Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Service Leadership

965 views

Published on

Published in: Education, Business
  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Service Leadership

  1. 1. Service Leadership
  2. 2. Disclaimer: • We are naming names and calling people out. • This is for educational purposes only • The views expressed by the host are not necessarily those of Area48, ASU SkySong, Gordon McConnell, ASU OKED, ASU, ABOR, Governor of Arizona, Chris Zane, Rush Limbaugh, Barack Obama, or anyone else.
  3. 3. What’s the lifetime value of one customer?
  4. 4. for Zane’s Cycles $12,500
  5. 5. Competitive Advantage • Patents • Team • First-Mover • Margins • Volume • Distribution
  6. 6. What we don’t talk about it getting and keeping a customer
  7. 7. How far are you prepared to go?
  8. 8. Meet Chris Zane
  9. 9. ZANE ’S OUTDOOR
  10. 10. How do I compete with Big Box stores? • Have a great atmosphere • Have a crazy service plan • Do whatever it takes to get the customer to buy their next product from you.
  11. 11. How do I compete with Big Box stores? • Have a great atmosphere • Have a crazy service plan • Do whatever it takes to get the customer to buy their next product from you. Go BEYOND what your customer believes is reasonable
  12. 12. What companies have a great atmosphere?
  13. 13. What companies have a lousy atmosphere?
  14. 14. Who has a great service plan?
  15. 15. Who has terrible customer service?
  16. 16. Customer Loyalty • Amazon.com (+11) • Costco (+6) • USAA (+27) • Southwest Airlines (+14)
  17. 17. Worst loyalty rankings (Guess!) • TV Service Providers • Credit Card Issuers • Health Insurance
  18. 18. Sources: • jdpower.com • USAtoday.com • temkinratings.com
  19. 19. How did Chris compete with Big Box stores? • Great atmosphere • Crazy service plan • Creating Lifelong Customers Go BEYOND what your customer believes is reasonable
  20. 20. atmosphere
  21. 21. service
  22. 22. creating lifelong customers
  23. 23. Advice from Chris…
  24. 24. what business are you in?
  25. 25. change the rules on your competition
  26. 26. tell customers the whole story
  27. 27. ask the customer questions
  28. 28. planting seeds…
  29. 29. • Never let a customer leave unsatisfied – Fix complaints • Hire nice people, teach them bikes • Create continuity between employees and customers • Drive the competition NUTS! Still more advice…
  30. 30. Before you leave tonight… • Write down your 5 closest competitors and how each falters in their service model. • Write down 5 ways your SERVICE MODEL can supplement BUSINESS MODEL. • Consider how the numbers work financially… BURY THE COMPETITION WITH CUSTOMER SERVICE
  31. 31. Wiley Larsen Venture Manager, ASU Entrepreneurship & Innovation Group wiley.larsen@asu.edu

×