1. 2012LeadershipConference Why Experience Matters

2. Know Thyself - The Temple of Apollo at Delphi (4 th 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 1.Your experience matters – it is the strength of our organization. 2.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. 3.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 Focus & Transparency Continuing Education Communication Improvement Efficient Operations Data Driven Decision Making Local Quality Service Proactive Client Management Internal Collaboration Client Education & Local Outreach Data Driven Decision Making

17. Know Thyself