Why Experience Matters

1. Why Experience Matters

2. Know Thyself- The Temple of Apollo at Delphi (4th century BC)

3. Why are we here? • What we have done for ourselves alone dies with us; what we have done for others and the world remains and is immortal • - Albert Pike, Father of Modern Freemasonry

4. Experience Matters • Your experience matters – it is the strength of our organization.  • Your experience with SCORE matters – we must build an organization of respect and understanding for our volunteers because volunteers who are engaged and aligned with the larger mission at SCORE support their clients better.  • Our clients’ experience matters – the truest measure of our mission and our service – we must provide ensure that we do everything within our control to create a positive experience for our clients. 

5. Your Experience Matters • – it is the strength of our organization.  • Recruitment • Collaboration & Networking • Continuing Education

6. Your Experience with SCORE Matters • – engaged volunteers aligned with client success. • Mission centric

7. SCORE’s Mission • MISSION – • SCORE grows successful small businesses across America, one business at a time.

8. SCORE’s Mission • MISSION – • SCORE grows businesses.

9. Your Experience with SCORE Matters • – engaged volunteers aligned with client success. • Mission Centric • Volunteer Engagement Process • National Support

10. Our Clients’ Experience Matters • – the truest measure of our mission • Client Service Quality • Client Relationships • Growth & Client Acquisition

11. Think About What Has Changed • Think about the changes that have occurred in the last 5 to 10 years. What has changed in the past 20 years? What has changed in the past 48? • IBM • BASF • NCR • SCORE

12. Redefining Success • We are redefining what success is for SCORE. • Our success is seen when our clients have success. • Moving forward, we are looking not only at our client success, but also at whether SCORE aided in that success.

13. Key Success Metrics • Key metrics that measure our success – • Client Outcomes • Businesses Started • Jobs Created • Revenue Growth • Client Attribution • SCORE was helpful in this outcome • Client Engagement • The outcome of our relationships and mentoring

14. Key Operational Leading Metrics • Client Long Term Relationships • Workshops Held • Recruitment • New Mentoring Clients Seen • Volunteer Engagement

15. Key Drivers of Volunteer Engagement • Well positioned to meet the future needs of a new generation of clients - RELEVANCY • Clear understanding of metrics for success – OUTCOMES & PERFORMANCE • Ongoing feedback that helps me improve my mentoring – QUALITY • Clear vision of success – STRATEGY & COMMUNICATION • Leading us in right direction – STRATEGY & COMMUNICATION

16. My vision for SCORE’s future success National Local Quality Service Proactive Client Management Internal Collaboration Client Education & Local Outreach Data Driven Decision Making • Focus & Transparency • Continuing Education • Communication Improvement • Efficient Operations • Data Driven Decision Making

17. Know Thyself