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workshop AUGUST 22-23, 2013


a big success


On August 22-23, over 40 PSAV team members from around the country proudly participated in a workshop hosted by Gettys. PSAV’s objective was to increase sales through creating competitive and valuable differentiators. Participants from sales to technical directors, collaborated to improve site visits, proposals, sharing best practices and ultimately create a better PSAV.

As the facilitator, Gettys provided insights and tools for business development, in addition to several missions that would yield some impressive outcomes. Throughout the missions, teams were enthusiastic and engaged in meaningful conversation. On the last day, 8 innovation ideas were selected to be advanced for implementation in small dedicated teams.


design thinking 12 steps

idea criteria filter

DESIRABILITY does it appeal?

VIABILITY

can it make money?

FEASIBILITY can it be done?

Think different.

Keep questioning your assumptions. Re-frame your questions.

Think about who to involve.

Prototype. Prototype. Prototype! Think stories, not concepts. Bond with your users.

Embrace partners. Embrace diversity.

If in doubt, be open and transparent.

Become the user.

Design everything!

Experience the experience.

Look at comparable environments. Look at extreme users. Look at industry disruptors.

Think through all journey touch points.

Even things that are behind the scenes.

Launch to learn.

Be open to feedback. Be brave, it’s worth it.

Iterate. Iterate. Iterate! Take action.


growth strategy

partners

channels

costs

value proposition

capabilities

market segments

pricing model competitive strategy

business model visualization


value proposition aspects

repeat clients 0-25%

25-50%

50% +

TECHNOLOGY

CREATIVE SERVICES

SUPPORT/ SERVICE

most important

competitive advantages KNOW INS + OUTS OF PROPERTY EQUIPMENT ONSITE SUPPORT BEFORE, DURING & AFTER BEST CUSTOMER SERVICE CREATIVITY

OTHER sales tools

LOCAL RESOURCES AROUND THE WORLD WORLD-WIDE

SEAMLESS INTERACTON NICHE DATA ACCUMULATION & ACTION

survey says...

most important

sharing ideas EMAIL INFORMAL CONVERSATION PHONE SOCIAL MEDIA QUARTERLY SALES MEETINGS


best fit for offerings & capabilities CORPORATE MEETING ORGANIZERS event organizers OVERSEAS GROUPS MEETING IN USA fortune 2000 companies with strong growth small companies holding events in different locations SPECIALTY EXHIBITS

temporary technology installations CLIENTS WITH MULTIPLE NEEDS change leaders in industry ASSOCIATIONS groups at remote hospitality location CONVENTIONS Hoteliers

sales audience CLIENT MEETING PLANNERS HOTEL PARTNER PSAV TEAM

opportunities to enhance capabilities TECHNOLOGY training COMMUNICATION: INTERNAL & EXTERNAL video event documentation MARKETING VOICE & SALES TOOLS consistency NURTURE EXISTING RELATIONSHIPS

production services INCREASE MARKET AWARENESS, OUTSIDE HOTELS research SPONSORSHIP/PARTNERSHIP AGREEMENTS


4 missions were accomplished, producing endless possibilities.


MISSION 1 Conceptualize a sales pitch/sitevisit with the following variables as restrictions.

MISSION 2 Create a proposal that determine custom vs. standard, develop opportunities for up-sell.

the big idea

the big idea

research before client arrives to have questions ready

like & comment button proposal

use augmented reality to show off room’s potential creative portfolio have room set-up as the standard and another as creative to showcase the benefits of the upgrade provide Q & A with AV genius produce quick environment changes using onsite equipment, such as adding soundtrack or using projectors lobby product showroom adding theatrics/role-playing to demstrate how well psav knows the client

interactive glossary for client profile and meeting type proposal delivery props creative pricing and recommendation with client budget “buckets” include hotel sm/gm on video Link in proposals link to proposal with a “hallmark” face-toface animated video team delivery human interaction swank draw extreme (project different offerings on walls)

ipad collaboration click share

missi


MISSION 3 Build a PSAV competitor (create the perfect PSAV).

MISSION 4 Create solutions for identitfying and sharing best practices, consider incentives and penalties.

the big idea

the big idea

intimate AV relationships (PSAV becomes Nordstroms)

Continuing required education hours with incentives

service “out front” in well-designed spaces

Mentorship program

Incentivize hotel sales & catering managers

Internal accessed database hashtag categorized (khan academy)

AV with hotel sales and catering embed directly with client (possibly retainer base)

Infographic weekly newsletter suggestion/education fee on payroll system

creative content packages at different prices with room for customization

PSAV “Tekk it” featured upload/downloads on best practices with incentives

opportunity for PSAV to help improve hotel experiences

easier navigation on PSAV intranet

semi-annual tech showcase

mobile base app with calendar and push notifications

interactive rendering linked to costs & proposals

ion accomplished PSAV completed four crucial missions, each leading to big ideas


mobile application

1

TEAM Chris Gatch* Simon Tibbs Brett Nix *Team leader

To create a mobile application for use by all PSAV team members in their daily activities, at all locations, to collaborate and share best practices globally, to solve problems and save time.


2

TEAM Will Seton* Erika Street Reda Bouali Tim Hardman

To improve site visits and make PSAV a defining reason for clients to choose a particular site / hotel for their event. To create more effective, experiential site visit.

*Team leader

improve site visits


3

TEAM Tom Brewer* Jim Beane Kim Hutto Michael Floyd

To define and create the best Thank You / Take Away after a site visit. Create an effective tool for clients to take away and share with their decision makers.

*Team leader

Consider using technology to capture the experience and differentiate PSAV from the competition.

thank you/ take away


chief ideas officer

4

TEAM Andee Oleno* Alexandra Graber Jackie Vandekappelle Shawn Garrett Tim Kurzynski Kim Lambeth *Team leader

Identify a team of Chief Ideas Officers who will help funnel ideas to improve productivity and incorporate change within PSAV’s services, operations and company as a whole. A creative and solutions-based leadership platform that is user friendly to incorporate ideas across the globe. To give our teams a voice, and to do things differently!


maximize assets

5

TEAM Gary Stryder* Tony Ehrman Scott Buford Daniel Longfellow Peter Kaiser Phil Tucker *Team leader

Create tools to maximize uses, availability and value of PSAV’s assets (equipment & gear) and flag investment needs in new gear. The goal is to have the right equipment at the right place, on time, and to increase profitability and efficiency within the business and to better serve the client.


6

TEAM Sarah Perry* Charles Bitenc Mike Montali Ed Hartsthorn *Team leader

Create and use innovative technology at site visits, i.e.: 3D mapping, interactive technology, video, etc. to speed up the site visit processes and make them a more seamless experience. Perhaps create “Virtual� site visits.

technology at site visits


7

TEAM Brian Dykeman* Jake Corser Shannon Truhia Chris Komalski Paxton Bingham Steve Donnalan *Team leader

Develop a stronger presence and partnership with Destination Management by being involved earlier in the selling process, as a strategic partner. If PSAV is recognized as a strong service provider, then PSAV can actually be a collaborative partner in promoting the property to the client. (Reversing the common pattern where PSAV follows in the selling / meeting process with the property being placed at the start of the process.)

a collaborative partner


webbased proposals

8

TEAM Joe Santa* Brian Sturtevant Evan Payne Paul Metaxsis *Team leader

Redefine the way PSAV presents proposals and quotations to clients, utilizing interactive technology that is aesthetically pleasing and rapidly updated. To create Webbased proposals that keep everyone connected, all parties involved (clients, tech, operations, etc.) and up-to-date on the project details and status.



Psav recap2