The new realms of services

1. New service realties

2. CUSTOMER

3. More Sophisticated Customers

4. Pressing for
UNBUNDLED Service.

5. Internet has EMPOWERED
Customers.

6. Online Consumer

7. According to a survey,
90% of angry customers
Report sharing their stories.

8. example

9. CONSUMER
COPRODUCTION

10. Active role in
SERVICE delivery.

11. Words and action affect
the SERVICE EXPERIENCE.

12. Employees PRODUCTIVITY
is also affected.

13. STRONGER CONNECTION to the
Product/Service.

14. However it has
DEMERITS

15. Stress on EMPLOYEES

16. About 1/3rd of service problems
are caused by customers.

17. Recovery is always
CHALLENGING.

18. Solution comes
in all forms.

19. REDESIGN process.
REDEFINE customer roles.

20. Incorporate right
TECHNOLOGY.

21. HIGH PERFORMANCE customers.

22. Encourage CUSTOMER CITIZENSHIP

23. SATISFYING
EMPLOYEES & CUSTOMERS.

24. POSITIVE employee attitude promotes
Stronger CONSUMER LOYALTY.

25. Profit
Customer satisfaction
Employee satisfaction
HIGHLY
CORRELATED.

26. Downside of
MISTREATING
employees is
significant.

27. 40 % of the employees says,
“LACK OF RECOGNITION “
Is the reason to leave a job

28. So what can a
company really do ?

29. Market a CAREER
rather than a job.

30. Sound TRAINING
program.

31. Audit EMPLOYEE
Satisfaction.

32. SUPPORT &
REWARDS.

33. THAT’S IT FOR TODAY FOLKS..!!