How You Can Create a WOW Service Culture
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How You Can Create a WOW Service Culture
- 1. 1 HOW YOU CAN CREATE A WOW SERVICE CULTURE!
- 2. WHO IS JOEL DALY
- 3. THE 5TH THING I’M MOST PROUD OF
- 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
- 5. mobile social local THE NEW EXPERIENCE ECONOMY
- 6. CHOICE AND VOICE Commoditized Products Democratized Information Empowered Consumers
- 7. WHAT 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
- 8. WHAT DO MOST COMPANIES DO? 8
- 9. 9 REWARDS!
- 10. 10 COOL! HOW DO I GET REWARDED???
- 11. 11 NPS!
- 12. 12 OK… HOW DO I INCREASE MY NPS?
- 14. 14 RIGHT… BUT HOW DO I DO THAT???
- 15. 15 LET’S LOOK AT HOW OTHER COMPANIES DO IT.
- 16. 16 LET’S JUST COPY THEM!
- 17. THERE’S A BETTER WAY 17
- 18. 18 START WITH A VISION…
- 19. 19 …AND A SET OF CORE VALUES
- 20. 20 THEN FOLLOW THESE 5 STEPS
- 21. 21 STEP 1: TEACH IT
- 22. 22 STEP 2: DEFINE IT
- 23. 23 STEP 3: LIVE IT
- 24. 24 STEP 4: MEASURE IT
- 25. 25 STEP 5: REWARD IT
- 26. 26 FIRST, WE DID IT WRONG
- 27. • 2 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 27 HOSTING’S KOOL-AID
- 29. VISION To Provide the Best Customer Experience For Mid-Size Enterprises Running Business Critical Applications In the Cloud Supported By The Industry’s Best Team.
- 31. 31
- 32. 32 THREE STEPS TO GREAT SERVICE • Figure out what the customer wants • Give it to them • Politely • Enthusiastically • Accurately • Urgently • Go the extra mile
- 34. FUNDAMENTALS OF A NEW APPROACH
- 35. 35 MAP THE EMPLOYEE XP
- 36. KEY 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
- 37. QUESTIONS - CONTACT INFO • View the on-demand webinar here. • Joel Daly– HOSTING COO • jdaly@hosting.com
Notas do Editor
- Large horizons – involves the entire company Why is the customer experience important? Customer expectations are through the roof. New competitive frontier Beginning of differentiation
- ( Start with customer value ) Start from the customer’s perspective. First, understand value from your customer’s point of view. We all know that consumer behaviors are rapidly changing. To succeed with any CX initiative, it’s critical to have a solid understanding of what’s valuable and meaningful to your customers. From their perspective, in their terms. Really not easy to do. Most organizations are data rich, but insight poor. Worse, in siloed organizations most of us only get glimpses into what our customers truly experience… slivers at best.
- These new trends (and shifts) require a new approach to business. Start from the customer’s perspective, understand what’s meaningful and valuable to them, and then to organize everything from there – work outside-in. It’s not easy for organizations to transform and become customer-centered. Need a simple way to learn the fundamentals of this new way of working and doing business. Journey mapping is one of the most powerful and deceptively simple (and approachable) tools for unlocking CX innovation at your organization. Journey mapping is kind of like the strider bike of customer-centered action strategies. Explain the analogy…