John McKean is the Executive Director of the
Center for Information Based Competition, which
provides thought-leadership to help businesses
advance their understanding of customers, both
as consumers and human beings. John is also
known as the Visionary of Choice for many top
companies! (
go
here for the full list).
John is a best-seller & has been voted best
speaker! He is frequent
ly
called on by the world's leading businesses to
inspire new levels of customer awareness and
effectiveness through fact-based insights and a
passion for customer excellence. John McKean's
real world customer work is balanced with the
academic rigors of guest lecturing at MIT Sloan
Graduate School and postgraduate work at Harvard
University. He holds a degree in Economics and a
Master's degree in Business.
Mr. McKean’s experience spans twenty years of
operational success in Sales, Marketing, and
Service enabled by powerful information
capabilities in both the private and public
sectors.
Mr. McKean academic rigors include teaching,
studying, and research at some of the world’s
top universities. These include: MIT’s Sloan
Graduate School of Management - guest lecturer
for the application of advanced technologies,
Harvard University - Postgraduate International
Monetary Economics and Finance with research in
international technology transfer, Georgetown
University - postgraduate work in international
trade, University of New Hampshire - Masters
Degree in Business and Marketing, Hartwick
College - Undergraduate studies in Economics and
Political Science.
MOST REQUESTED TOPICS:
Mr. McKean addresses subjects centered around
the work and research of CIBC. These subjects
are typically focused on the coordinated effort
to profitably achieve customer value through the
use of a sophisticated information approach. The
basic of these sessions are drawn from the
customer-intensive industries of Financial
Services, Telecommunications, and Retail. Below
is a list of the major themes for training
events, executive summits, customer-focused
motivational seminars, and sales and marketing
strategy workshops.
Unleashing your “Small Corner Shop": Treating
Customers as People
Organizations are investing in sophisticated
sales and service approaches, yet consumers
continue to become less loyal. Why?
Organizations focus up to 90% of their resources
on sales and service effectiveness for customers
as “consumers" yet the consumer elements drive
less than 30% of their buying decision. Over 70%
of their buying decision is based on how they
are treated as people. Despite this, less then
10% of an organization’s resources are focused
on treating customers like real people.
35 Industry Leaders such as Ritz-Carlton, Walt
Disney, Fidelity Investments, Verizon Wireless,
and Wal-Mart joined McKean’s 3 year research
study to discover what customers as people
remember most about their Sales, Marketing, and
Service. From this research, McKean created a
powerful new approach with organizations such as
Bank of America and Harvard Business School
heralding its innovative science around creating
a consistent “small corner shop" feel across
every touch-point of a large organization.
In this keynote presentation UNLEASHING YOUR
SMALL CORNER SHOP, audiences will learn how to:
* Unleash the power of your “small corner shop"
at every touch point
* Foster consistent customers as people
treatment in human & technology channels
* Create the little things in every interaction
so they Buy, Buy more, & Tell others
Creating Information Mastery: Secrets of the
Customer Race
As businesses evolve in this new millennium,
most firms find themselves in a never-ending
parade of marketing, service, and loyalty
approaches with all the enabling technologies,
yet still find themselves only marginally closer
to their customers. Why?In essence, most firms
have found that these powerful customer
approaches require a customer information
competency beyond what they currently possess.In
response, they have invested over 80% of their
customer information investments in technology
despite the recent evidence that shows
technology only determines 10% of the firm's
ability to apply its customer information. 90%
of the determinants are non-technological in
nature and received relatively little
coordinated investment. These determinants lie
in the most difficult areas to address-people
skills, processes, organizational structure,
culture, leadership, and information itself.
In this keynote presentation CREATING
INFORMATION MASTERY, audiences will learn how
to:
* Identify the right investment balance between
the 7 Information Competencies
* Translate information investments into
Customer Initiative ROI
* Apply lessons learned from 32 Leaders in
Information Mastery
PRODUCTS:
Customers Are People ... The Human Touch
Information Master ... Secrets of the Customer
Race
