Global keynote Speaker Erik Vermeulen explores how HR departments should embrace "selling" their services to their companies so they can move away from being cost centres to being profit centres.

1. HRMC, Gaborone, November 2011
Never Cold Call Again
Presented by Erik Vermeulen.

2. What?
Strap
Colour
Shape
Numbers
Why?

3. SHEER DRIVING PLEASURE
BEAT THE BENZ

4. GLOBALLY CONNECTING
PEOPLE
HIP GEEK

5. Why is company culture
important?

6. 68% of customers leave
because of poor employee
attitude.

7. 41% of customers are loyal
because of a good employee
attitude.

8. 70% of customer brand
perception is determined by
experiences with people.

9. Global Economic Change
Attention Economy Attraction Economy
Interruption Engagement
Reactive Interactive
Big Promises Intimate Gestures
What you need What I want

10. Baby
Boomers,
96% belong to Social Networks

12. In 1995, the In 2005, the
average average
person had person had
27 215
connections. connections.

13. Reasons For Losing Customers
• 1% Die
• 3% Move
• 5% Buy from friends
• 9% Prefer a different product
• 14% Unresolved service problems
• 68% Because they feel that
employees are disinterested in giving
service

14. The Service Equation
Service = Experience - Expect

15. The Service Equation
People expect only two things
1. That you know they are there
2. That they made the right choice by coming to you
to satisfy the need

18. There are many
ways to skin a cat…..

25. X9 Factor
Trinitron

31. Never Cold Call Again
Follow me on Facebook: Erik Vermeulen
Follow me on Twitter: ErikMVermeulen
E-mail: erik@erikvermeulen.com
Web: www.erikvermeulen.com