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Diffusion of Innovation by Aviroop Banik
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  • - Perception is Real. - Neither Perception nor Expectation necessarily reflect reality. - Key challenge - not only the Quality of Work; but also the need to manage Customers’ Expectations & Perceptions. - A Satisfied Customer is easier to keep Satisfied than one is in a state of annoyance and impatience because he was led to believe that service would begin earlier than it did.

Diffusion of Innovation by Aviroop Banik Presentation Transcript

  • 1. Diffusion of Innovation The glint of INNOVATION ORGANIZATION Contributed By Aviroop Banik Assume this girl as on organization
  • 2. CREATIVITY INNOVATION DIFFUSED in the society Difference between Creativity & Innovation
  • 3. Droplet of Innovation Water as a Social system Ripple effect of innovation innovation
  • 4. Speed of Adoption
  • 5.  
  • 6. We love to Diffuse the Innovation Guys! We would explain you what is DoI theory , just enjoy
  • 7. INNOVATION
  • 8.  
  • 9. He was looking out for some hand signs to cheer his football team
  • 10. Harley was thinking
  • 11. Came up with HOOK EM HORNS
  • 12. cheerleaders He showed it to his team
  • 13. They adopted it
  • 14.  
  • 15.  
  • 16. Late majority
  • 17. Cloud Computing Organisational example of DoI Theory
  • 18. and a premium version with a 25 GB storage space,for which it charges $50 per user per year. Google offers 2 versions a standard version (which is lighter, offers less email space and does not guarantee service levels)
  • 19. Cloud computing & Google Apps Early Adopters are SME’s Early Majority are all healthcare, IT firms etc Late Majority are Telcos, banks and government institutions Laggards are all Individuals like us
  • 20. Guys, now its time to Diffuse our Innovation …
  • 21. We are made to THINK many times before lying on the operation bed. WHY???? Only because we are going for a HIGH INVOLVEMENT SERVICE (H.I.S) PURCHASE.
  • 22. Things go with a high involvement service (H.I.S) purchase. 1.Where to get it done? 2.Ask about doctor’s reputation. 3.Needs a lot of knowledge and education for a high involvement purchase. 4. The web sites and advertisements have to be lengthy and explanatory. .
  • 23. BRAND BRAND LOYALTY Lets see why a person adhere to
  • 24. I’ll stick to my old gynecologist Thanks mum you are so Brand Loyal. I love You…
  • 25. Low Brand Recall for H.I.S Customer’s mind
  • 26. L.I.P Low Involvement Product(s)
  • 27. Customer Delight Not Customer Satisfaction, but... Contributed by Amod Kankekar-06
  • 28.  
  • 29. What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
  • 30. WHAT IS IT?
    • Customer delight is more
    • about the experience and
    • emotion than it is about
    • the product and its features.
    • Its about creating customer life time value by improving the customer loyalty
  • 31. HOW????? To Delight Customer
  • 32. Actually
    • Customer expectations are typically not very high
    • Your job is to surprise them
    • Customer Delight is doing what they haven’t even imagined
    • What will cause them to say WOW!
    • You know what you can do - they don’t
  • 33. 2009 Businessweek Customer Service Champs
  • 34. The Ritz-Carlton
    • Focus on guests
      • Greet at airport with mimosas and discount coupons on a silver tray
      • “ Technology Butler”
      • Airport check-in concierge
  • 35. THE WAY
    • CHANNELS OF COMMUNICTION
        • 1. Guest Incident Forms
        • 2. Internal Defect Report
        • 3. Guest Preference
        • 4. Guest Comment Card
  • 36. Creating Customer Loyalty through emotional experiences
    • “ WOW- Stories”:
    • e.g. Luggage being brought to Duesseldorf...
  • 37. How customer get delighted in hotel ?
    • There is no customer all are guests.
    • Treating celebrities like ordinary people and ordinary people like celebrities.
    • Greeting the guest in a warm and sincere manner, using the guest name when possible
    • Anticipating and complying with guest needs and going one step ahead for achieving.
    • Uncompromising levels of cleanliness
    • Smile on face with positive eye contact
    • Escort the guest rather than pointing out directions to another area
    • Remember birthdays, family information, or personal interest.
    • Greeting customers on birthdays and festival occasion.
  • 38. Thank You Fellas