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How You Can Create a WOW Service Culture

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  • When a customer experiences WOW, you are giving them a pleasant surprise. You are exceeding their expectations. You are addressing their needs thoughtfully and in unexpected ways. It is an expression of your authentic interest in the person who seeks your services, not just in the transaction. It is about making enduring personal emotional connections with empathy, generosity, and gratitude. It is about awareness of common human concerns that make a difference to each customer. It is about truth, it is about meaning, it is about details that cannot be measured by KPIs. http://www.sollylabs.com/ (animation studio)
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How You Can Create a WOW Service Culture

  1. 1. 1 HOW YOU CAN CREATE A WOW SERVICE CULTURE!
  2. 2. WHO IS JOEL DALY
  3. 3. THE 5TH THING I’M MOST PROUD OF
  4. 4. THE SUM OF ALL EXPERIENCES A CONSUMER HAS WITH A SUPPLIER OF GOODS OR SERVICES, OVER THE DURATION OF THEIR RELATIONSHIP WITH THAT SUPPLIER. http://en.wikipedia.org/wiki/Customer_experience cus·tom·er ex·pe·ri·ence
  5. 5. mobile social local THE NEW EXPERIENCE ECONOMY
  6. 6. CHOICE AND VOICE Commoditized Products Democratized Information Empowered Consumers
  7. 7. WHAT HOSTING WANTED TO DO… Culture Customer Sat. Customer Focus The Right Customers The Best Team In the Industry World-Class Customer Experience • Attract the Best Team Members • Encourage Personal Development • Transform to Solution Approach • Build Awareness & Demand • Arm the Sales Force • Focus on the Full Customer Experience • Create Wows in Each Touch Point
  8. 8. WHAT DO MOST COMPANIES DO? 8
  9. 9. 9 REWARDS!
  10. 10. 10 COOL! HOW DO I GET REWARDED???
  11. 11. 11 NPS!
  12. 12. 12 OK… HOW DO I INCREASE MY NPS?
  13. 13. 13 DELIVER BETTER SERVICE!
  14. 14. 14 RIGHT… BUT HOW DO I DO THAT???
  15. 15. 15 LET’S LOOK AT HOW OTHER COMPANIES DO IT.
  16. 16. 16 LET’S JUST COPY THEM!
  17. 17. THERE’S A BETTER WAY 17
  18. 18. 18 START WITH A VISION…
  19. 19. 19 …AND A SET OF CORE VALUES
  20. 20. 20 THEN FOLLOW THESE 5 STEPS
  21. 21. 21 STEP 1: TEACH IT
  22. 22. 22 STEP 2: DEFINE IT
  23. 23. 23 STEP 3: LIVE IT
  24. 24. 24 STEP 4: MEASURE IT
  25. 25. 25 STEP 5: REWARD IT
  26. 26. 26 FIRST, WE DID IT WRONG
  27. 27. • 2 shots of Vision and Values • NetFlix – Exercise • Zappos Culture Boot Camp • Equal parts Tactical and Strategic Process - Zingerman’s Zingtrain and Journey Mapping • Shake rigorously with investments in people - Bell Leadership • Serve Outside - In 27 HOSTING’S KOOL-AID
  28. 28. 28 HOSTING’S WOW TRAINING
  29. 29. VISION To Provide the Best Customer Experience For Mid-Size Enterprises Running Business Critical Applications In the Cloud Supported By The Industry’s Best Team.
  30. 30. 31
  31. 31. 32 THREE STEPS TO GREAT SERVICE • Figure out what the customer wants • Give it to them • Politely • Enthusiastically • Accurately • Urgently • Go the extra mile
  32. 32. @jkembel JOURNEY MAPPING
  33. 33. FUNDAMENTALS OF A NEW APPROACH
  34. 34. 35 MAP THE EMPLOYEE XP
  35. 35. KEY TAKE AWAY POINTS • Quality is commoditized, Info Democratized, Customers are empowered - CX is the difference • Vision is where you are going, Values are how you get there • Teach It, Define It, Live It, Measure It, Reward It • Find the right problems to solve • You can’t drive results, Behaviors drive results • The seeds of a Service Culture will yield Intrapreneurs • Be experience driven – customers remember the experience
  36. 36. QUESTIONS - CONTACT INFO • View the on-demand webinar here. • Joel Daly– HOSTING COO • jdaly@hosting.com

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