper hears the song in his / her head, overestimates ability to communicate what is known to those who do not.
Develop Customer Service Ideas
*Flatten the Organization
*Bring in outsiders
Entertain Radical Ideas, solution, individuals
Remember: Punctuated Equilibrium, Cognitive DissonanceandDisruptive Innovation
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Institutional Capital Management, Inc.