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Diffusion of Innovation by Aviroop Banik
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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.
  • 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