How You Can Create a  WOW Service Culture!

Слайд 0

1 How You Can Create a  WOW Service Culture!

Слайд 1

Who is Joel Daly All you can take with you is that which you’ve given away

Слайд 2

The 5th Thing I’m Most Proud Of

Слайд 3

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 4

The New Experience Economy

Слайд 5

Choice and Voice Commoditized Products Democratized Information Empowered Consumers

Слайд 6

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

Слайд 7

What do Most Companies Do? 8

Слайд 8

9 Rewards!

Слайд 9

10 Cool! How Do I get Rewarded???

Слайд 10

11 NPS!

Слайд 11

12 OK… How do I Increase My NPS?

Слайд 12

13 Deliver Better Service!

Слайд 13

14 Right… But How Do I Do That???

Слайд 14

15 Let’s Look at How Other Companies Do It.

Слайд 15

16 Let’s Just Copy Them!

Слайд 16

There’s a Better Way 17

Слайд 17

18 Start With a Vision…

Слайд 18

19 …And a Set of Core Values

Слайд 19

20 Then Follow these 5 Steps

Слайд 20

21 Step 1: Teach It

Слайд 21

22 Step 2: Define It

Слайд 22

23 Step 3: Live It

Слайд 23

24 Step 4: Measure it

Слайд 24

25 Step 5: Reward It

Слайд 25

26 First, we did it wrong

Слайд 26

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

Слайд 27

28 HOSTING’s Wow Training

Слайд 28

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.

Слайд 29

Слайд 30

31

Слайд 31

32 Three Steps to Great Service Figure out what the customer wants Give it to them Politely Enthusiastically Accurately Urgently Go the extra mile

Слайд 32

JOURNEY MAPPING

Слайд 33

Fundamentals of a new approach

Слайд 34

35 MAP THE EMPLOYEE XP

Слайд 35

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

Слайд 36

Questions - Contact info View the on-demand webinar here. Joel Daly– HOSTING COO jdaly@hosting.com