Customer Journey Seminar May 3, 2016 Garden Ballroom, Edsa Shangri La

1. Customer service is a journey, not a destination
Creating the customer journey in the
experience economy
Date: 3rd May 2016
@ Edsa Shangri-La Hotel

2. Cost Of Poor Quality:
Good news travels quick;
Bad news travels even quicker!

4. It cost$ 7 X
more to
attract new
customers
than to
retain an
existing one

7. Brainstorm: What would you have done if you were the customer
service employee who handled the case of the broken guitar?

10. E m p o w e r m e n t
The ability to make decisions which affects your
work!

12. Go
Glow
&
Grow
Sense of belonging – I
am able to contribute and
change the way work is
done (my co-workers are
team players)
Job related knowledge – I
have the right amount of
tools and knowledge of the
products and services in
my work (I am coached
and mentored to do my job
well)
Customer problem
resolution – I will never
loose a customer, I listen
and anticipate to my
customers’ needs and
wants (my superiors trusts
me and stands behind our
decisions)
Growth – I am
given clear and
achievable goals (I
am motivated to
achieve and to
grow in the
company)
Integrity – I am an
ambassador to my
company and it is my
responsibility to use our
resources wisely (My
superiors trusts me)
Ownership – I know,
own and energise my
company beliefs (my
superiors are
passionate and leads by
our founding principals
and core values)
Personal wellness – I
am able to care for my
health and given the
right amount of time to
accomplish my work to
balance my personal life
(my superiors care for
me)

13. Resources to sustainable service quality culture

14. Service Quality Excellence leads to higher
sustainable revenue from repeat customers.
Engaged
and Loyal
Employees
Senior
Leadership
engageme
nt
Quality
products
and
services+ = Customer
loyalty
Higher top
line
revenue
Lower
Operational
costs by
increased
efficiency
The well rounded service quality environment

15. Sustainable service quality environment

16. Joseph Moses Juran (December 24,
1904 – February 28, 2008) was a
Romanian-born American engineer and
management consultant. He was an
evangelist for quality and quality
management, having written several books
on those subjects. He is also known as the
father of Quality to quality management
Theo Gilbert-Jamison was
Vice President of Training &
Organizational Effectiveness
with The Ritz-Carlton Hotel
Company where she enjoyed
a successful 17 year
career. Theo was also a key
contributor, instrumental in
implementing and sustaining
quality processes and
systems companywide that
led to The Ritz-Carlton Hotel
Company’s unprecedented
Malcolm Baldrige National
Quality Awards in 1992 and
1999.

17. I am opening the floor to questions……

18. What ifI told you….

19. The mystique of a highly successful hotel management company
August 1983 – The mark of a new era in luxury hotels and resorts
By 1985 – The first five iconic hotels and resorts are born in North America
By 1992 – 23 hotel total iconic hotels and resorts in the portfolio and for the
first time in history, a hotel management company wins the Malcolm Baldridge
national quality award (once more in 1998)
In 1993 – The first hotel in Asia opened
By 2003 – 56 iconic hotels and resorts world wide
Throughout those two decades, there were no extensive print nor media
advertising. Its growth is made possible with strong core values and
empowered Ladies and Gentlemen who had been selected to be part of the
family.

21. Salamat
Po!