Topic 1: Bringing Out the Best in Others!
Session Description:
Tom’s research has uncovered some amazing facts about high performance. He found three environmental factors common to all high performers – including two-thirds of the people listed in Who’s Who, twenty-one of the twenty-three first astronauts, 45% of the female world leaders between 1960 and 1999, and 55% of Supreme Court justices.
More importantly, because these are environmental factors, the skills to create them can be learned. Participants get that capability in this session. They learn how to use the three factors to craft a high performance climate that creates and sustains the energy and commitment necessary to get Sustained Superior Performance (SSP).
Previous participants have used these tools to improve sales productivity from 80% of target to 133% of target, reduce costs by 18%, rescue slumping performers, and take team performance to another whole level.
Here’s the bottom line. Everyone knows at least one person who’s underperforming. Now they can fix that situation! If you want practical leadership tools that markedly boost performance within 30–60 days, this session is for you.
Key points include: - How to create a permanent climate of Sustained Superior Performance.
- How to improve teamwork and enhance positive communications.
- The five coaching steps necessary to "supportively confront non-performance".
- Why "playing to win" is considerably different than "playing not to lose" and how to get people playing the right way.
- Why most performance improvements are temporary and how to make them permanent.
Presentation length: one to six hours
Alternate presentation titles:
High Performance Leadership; Creating and Maintaining High Performance; People, Productivity, and Profits.
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Topic 2: Handling Difficult Discussions
Session Description:
Discussing their poor performance with someone on your team or a lack of cooperation from another functional area usually produces several things – none of them good. The net results usually include a short-term improvement in performance (followed by a longer term drop), anxiety and stress for both parties, a decrease in trust and teamwork, and lingering discomfort for all parties.
Tom has a positive alternative. Not by avoiding the issue, because that just makes things even worse – but by "supportively confronting non-performance". This process has proven itself effective in reducing stress for all the involved parties, improving performance, building teamwork, and enhancing communications.
Key points include: - How to avoid the two questions that mire discussions in emotional quagmires that produce stress and anxiety for all parties.
- How and when to use the two questions that improve flexibility by breaking old patterns of thinking and behaving.
- How to generate more improvement options than ever before.
- What it takes to get genuine commitment rather than compliance.
- When to stop helping slumping performers and "make them available to the marketplace."
Presentation length: one to three hours
Note: This session can also be included as part of "Bringing Out the Best in Others" or as a supplementary breakout session.
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Topic 3: Creating Exceptional Customer Experiences!
Session Description:
The bottom line premise is that "a brand does not and cannot exist separately from your customer’s experience. Put simply "your customer’s experience becomes your brand!"
Tom shows participants how creating exceptional customer experiences – which he labels experiential branding – moves customers to a state of loyalty he calls the "advocate". He also shows how different experiences move customers through the four states of loyalty that precede the advocate.
But knowing the full importance of exceptional customer experiences isn’t the same thing as knowing what to do right now. Tom takes you behind the scenes at companies that create world-class experiences and combines that with the latest research to show you how to capture the hearts and minds of your customers.
His research content comes from hundreds of focus groups he and his partners have conducted covering more than 110,000 customer transactions.
Key points include: - Why, in the eyes of your customer, your competition isn’t who you might think it is and what to do about that.
- How to build stronger partnerships with your customers.
- How to capitalize on the one internal factor that stands out above all others as the largest single predictor of customer loyalty.
- Why customers use a unique two-step process to evaluate their experience and what to do about it.
- How to use a certain type of question that puts a lock on customer loyalty.
Presentation length: one to six hours
Most frequent presentation titles:
Getting a Grip on Today’s Changing Customer, Creating and Keeping Customers in Today’s Changing Market
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Topic 4: Lean 6 Sigma
Session Description:
One of the key ingredients in building a lean organization is to be 100% sure that you're creating exceptional customer experiences. Lean efforts should keep and make more robust those things that enhance customer value. Tom has kicked off more than 60 meetings involving 3000+ senior executives from Global 100 companies. Each firm had embarked on a major effort to combine lean thinking and six sigma into a powerful corporate strategy.
Following Tom, other experts on the topics of lean thinking and six sigma describe the leadership tools necessary to successfully implement Lean 6 Sigma efforts.
Tom's role is show senior leaders what world class customer focus looks like, facilitate a customer panel discussion of how customers experience that particular firm, and then help the senior leaders create the action steps to close the gap. On the succeeding days, participants see how to lean processes out and then reduce the variability of those processes. Finally, they look at the role of culture and creativity in ensuring that the changes are permanent.
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