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How You Can Create a WOW Service Culture!
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Who is Joel Daly
All you can take with
you is that which you’ve
given away
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The 5th Thing I’m Most Proud Of
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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
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The New Experience Economy
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Choice and Voice
Commoditized Products
Democratized Information
Empowered Consumers
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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
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What do Most Companies Do?
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Rewards!
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Cool! How Do I get Rewarded???
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NPS!
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OK… How do I Increase My NPS?
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Deliver Better Service!
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Right… But How Do I Do That???
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Let’s Look at How Other Companies Do It.
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Let’s Just Copy Them!
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There’s a Better Way
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Start With a Vision…
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…And a Set of Core Values
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Then Follow these 5 Steps
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Step 1: Teach It
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Step 2: Define It
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Step 3: Live It
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Step 4: Measure it
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Step 5: Reward It
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First, we did it wrong
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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
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Hosting’s kool-aid
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HOSTING’s Wow Training
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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.
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Three Steps to Great Service
Figure out what the customer wants
Give it to them
Politely
Enthusiastically
Accurately
Urgently
Go the extra mile
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JOURNEY MAPPING
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Fundamentals of a new approach
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MAP THE EMPLOYEE XP
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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
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Questions - Contact info
View the on-demand webinar here.
Joel Daly– HOSTING COO
jdaly@hosting.com