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The case of missing customer module one pp ts

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The case of missing customer module one pp ts

  1. 1. The Case ofMissingCustomer
  2. 2. 1.When PriorStrengthsBecome YourWeaknesses
  3. 3. Deadly sins of successful organizations• Arrogance• Resistance to change
  4. 4. ar·ro·gance• an attitude of superiority manifested in an overbearing manner or in presumptuous claims or assumptions• Find more about here: http://articles.businessinsider.com/keyword/arrogance
  5. 5. Exercise 1. Put some text below this cartoon to illustrateyou view about business arrogance
  6. 6. re·sist·ing (to change)• to remain strong against the force or effect of change : to not be affected or harmed by change
  7. 7. Exercise 2. Put some text below this cartoon to illustrateyou view about resistance to change
  8. 8. Things to reflect to• “… they had little or no regard for direct customer feedback when it conflicted with their own views or prior customer experiences.• When someone cited desires, issues, or concerns raised by their customers, the executives often countered with their own personal beliefs and discredited or belittled what their customers had said.”
  9. 9. Things to reflect toAs an example, when told that in their deteriorating marketplace consumers visiting anautomobile showroom tend to immediately examine a car’s coffee-cup holders, a topauto exec retorted, “We build cars for driving, not for drinking coffee.” Thecorrectness of his (internal) view was supported by vigorous head-nods around theboard table. At that moment a chart could be seen on the wall behind, from one of theirindustry’s most respected consumer research firms, which screamed that seven out often of this firm’s customers would not return.Silly customers. We know best.So, what was the problem? Who had stolen their customers? (And why did theyleave?)Pogo knew. We have met the enemy and he is us.
  10. 10. What about a new viewpoint of a successfulcompany“An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor thatmaximizes individuals’ growth and elicits maximum concerted human potential in thewholehearted service of others.”Read thishttp://www.tompeters.com/blogs/freestuff/uploads/ChangeThis_EnterpriseAtBest.pdfWe will use many things from this manifesto!
  11. 11. Join the course group on facebook and start discussingand sharing your thoughts about the following topics
  12. 12. Now, what if you’re the customer?• What really entice you?• What can move you later to change suppliers?• How would you feel about a supplier who continued to play the role of expert and expected you to remain only a passive user/recipient?
  13. 13. Mirror, mirror…• What about your customers?• What were the strengths that originally made your company a success in their perception?
  14. 14. Mirror, mirror…• How are you developing your essential competencies in order to stay aligned with a changing marketplace? How does your organization listen to customers and make them the tireless focal point for the design of products, services, and customer-facing processes?• How does your company sense the changes in the marketplace and what your customers value, and then respond to those? How does your firm anticipate and prepare for those, in advance?
  15. 15. Mirror, mirror…• When you are a customer, you know what moves you today to change vendors.• What if you were your customer? Could you be easily stolen away?• What if you were your competitor? What might you do to attract away customers?• If you aren’t doing those things today, who is the enemy responsible for your lost customers tomorrow?
  16. 16. End of module essay2 pages max
  17. 17. Customers describing theirservice experience as “superior”: 8% Companies describing the service experience they provide as “superior”: 80% —Source: Bain & Company survey of 362 companies, reported in John DiJulius, Whats the Secret to Providing a World-class Customer Experience?

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