Building Clients for Life.pptx

Building Clients for Life New Associate Director Journey 2024  WHAT ARE CLIENTS for life? How do you build clients 01 for life…. Trust 02Customer Centricity 03Commitment 04Leadership 05Excellence 06Integrity 07Satisfaction TRUST ….. To build Legacy...

Building Clients for Life New Associate Director Journey 2024  WHAT ARE CLIENTS for life? How do you build clients 01 for life…. Trust 02Customer Centricity 03Commitment 04Leadership 05Excellence 06Integrity 07Satisfaction TRUST ….. To build Legacy “A brand is simply TRUST” – Steve Jobs If people like you they will listen to you but if they trust you, they’ll do business – Zig with you” Zagler  Customers will advocate for your company, shouting from the mountain tops about their trust in your brand or  What is 26/11 - When terror turned into Customer 600 staff members were in the hotel - All of whom who knew the exits/back doors a beacon of hope Centricity? Q. Can you guess how many stayed? ALL This extraordinary customer centricity helped, in a moment of crisis, to turn its employees into a band of heroes. “In the words of Mr Ratan Tata: I can't explain it - there were no manuals; there were no instructions for what should be done in the circumstances; from waiters to managers of the restaurants, ALL had the goal of getting guests to safety” Designing an organization for extreme customer centricity requires several dimensions Commitment in everything you do “Volvo’s Vision 2020” “no one should be killed or seriously injured in a new Volvo car” All its cars will be electric or hybrid in 3 years – The first traditional automaker to announce a deadline Show Leadership Ladies and gentlemen, What is YOUR philosophy on Leadership? How do you inspire your team to do best?  By Example….  How to get them to be better than they think they can be….  How do we inspire ourselves to greatness, when nothing less will do…. In order to build Clients for life, we must all exceed our own expectations! Built on Excellence – being Tough & Competent “Tough means we are forever accountable for what we do or what we fail to do. We will never compromise our responsibilities.” “Competent means we will never take Gene Kranz anything for granted. We will never be found NASA Chief Space Flight Director, Gemini and Apollo Missions short in our knowledge and in our skills.” ‘Kranz Dictum’ “Let excellence be your “Integrity is doing the right brand… when you are thing even when no one is excellent you become watching” unforgettable” – C.S. Lewis – Oprah Winfrey This will generate Satisfaction Amazon ranked #1 in Customer Satisfaction Index 2017 in US and UK “If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering” - Jeff Bezos Build the BRAND and its Loyalty The Apple experience Secret is to build insanely loyal customers who keep coming back again, and again, and again….  “Goodwill is the With BRAND comes GOODWILL… one and only asset that competition cannot undersell or destroy” – Marshall Field The KPMG Way: Building Clients for Life Outcome: A view on the way KPMG is Outcome: A client centric strategy & plan to perceived in various parts of clients validate with your client. This ensures we organization. Enables capitalization on meet the client’s objectives as well as driving positive feedback to confirm strategic growth for both the client and KPMG. direction or take corrective action. Account Plan Client relationship reviews Pipeline / growth targets Engagement reviews Vision, purpose, goals Proposal debriefs Strategic relationship mapping Outcome: Creating a sustainable Outcome: Co-creating solutions, pitching and sales framework by embedding client negotiating with our clients. These opportunities centric behaviors in our day to day are managed through a disciplined pursuits activities. A legacy for the firm framework. For example: Market Edge Leaderships role, tone at the top Client meeting planner Positive and confident mindset Opportunity plans Coaching Culture Opportunity Scorecard Discipline in our accountability Compelling questions MarketEdge: Changing the way we sell and manage relationships MARKET MarketEDGE provides the mindset, discipline and consistent culture we need to build and strengthen Enable our client relationships. It is a direct investment in our ability to create, pursue and win opportunities. Drive Grow E xcel It is critical to… Build connections, Know the Clients Network purpose Deliver consistent experience Build Daily Listen to understand and across multiple channels Habits not listen to reply Create moments of magic Discipline is KEY Thank You!