LARRY HOCHMAN www'larryhochman'com

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LARRY HOCHMANwww.larryhochman.com
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The most elusive, and therefore most desired,
quality of leadership is VISIONNelson Mandela
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Great Leadership VISION to SeeCOURAGE to take
action
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Who is your biggest competitor?
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Your biggest competitor isYOUR OWN VIEW OF THE
FUTURE
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Hope IS NOT a strategy
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What does it mean to beECONOMICALLY
COMPETITIVEwhen growth grinds to a halt
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CHALLENGESRISKSOPPORTUNITIES
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In order to Adapt and ChangeYou must be free
ofDenial, Nostalgia and Arrogance
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ALL CHANGE must be based on commercial
realities and focused on MEETING CUSTOMER
DEMANDS
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Customers are neither sheep nor fools
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YOUR COMPETITIVE ADVANTAGEBeing smaller
CLOSER TO YOUR CUSTOMERS KNOW WHAT THEY WANT
FASTER TO RESPOND
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Customer Demands

• LIVES that are LESS COMPLICATED
• SERVICE at the SPEED of LIFE
• INFORMATION at the SPEED of LIFE
• AGILITY, RESPONSIVENESS, FLEXIBILITY
• HONESTY

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During difficult economic timescertain issues
become even more important
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IN A DOWNTURNCustomers MORE DEMANDINGCustomers
MORE DISCERNINGCustomers MORE
CAREFULCustomers LESS FORGIVING
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TELL YOUR STAFFBE OVERTBE PREPAREDBE
SENSITIVE
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NO PASSIVE CUSTOMERSEverybody has a
voiceEverybody wants to use it
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Marketing RealityWord of Mouth and
Reputation more important than advertisingYou
should understand this better than anyone else
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CUSTOMERS IN CONTROL FOREVERTHERE IS NO TURNING
BACK
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INFORMATION and CHOICEgive peoplePOWER and
CONTROL
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CUSTOMER UNIONS
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In the world we now live in COLLABORATION
is the hallmark of VALUE CREATION
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Find the way to COLLABORATEwith your
colleagueswith your supplierswith your business
partnerswith the governmentto BETTER
COLLABORATE WITH CUSTOMERS
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LOYALTY andTHE RELATIONSHIP ILLUSION
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What does Customer Loyalty mean todaywhen
everyone- EVERYONE!!is offering a loyalty card
of some kind
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Loyalty and Relationships depend on BUILDING
TRUST at every point of contact, with every
single person, every minute, every hour, every
day, every week, month of every year
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SUCCESSFUL RELATIONSHIPS Impossible Without
TRUST
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Always tell the truth. That way, you will not
have to constantly remember what you have
saidMark Twain
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It is not just about customers being loyal to
youWhat are you doing to be loyal to them?Do
you have a plan?Do you have a strategy?
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What do you do to show your best customersTHAT
YOU ARE GRATEFUL FOR THEIR BUSINESSnow is the
time to do this when you need them the most
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Brand ValueNot about a promise of
perfectionIt is about gracefully acknowledging
your weaknesses and helping customers when they
need you most
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Loyalty?CLOSETHE PROMISE GAP
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The Promise Gap existswhen the customer
experience does not mirror the customer
promisePerfect examplesLaunch of Terminal 5
HeathrowCALL CENTRES EVERYWHERE
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LOYALTY?Forget about promisesFOCUS ON
DELIVERYFOCUS ON RECOVERY
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NOW IS THE TIMEGet closer to your
customersDiscover what they wantInclude them
and appreciate themDELIVER
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NOW IS THE TIMETake out bureaucracySpeed up
decision makingBecome more agileBecome more
responsive
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NOW IS THE TIMEWhile you are looking at
head-countWhile you are looking at costsWhile
you are looking at process
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NOW IS THE TIME to get CLOSERto get
LEANERto get FASTER
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BIG OPPORTUNITYBIG THREATIf you cut too much
and reduce too much serviceYou may lose them
forever
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ALL CHANGE and INNOVATION driven byPutting
theCUSTOMER AT THE HEARTof everything you do,
say, promise and DELIVER
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New Ideas?New Trends?New Focus?
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WARNING
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The greatest difficulty in the world is not for
people to accept new ideas but to make them
forget old onesJohn Maynard Keynes
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FUTURE SUCCESS?
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More than anything elseYour future may depend
onTALENT
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Are you a MAGNET FOR TALENT?
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Does yourTALENT PLANalign with yourBUSINESS
PLAN??
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TALENT ONLY SOARSWHEN YOU SET IT FREE
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Great Leadership is aboutVISIONCOURAGE
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GET CLOSER GET LEANERGET FASTERGET READY!!
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Hope is not a strategy
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You must become the change you seekGandhi
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Good Luck!!
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Luck is when preparation meets opportunity