A 360 Degree Customer Experience Thriving in a Customer Centric World
A True 360 Degree  Customer Experience
 
 
“ Writers don’t often say anything that readers don’t already know… A writer’s greatest pleasure is revealing to people th...
•  35+ Years In Security •  Franchise Business Model •  International Expansion •  Operations  •  Marketing  •  Sales
Battle Scars: "Like having a child, running a startup is the sort of experience that's hard to imagine unless you've ...
Why S.B.I? •  Maximize Profitability •  Simplify your Life – reduce stress •  Create work / life balance…. Have more fun!
Your SBI Team
Successful Organizations
Successful Organizations
“ Different Spokes For Different Folks ”
Who is your customer? <ul><li>  </li></ul><ul><li>Male or Female.  </li></ul><ul><li>Single (27%) or Married 63% </li></ul...
Customer Relations Management (CRM) … Tool or Philosophy? <ul><li>  </li></ul>
<ul><li>#1 Fear Of Organizations  </li></ul><ul><li>Entering New Millenium? </li></ul>Decommoditization Create a Remarkabl...
<ul><li>Value is invisible… </li></ul>The only opinion that matters is the customer ’s
Value is Invisible The one that listens…. WINS!
<ul><li>4 Indisputable Facts </li></ul><ul><ul><ul><ul><li>1. It ’s Not About You. </li></ul></ul></ul></ul><ul><ul><ul><u...
 
<ul><li>Today ’s Themes… </li></ul>Theoretical Strategic  Tactical
<ul><li>Session I - Theoretical </li></ul><ul><ul><ul><ul><li>Creating a Customer Centric Experience. </li></ul></ul></ul>...
<ul><li>Session II - Strategic </li></ul><ul><ul><ul><ul><li>Customer Relations Management (CRM)  </li></ul></ul></ul></ul...
<ul><li>Session III - Tactical </li></ul><ul><ul><ul><ul><li>A Deep Dive - Takeaways from AM Sessions </li></ul></ul></ul>...
Session I Creating a Customer Centric Experience
Customer Service Insert seinfeld ticket clip or soup nazi clip http://www.youtube.com/watch?v=HWTMa76BzH0
Customer Service
What do these companies have in common? VisiCalc Osborne Computers Remington Rand De Havilland Western Union Excel Dell IB...
<ul><li>Disciplined People </li></ul><ul><li>Disciplined thoughts </li></ul><ul><li>Disciplined action  </li></ul>Good to ...
Do you have an  Effective  organization, or an  Efficient  organization?
ACTION STRATEGY GOALS MISSION VISION VALUES In search of  organizational effectiveness… RESULTS
BROCA ’s Area A filter that allows comprehension Focus:  The ability to say  “NO” to good opportunities reticular activati...
Culture The connection between head and heart
Does your company operate as a  “Corporate Mind?” <ul><li>I need a better way of setting goals for employees. </li></ul><u...
Does your company operate as a  “Corporate Mind?” <ul><li>I wish my supervisors would lead employees more proactively. </l...
Liberate…  don ’t Legislate! Standards Ownership Consequences
How do you raise the bar?? <ul><li>Raise your expectations </li></ul><ul><li>Raise their expectations </li></ul><ul><li>Ho...
The Communications pathway Focus:  The ability to say  “NO” to good opportunities Culture  The connection between head and...
&quot;Yeah, but we're making great time! “ -- Yogi Berra In reply to &quot;Hey Yogi, I think we're lost.&quot;
Great  Customer Service The goal as a company is to have customer service that is not just the best but legendary. Sam Wal...
<ul><li>In the U.S., 71% of consumers have ended a relationship due to a poor customer service experience  </li></ul><ul><...
78% of consumers say their most satisfying experience occurred because of a capable and competent customer service represe...
6 pillars to Great Customer Service A source of long-term competitive advantage. Exceed expectations Inspirational leaders...
A company centric organization…. Customer Staff management Leadership
A customer centric organization Leadership Management Staff Customer
results in a single-mindedness of purpose and an ability to filter out distraction.  It causes a motivated and mobilized t...
<ul><li>Creative energy is best spent on a limited number of high yield activities </li></ul><ul><li>Leaders focus on peop...
References  You, Inc.  Selling The Invisible  The Invisible Touch Blue Ocean Strategy Raving Fans  SecurityBusinessInstitu...
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Ysp 2011 fall_forum_session_1

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Creating A 360 Degree Customer Experience / One Corporate Mind

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Ysp 2011 fall_forum_session_1

  1. 1. A 360 Degree Customer Experience Thriving in a Customer Centric World
  2. 2. A True 360 Degree Customer Experience
  3. 5. “ Writers don’t often say anything that readers don’t already know… A writer’s greatest pleasure is revealing to people things they knew but did not know they knew.” - Andy Rooney
  4. 6. • 35+ Years In Security • Franchise Business Model • International Expansion • Operations • Marketing • Sales
  5. 7. Battle Scars: &quot;Like having a child, running a startup is the sort of experience that's hard to imagine unless you've done it yourself. The best source of advice for new founders is not professors or investors, but other founders.&quot; - Paul Graham: The World ’s 7 Most Powerful Entrepreneurs - Forbes
  6. 8. Why S.B.I? • Maximize Profitability • Simplify your Life – reduce stress • Create work / life balance…. Have more fun!
  7. 9. Your SBI Team
  8. 10. Successful Organizations
  9. 11. Successful Organizations
  10. 12. “ Different Spokes For Different Folks ”
  11. 13. Who is your customer? <ul><li>  </li></ul><ul><li>Male or Female. </li></ul><ul><li>Single (27%) or Married 63% </li></ul><ul><li>25 - 64 </li></ul><ul><li>Income: $40K+ </li></ul><ul><li>Black, White, Other </li></ul>
  12. 14. Customer Relations Management (CRM) … Tool or Philosophy? <ul><li>  </li></ul>
  13. 15. <ul><li>#1 Fear Of Organizations </li></ul><ul><li>Entering New Millenium? </li></ul>Decommoditization Create a Remarkable Customer Experience $
  14. 16. <ul><li>Value is invisible… </li></ul>The only opinion that matters is the customer ’s
  15. 17. Value is Invisible The one that listens…. WINS!
  16. 18. <ul><li>4 Indisputable Facts </li></ul><ul><ul><ul><ul><li>1. It ’s Not About You. </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>2. Done Right. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>3. Feel Good. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>4. Refer / Share. </li></ul></ul></ul></ul></ul>
  17. 20. <ul><li>Today ’s Themes… </li></ul>Theoretical Strategic Tactical
  18. 21. <ul><li>Session I - Theoretical </li></ul><ul><ul><ul><ul><li>Creating a Customer Centric Experience. </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>What should it look like? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Why should we strive for it? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>How to build loyalty among your employees. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>How to enhance your customers brand loyalty. </li></ul></ul></ul></ul></ul>
  19. 22. <ul><li>Session II - Strategic </li></ul><ul><ul><ul><ul><li>Customer Relations Management (CRM) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Philosophy or Tool? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Marketing / Sales/ Service …. No Man ’s Land? </li></ul></ul></ul></ul>
  20. 23. <ul><li>Session III - Tactical </li></ul><ul><ul><ul><ul><li>A Deep Dive - Takeaways from AM Sessions </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Key Performance Indicators (KPI ’s) </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Creating Accountability </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Value Proposition </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Target Market </li></ul></ul></ul></ul></ul>
  21. 24. Session I Creating a Customer Centric Experience
  22. 25. Customer Service Insert seinfeld ticket clip or soup nazi clip http://www.youtube.com/watch?v=HWTMa76BzH0
  23. 26. Customer Service
  24. 27. What do these companies have in common? VisiCalc Osborne Computers Remington Rand De Havilland Western Union Excel Dell IBM Boeing AT&T
  25. 28. <ul><li>Disciplined People </li></ul><ul><li>Disciplined thoughts </li></ul><ul><li>Disciplined action </li></ul>Good to Great…
  26. 29. Do you have an Effective organization, or an Efficient organization?
  27. 30. ACTION STRATEGY GOALS MISSION VISION VALUES In search of organizational effectiveness… RESULTS
  28. 31.
  29. 32. BROCA ’s Area A filter that allows comprehension Focus: The ability to say “NO” to good opportunities reticular activating system Synopsis: Neurons transmitting electronic impulses to vital organs, amygdala The Corporate Mind
  30. 33. Culture The connection between head and heart
  31. 34.
  32. 35.
  33. 36. Does your company operate as a “Corporate Mind?” <ul><li>I need a better way of setting goals for employees. </li></ul><ul><li>I need a better way of holding employees accountable for achieving goals. </li></ul><ul><li>I want to hire the right people & fire the wrong people. </li></ul><ul><li>I don ’t know if the people I have are right for the job. </li></ul><ul><li>I wish my people communicated more effectively </li></ul>
  34. 37. Does your company operate as a “Corporate Mind?” <ul><li>I wish my supervisors would lead employees more proactively. </li></ul><ul><li>I wish my leadership team shared my vision? </li></ul><ul><li>I need to align rewards with accomplishments. </li></ul><ul><li>I don ’t know if my employees are fully engaged. </li></ul><ul><li>I want to change the culture of my company. </li></ul>
  35. 38. Liberate… don ’t Legislate! Standards Ownership Consequences
  36. 39. How do you raise the bar?? <ul><li>Raise your expectations </li></ul><ul><li>Raise their expectations </li></ul><ul><li>Hold them accountable </li></ul><ul><li>Live the vision </li></ul><ul><li>Coach the person </li></ul><ul><li>Invest in your leaders </li></ul><ul><li>NO EXCUSES. PERIOD !! </li></ul>
  37. 40. The Communications pathway Focus: The ability to say “NO” to good opportunities Culture The connection between head and heart Leadership is the HEART of every company
  38. 41. &quot;Yeah, but we're making great time! “ -- Yogi Berra In reply to &quot;Hey Yogi, I think we're lost.&quot;
  39. 42. Great Customer Service The goal as a company is to have customer service that is not just the best but legendary. Sam Walton, Founder of Wal-Mart
  40. 43. <ul><li>In the U.S., 71% of consumers have ended a relationship due to a poor customer service experience </li></ul><ul><ul><ul><li>61% switched to a competitor </li></ul></ul></ul><ul><ul><ul><li>39% just stopped buying... </li></ul></ul></ul><ul><li>for every ten customers you lose due to bad service, you lose both those customers for life (and their referrals), PLUS you have helped your competition by sending 6 new customers their way. </li></ul><ul><li>the average U.S. customer surveyed had 11 interactions each year and ended 1.2 relationships </li></ul>
  41. 44. 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative
  42. 45. 6 pillars to Great Customer Service A source of long-term competitive advantage. Exceed expectations Inspirational leadership Manage emotions Designed outside in NOT inside out Revenue generating /cost reducing Embodies the brand
  43. 46. A company centric organization…. Customer Staff management Leadership
  44. 47. A customer centric organization Leadership Management Staff Customer
  45. 48. results in a single-mindedness of purpose and an ability to filter out distraction. It causes a motivated and mobilized team to act at all times in support of the vision. What is honored in a country will be cultivated there. - Plato A Corporate Mind:
  46. 49. <ul><li>Creative energy is best spent on a limited number of high yield activities </li></ul><ul><li>Leaders focus on people </li></ul><ul><ul><ul><li>Finding talent </li></ul></ul></ul><ul><ul><ul><li>Assessing talent </li></ul></ul></ul><ul><ul><ul><li>Developing talent </li></ul></ul></ul><ul><ul><ul><li>Focusing talent </li></ul></ul></ul><ul><ul><ul><li>Planning; both construction and execution </li></ul></ul></ul><ul><li>Communications is clear concise & continuous </li></ul><ul><li>People know the vision </li></ul><ul><li>Leaders LIVE the Vision </li></ul><ul><li>A culture of empowerment and accountability </li></ul>
  47. 50. References You, Inc. Selling The Invisible The Invisible Touch Blue Ocean Strategy Raving Fans SecurityBusinessInstitute.com

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