"The performance begins long before the show starts"-a presentation for Globe Theatre

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"The performance begins long before the show starts"-a presentation for Globe Theatre
A presentation I did for the amazing crowd at Globe Theatre, they were awesome!! A lot of chocolate and lottery tickets given away (that means they were asking lots of questions).

To sum up the five points of customer service:
1. Smile
2. Use reciprocity
3. It’s always the little things
4. No one loves a company
5. Create ‘wow’ moments

Have you made someone feel awesome today?

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  • “It has become a beloved ritual at Dana-Farber, every day, children who come to the clinic write their names on sheets of paper and tape them to the windows of the walkway for ironworkers to see.  And, every day the ironworkers paint the names onto I-beams and hoist them into place as they add floors to the new 14-story Yawkey Center for Cancer Care.The building’s steel skeleton is now a brightly colored, seven-story monument to scores of children receiving treatment at the clinic – Lia, Alex, and Sam; Taylor, Lzzy, and Danny. For the young cancer patients, who press their noses to the glass to watch new names added every day, the steel and spray-paint tribute has given them a few moments of joy and a towering symbol of hope.”Everybody saw the kids smiling”, foreman Mike Walsh from Ironworkers Local 7, told the reporter, “And that’s what you want to do, keep them smiling.”
  • $.50 for parkingLoss of a $1,000,000 customer
  • "The performance begins long before the show starts"-a presentation for Globe Theatre

    1. 1. “The performance begins long before the show starts.”
    2. 2. what happened to our world?
    3. 3. our world has been flipped upside-down, how fast are things changing? a story from jeremiah owyang…
    4. 4. we don’t need a taxi
    5. 5. we don’t need to stay at a hotel
    6. 6. we don’t have to go to a restaurant
    7. 7. wanna start a business?
    8. 8. we don’t need to go to a bank for financing
    9. 9. you don’t need to hire people
    10. 10. you don’t need a building or pay for an entire office
    11. 11. our world has changed
    12. 12. brand: a widely held set of believes and expectations of what you deliver validated by customer experiences and how you deliver it,
    13. 13. what is your brand? "
    14. 14. what’s the most powerful " form of marketing?
    15. 15. word-of- mouth
    16. 16. you can’t change your “brand”" your brand is a direct reflection of your culture. to improve your brand you must improve your culture.
    17. 17. customer service what is in 2013?
    18. 18. I.  II.  III.  IV.  V.  smile use reciprocity it’s always the little things no one loves a company create ‘wow’ moments
    19. 19. I. smile
    20. 20. II. reciprocity
    21. 21. caring more is a strategy
    22. 22. III. it’s always the little things
    23. 23. loves IV. No one a company, people love people.
    24. 24. treat everyone like they were jay-z
    25. 25. v. create ‘wow’ moments
    26. 26. I.  II.  III.  IV.  V.  smile use reciprocity it’s always the little things no one loves a company create ‘wow’ moments
    27. 27. have you made someone feel awesome today?
    28. 28. @jephmaystruck" www.strategylab.ca" jephmaystruck.com"
    29. 29. have you made someone feel awesome today?

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