On October 23rd, 2014, we updated our
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We love to Diffuse the Innovation Guys! We would explain you what is DoI theory , just enjoy
He was looking out for some hand signs to cheer his football team
Harley was thinking
Came up with HOOK EM HORNS
cheerleaders He showed it to his team
They adopted it
Cloud Computing Organisational example of DoI Theory
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)
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
Guys, now its time to Diffuse our Innovation …
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.
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. .
BRAND BRAND LOYALTY Lets see why a person adhere to
I’ll stick to my old gynecologist Thanks mum you are so Brand Loyal. I love You…
Low Brand Recall for H.I.S Customer’s mind
L.I.P Low Involvement Product(s)
Customer Delight Not Customer Satisfaction, but... Contributed by Amod Kankekar-06
What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
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
HOW????? To Delight Customer
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
2009 Businessweek Customer Service Champs
Focus on guests
Greet at airport with mimosas and discount coupons on a silver tray
“ Technology Butler”
Airport check-in concierge
CHANNELS OF COMMUNICTION
1. Guest Incident Forms
2. Internal Defect Report
3. Guest Preference
4. Guest Comment Card
Creating Customer Loyalty through emotional experiences
“ WOW- Stories”:
e.g. Luggage being brought to Duesseldorf...
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.