SSA TGSCOTF

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SSA TGSCOTF

  1. 1. The Global Service Challenges Of The Future – New Problems Require New Solutions by Manoj Sharma Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  2. 2. Manoj Sharma <ul><li>Manoj Sharma is the Founder and Chief Facilitator of the Singapore Service Academy. Over the last 10 years, Mr. Sharma has paid special attention to how top notch organizations Create World Class Cultures of Service Excellence. In the process he has synthesized the key learnings and best practices of these World Class Service organizations and developed a Culture of Service Excellence Framework which is being adopted by some of the most forward looking companies around. To date, Manoj has assisted MNCs such as Estee Lauder, A&W Restaurants, Bobbi Brown, MAC, KFC, Starbucks, and many others… </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  3. 3. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  4. 4. Executive Summary <ul><li>The world is connecting and converging like never before. The result of this is that your customers are increasingly getting more affluent, their outlook is changing, their expectations are rising and as a result, the demands this is placing on your organization have never been greater. </li></ul><ul><li>Are you aware that along with this shift comes a whole new slew of problems in the world of service that requires a radically new level of willingness, ability and delivery on the part of everyone in your organization? </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  5. 5. Executive Summary <ul><li>Examining The Major Global Trends In Service And Where The Best Singapore Organizations Stand In Relation To Them </li></ul><ul><li>Appreciating How Your Marketplace Is Evolving And How Service Will Play An Even Greater Role </li></ul><ul><li>Exploring What Your Customers Really Want Today & Tomorrow Beyond What You Think You Are Already Doing Well </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  6. 6. Executive Summary <ul><li>Identifying The New Problems In Service - The Dimension Of New Insatiable Experiences </li></ul><ul><li>Charting The New Solutions In Service Your Organization Needs To Embark On Right Now </li></ul><ul><li>The New Japanese Consumer & How Their Ideal Will Impact You Here </li></ul><ul><li>  </li></ul><ul><li>Fully Realizing That What Got You Here Won't Get You There </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  7. 7. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  8. 8. The Major Trends In Service Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  9. 9. What Is The Trend? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  10. 10. Where Does Your Organization Stand In Relation To Them? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  11. 11. Do You Have The Same Interest? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  12. 12. What Do Your Customers Care About? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  13. 13. What Do Your Customers Care About? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  14. 14. Appreciating How Your Marketplace Is Evolving And How Service Will Play An Even Greater Role Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  15. 15. First You Created A Brand Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  16. 16. And You Put Your Brand Here Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  17. 17. Then Your Brand Moved Here Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  18. 18. Now Your Brand Is Here Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  19. 19. And When Things Go Wrong As They Often Will Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  20. 20. And Impact Your World Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  21. 21. This Is What They Say About It Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  22. 22. You Once Had Control Of Your Brand; Now People Do Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  23. 23. Perception For Better Or Worse Is Truly Reality Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  24. 24. You Either Create “The Conversation” … Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com … Or “ The Conversation” Will Recreate You
  25. 25. The Problem <ul><li>How do you in this increasingly interconnected, social media based world… </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  26. 26. The Problem <ul><ul><ul><ul><li>5. Boost Your Overall Profitability </li></ul></ul></ul></ul><ul><ul><ul><ul><li>4. Gain A Competitive Edge </li></ul></ul></ul></ul><ul><ul><ul><ul><li>3. Establish A Stronger Brand </li></ul></ul></ul></ul><ul><ul><ul><ul><li>2. Attract New Customers </li></ul></ul></ul></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com <ul><ul><ul><ul><li>Retain Your Existing Customers </li></ul></ul></ul></ul>
  27. 27. Are You Aware Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  28. 28. Are You Aware Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  29. 29. Are You Aware Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  30. 30. Are You Aware Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  31. 31. Are You Aware <ul><li>92% of your potential customers research you online” </li></ul><ul><li>– BIG Research </li></ul><ul><li>Reviews are the #1 factor when considering you </li></ul><ul><li>– Avenue A, eMarketier </li></ul><ul><li>72% of online shoppers say that web reviews and ratings on company websites and elsewhere influence their purchase decisions more than any other factor.” </li></ul><ul><li>– 2010 Social Shopping Survey by the e-tailing Group </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  32. 32. The Truth <ul><li>The world has changed, social utilities have enabled your customers and potential customers to share their experiences and engage in conversations without your active participation and no control on your part. The opportunity you have available to you is to fast become a part of these conversations and use platforms like Rate Your Experience to create these conversations. These Social Utilities platforms present a significant opportunity, but only to those who embrace them now. </li></ul><ul><li>– Manoj Sharma, Singapore Service Academy </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  33. 33. The Reality <ul><li>Technology is shifting power away from the editors, the publishers, the establishment, the media elite. Now it’s the people who are taking control </li></ul><ul><li>– Rupert Murdoch, News Corp & MySpace </li></ul><ul><li>14% of people trust ads, 78% of people trust consumer recommendations </li></ul><ul><li>Nielson Survey </li></ul><ul><li>Is your business wired, tired or on the verge of being expired? </li></ul><ul><li>– SEMA Online Marketing Conference </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  34. 34. Our Solution <ul><li>We Measure Your Customers’ Experience through Social Media, Social Buzz and by Creating In-Depth Customer Conversations </li></ul><ul><li>We assist you Create World Class Cultures Of Service Excellence through Fully Customized Initiatives </li></ul><ul><li>We show you your ROI and Recommend Your Next Steps </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  35. 35. Need Proof? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  36. 36. Please go to http://loveyouwrongtime.wordpress.com/ for more. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  37. 37. Please go to http://loveyouwrongtime.wordpress.com/ for more. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  38. 38. Please go to http://loveyouwrongtime.wordpress.com/ for more. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  39. 39. Please go to http://loveyouwrongtime.wordpress.com/ for more. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Love: Some cupcakes have cream toppings that are too thick or sweet, or a cake base that could be tasteless. This was NOT one of those instances, and the moist red velvet-flavoured cake base against a soft-white cream cheese topping reminded me of ying and yang. It offered a balance to my palette and was not dry at all. I don’t think many Singaporeans have heard of a red velvet cupcake, but this is a very popular cupcake flavor in the US and I thought that Whips pulled it off easily. I might come back for more! Did not love: It’s so hard to find cupcakes in Singapore that are as good as Magnolia in the US though. Does anyone know any good cupcake places? PLEASE share with me! Rate: 8/10
  40. 40. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  41. 41. Exploring What Your Customers Really Want Today & Tomorrow Beyond What You Think You Are Already Doing Well <ul><li>http://singaporeserviceacademy.com/how-to-rate/ </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  42. 42. Rate Your Experience <ul><li>http://singaporeserviceacademy.com/how-to-rate/ </li></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  43. 43. PEOPLE 1) Were The People You Interacted With Professional – Did They Make You Feel Valuable, Were They Knowledgeable & Competent At Their Job? 2) Were The People You Interacted With Personable – Were They Welcoming, Warm, Friendly & Likable? 3) The People You Interacted With Problem Solving – Were They Willing To Assist You, Address Your Challenge & Find A Solution? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  44. 44. PRODUCTS & SERVICES 1) Did You Get Ample Choice Of Products And/Or Services? 2) Did You Have The Option Of Customizing The Products And/Or Services To Meet Your Specific Needs? 3) Did The Products And/Or Services Work As Promised? 4) Did The Products And/Or Services Ultimately Meet Your Needs? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  45. 45. PROCESSES, PROCEDURES & POLICIES 1) Were Their Processes Timely? 2) Were Their Procedures Convenient? 3) Were Their Policies Flexible? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  46. 46. PHYSICAL & VIRTUAL ENVIRONMENTS 1) Was The Physical Environment Inviting & Ascetically Appealing? 2) Was The Physical Environment Designed For Your Convenience And Comfortable To Be In? 3) Was The Virtual Environment Easy To Access, Well Laid Out And Simple To Get Around? 4) Was The Content In The Virtual Environment Up-To- Date, Accurate & Relevant? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  47. 47. OTHER COMPONENTS 1) Was There Congruency Between Their People, Products & Services, Processes, Procedures & Policies, Physical & Virtual Environments? 2) Was Your Overall Experience Value For Time & Money? 3) Are You Likely To Go Back And Experience This Organization Again? 4) Would You Recommend Others To Engage This Organization? Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  48. 48. Use The Above To… Identify The New Problems In Service - The Dimension Of New Insatiable Experiences Chart The New Solutions In Service Your Organization Needs To Embark On Right Now Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  49. 49. Keep In Mind… The New Japanese Consumer & How Their Ideal Will Impact You Here Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  50. 50. And Remember… Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com What Got Your Here…
  51. 51. Won’t… Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Get Your There…
  52. 52. Thank You! <ul><li>Manoj Sharma </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>(65) 6338 5669 </li></ul></ul><ul><li>Andy Tay </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>(65) 9366 4980 </li></ul></ul><ul><li>Kelvin Chan </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>(65) 6338 8979 </li></ul></ul>Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com

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