Anne Mulcahy CEO of Xerox and the third most powerful woman in the world!
Build a network of great relationships with people who want to see you succeed.
You don’t have all of the answers, so ask for help and advice from the smartest people you can find.
Learn to be a learner.
Listen intently to your employees and to your customers.
Some really great advice…
What does it take to be a valued member of a team? Develops and display competence. Follows through on commitments. Delivers required results. 100% integrity / honesty. Enjoyable to work with – positive attitude. Passionate about their work and those they serve. Communicates and keeps everyone informed. Helps the other members of the team. Is proactive – looks for responsibility. Creative and innovative. Share ideas, information and credit. Hold themselves 100% accountable. Team Leaders are: Rigorous… but not ruthless
irection – vivid, clear, inspiring --- shared easurements – specific, observable, focused ompetence – very good at what they do ommunication – open, honest, courageous utual Accountability – all team members iscipline – do this every day
“ We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks
“ We took our eye off the ball and it damn near put us out of business. We forgot that the customer pays ALL the bills. We are here to serve them, help them, support them. Not keeping that at the front of our minds almost cost us everything.” Lou Gerstner, CEO - IBM
“ The very future of our company hinges on our ability to understand and serve our customers better than any other firm. It is all about customer service, the products are actually secondary.” Jeff Immelt, CEO – GE
“ The only critic whose opinion counts, is the customer” – Mark Twain
Cost of acquisition of a targeted customer is high
Cost to satisfy is higher
Cost to replace is 5x higher
Good News: Value of a delighted customer… priceless!
Customer Satisfaction drives Customer Loyalty… and Customer Loyalty drives Profitability A 5% increase in loyalty among your best customers… Can produce a profit increase of 25% – 85% I hate you I don’t care about you I love you 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist
Key Drivers of Customer Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 29 companies 139 offices 5,589 respondents Financial Performance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR=104.12 CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
Reliability: The ability to provide what was promised, on time, dependably and accurately. ( Honesty )
Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. ( Competence )
Empathy: The degree of caring and individual attention provided to customers. ( Concern )
Responsiveness : The willingness to help customers and provide prompt service. ( Attitude )
Tangibles: The physical facilities, equipment, and appearance of the personnel. ( Professionalism )
How do the Best Companies Deliver Superior Customer Service?
From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the top five factors that were the fundament tactics used to build and manage extraordinary levels of customer satisfaction and loyalty.
They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC) Extreme Customer Focus
They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. . Shared Customer Service Credo
They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. Clear Standards + Accountability
Create A Dashboard of Key Indicators MPS Margin Per Sale Talent Level Service Level
They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization. Customer Focused Employees
They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers. Deal decisively with mediocrity Reward and Celebrate Success…
T HANK Y OU If you have any questions at all please do not hesitate to send a note or call. My email address is: firstname.lastname@example.org Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.johnspence.com/blog