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How You Can Create a WOW Service Culture! презентация
Содержание
- 1. How You Can Create a WOW Service Culture!
- 2. Who is Joel Daly All you can
- 3. The 5th Thing I’m Most Proud Of
- 4. The sum of all experiences
- 5. The New Experience Economy
- 6. Choice and Voice Commoditized Products Democratized Information Empowered Consumers
- 7. What HOSTING wanted to do… Culture Customer
- 8. What do Most Companies Do?
- 9. Rewards!
- 10. Cool! How Do I get Rewarded???
- 11. NPS!
- 12. OK… How do I Increase My NPS?
- 13. Deliver Better Service!
- 14. Right… But How Do I Do That???
- 15. Let’s Look at How Other Companies Do It.
- 16. Let’s Just Copy Them!
- 17. There’s a Better Way
- 18. Start With a Vision…
- 19. …And a Set of Core Values
- 20. Then Follow these 5 Steps
- 21. Step 1: Teach It
- 22. Step 2: Define It
- 23. Step 3: Live It
- 24. Step 4: Measure it
- 25. Step 5: Reward It
- 26. First, we did it wrong
- 27. 2 shots of Vision and Values NetFlix
- 28. HOSTING’s Wow Training
- 29. Vision To Provide the Best Customer Experience
- 32. Three Steps to Great Service Figure out
- 33. JOURNEY MAPPING
- 34. Fundamentals of a new approach
- 35. MAP THE EMPLOYEE XP
- 36. Key Take Away Points Quality is commoditized,
- 37. Questions - Contact info View the on-demand webinar here. Joel Daly– HOSTING COO jdaly@hosting.com
Who is Joel Daly All you can take with you is that which you’ve given away
Слайд 4 The sum of all experiences a consumer has with a supplier
of goods or services, over the duration of their relationship with that supplier.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence
Слайд 7What HOSTING wanted to do…
Culture
Customer Sat.
Customer Focus
The Right Customers
The Best Team
In the Industry
World-Class Customer Experience
Attract the Best Team Members
Encourage Personal Development
Transform to Solution Approach
Build Awareness & Demand
Arm the Sales Force
Focus on the Full Customer Experience
Create Wows in Each Touch Point
Слайд 272 shots of Vision and Values
NetFlix – Exercise
Zappos Culture Boot
Camp
Equal parts Tactical and Strategic Process - Zingerman’s Zingtrain and Journey Mapping
Shake rigorously with investments in people - Bell Leadership
Serve Outside - In
Equal parts Tactical and Strategic Process - Zingerman’s Zingtrain and Journey Mapping
Shake rigorously with investments in people - Bell Leadership
Serve Outside - In
Hosting’s kool-aid
Слайд 29Vision
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Business
Critical Applications In the Cloud
Supported By The Industry’s Best Team.
Supported By The Industry’s Best Team.
Слайд 32Three Steps to Great Service
Figure out what the customer wants
Give it
to them
Politely
Enthusiastically
Accurately
Urgently
Go the extra mile
Politely
Enthusiastically
Accurately
Urgently
Go the extra mile
Слайд 36Key Take Away Points
Quality is commoditized, Info Democratized, Customers are empowered
- CX is the difference
Vision is where you are going, Values are how you get there
Teach It, Define It, Live It, Measure It, Reward It
Find the right problems to solve
You can’t drive results, Behaviors drive results
The seeds of a Service Culture will yield Intrapreneurs
Be experience driven – customers remember the experience
Vision is where you are going, Values are how you get there
Teach It, Define It, Live It, Measure It, Reward It
Find the right problems to solve
You can’t drive results, Behaviors drive results
The seeds of a Service Culture will yield Intrapreneurs
Be experience driven – customers remember the experience
Слайд 37Questions - Contact info
View the on-demand webinar here.
Joel Daly– HOSTING COO
jdaly@hosting.com
