Customer satisfaction

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  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • 06/30/10 22:23 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  • Customer satisfaction

    1. 2. Culture of Accountability example – Microsoft Connect, Listen and Respond examples – Digital vs. IBM, Gimbels vs. Nordstrom Delighted customers = higher revenue & profits Customer responsiveness ≠ customer intimacy What does it take to develop Customer Intimacy?
    2. 4. All employees are measured against CPE goals Business functions have CPE Scorecards with goals and metrics New employees are trained in CPE All sales, marketing, and services group employees complete CPE training Employees participate in CPE panels and programs Employees participate in customer visits and build Conditions of Satisfaction (CoS) Groups across Microsoft sponsor CPE culture programs
    3. 5. Report Error to Microsoft?
    4. 8. <ul><li>Business focus was </li></ul><ul><ul><li>Technology & Engineering </li></ul></ul><ul><ul><li>Hard work </li></ul></ul><ul><ul><li>Transactions </li></ul></ul>“IBM means service, and service is something most companies forget.” Thomas Watson, Founder, IBM “[Solutions] come from heaven when you have good hardware.” Ken Olsen, Founder, Digital
    5. 9. <ul><li>Business focus was </li></ul><ul><ul><li>Variety </li></ul></ul><ul><ul><li>Availability </li></ul></ul><ul><ul><li>Many store locations </li></ul></ul><ul><ul><li>Ring the Register </li></ul></ul>“We focus on catering to customer’s needs, individually.” John W. Nordstrom, Founder, Nordstrom, Inc. “ Select, don’t settle.” Adam Gimbel, Founder, Gimbels
    6. 10. “ That which is measured is also managed” – Michael Dell, Founder & CEO, Dell Inc. “ Our object of attention is not simply the transaction, but the customer” – Frank Steele, SVP of Sales, Airborne <ul><li>Develop a culture of accountability </li></ul><ul><li>Build CPE metrics, measure results, hold yourself & your employees accountable </li></ul><ul><li>Develop customer intimacy </li></ul><ul><li>Connect, listen and respond to your customer as the center of your business </li></ul>

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