Leading Success from Purpose - St George Hub June 2016

Editor's Notes

• #2 This is my fourth time presenting at Hargraves Institute conference in 9 years. And I was thinking to myself , could it be because of my track record as a speaker, is it because of my latest innovations, is because of how I bring my services to the Australian market. And then it suddenly dawned on me, the light build went off and everything became clear. Its because I’m cheap and always agreeable to speak at a Hargraves event. No but seriously folks, I’ve been grateful to the network and camaderie and I’ve had with hargraves and the intelligent people I’ve connected with and helped grow my own development as well as that of my ventures.
• #4 Over the last 4 years, I’ve been the CEO of Energesse, which is a specialist firm that focuses on improving patient experience and customer experience in the health and care sector. We are a team of 15 people now and we work with clients and partners in the US, UK, Australia and Asia. Some of you may recognise Darrell Mann one of our team members, who I’m actually know through Hargraves and has played a key role in our development of our products and services. Largely with work health insurers, hospitals, service providers with technology solutions, research and surveys, consultancy and leadership coaching.
• #6 Feedback from last 4 years of customer research, consulting and improving customer experience - we’ve developed the 6 E Framework, which we are unveiling for the first time. Feedback from the executives that we’ve worked with, largely said “don’t just tell me what to do, tell me how to do it” This framework is part of a book that is in development and we are in talks with a publisher and aim to release later this year. So why is this model different to everything else out there? Well, I strongly believe that this is a more authentic and sustainable model for success in managing customers and along the way I’ll show you data on that. Its also a versatile model that can be used in the context of businesses and their customers, as well as healthcare organisations and patients – the model applies equally well.
• #7 How many people have heard of Stephen Covey, put your hands up? Wrong Stephen Covey, put your hand down.
• #8 Traditional Management literature, describes an organisation’s energy or vibe. Which is a set of behaviours that encapsulate a grouping of management terms. In Stephen Covey’s book, Smart Trust, he described and energy as not just physical and emotional wellbeing, but also the creativity and joy that exists within an engaged team. Patient Experience correlated with Staff Experience
• #9 The Japanese call meaning and purpose – your ikigai. Their philosophy is that when employees work to a purpose that is fulfilling, they will perform at their highest level. Your Ikigai , where you perform the best, when you have greatest meaning and fulfilment, is when you are aligned with your purpose. To find your purpose, ask yourself these 4 questions
• #10 Feedback from last 4 years of customer research, consulting and improving customer experience - we’ve developed the 6 E Framework, which we are unveiling for the first time. Feedback from the executives that we’ve worked with, largely said “don’t just tell me what to do, tell me how to do it” This framework is part of a book that is in development and we are in talks with a publisher and aim to release later this year. So why is this model different to everything else out there? Well, I strongly believe that this is a more authentic and sustainable model for success in managing customers and along the way I’ll show you data on that. Its also a versatile model that can be used in the context of businesses and their customers, as well as healthcare organisations and patients – the model applies equally well.
• #11 The Japanese call meaning and purpose – your ikigai. Their philosophy is that when employees work to a purpose that is fulfilling, they will perform at their highest level. Your Ikigai , where you perform the best, when you have greatest meaning and fulfilment, is when you are aligned with your purpose. To find your purpose, ask yourself these 4 questions
• #12 Feedback from last 4 years of customer research, consulting and improving customer experience - we’ve developed the 6 E Framework, which we are unveiling for the first time. Feedback from the executives that we’ve worked with, largely said “don’t just tell me what to do, tell me how to do it” This framework is part of a book that is in development and we are in talks with a publisher and aim to release later this year. So why is this model different to everything else out there? Well, I strongly believe that this is a more authentic and sustainable model for success in managing customers and along the way I’ll show you data on that. Its also a versatile model that can be used in the context of businesses and their customers, as well as healthcare organisations and patients – the model applies equally well.