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

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