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MANAGING CHANGE  NEW SKILLS AND ATTITUDES
WHAT WILL CHANGE <ul><li>CHANGE IN CUSTOMER MINDSET/EXPECTATION. </li></ul><ul><li>GREATER COMPETITION </li></ul><ul><li>L...
THE CUSTOMER IS WHY
HQ COOS DIVISIONS AREAS FRONTLINE CUSTOMERS CUSTOMERS FRONTLINE AREAS DIVISIONS SUPPORT  CENTRE ORGANIZATIONS TO BE DELAYE...
CUSTOMERS FRONTLINE TERRITORY MANAGER MARKET UNIT FUNCTION FUNCTION CEO <ul><li>ONLY 3 LAYERS BETWEEN CEO AND CUSTOMER </l...
DRIVING CUSTOMER SATISFACTION SOME FUNDAMENTALS <ul><li>LET THE CUSTOMER DECIDE WHAT SATISFIES HIM </li></ul><ul><li>CUSTO...
DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION <ul><li>TRUST </li></ul><ul><li>TRANSPAARENCY </li></ul><u...
DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION <ul><li>TRUST - PRODUCT IS PURE </li></ul><ul><li>-PRODUCT...
WHAT DRIVES CUSTOMER SATISFACTION DRIVING CUSTOMER SATISFACTION <ul><li>TOGETHERNESS -ATTITUDE </li></ul><ul><li>- UNDERST...
DRIVING CUSTOMER SATISFACTION <ul><li>CUSTOMER SATISFACTION SURVEY </li></ul><ul><li>IN THE EYES OF CUSTOMER WHAT ARE THE ...
DRIVING CUSTOMER SATISFACTION <ul><li>CUSTOMER SATISFACTION IS INTEGRAL PART OF RETAIL </li></ul><ul><li>TRACKING MECHANIM...
THE BIGGEST CHALLENGE --PEOPLE TRAINING, TRAINING & TRAINING AT ALL LEVELS <ul><li>CUSTOMERS SATISFACTION FOCUS AS OPPOSED...
THE KEY STRATEGY <ul><li>CONSUMER PULL (MARKETING) SHOULD BENEFIT </li></ul><ul><li>CUSTOMERS </li></ul><ul><li>CONSUMER P...
MINDSET CHANGE OF RETAILER FRONTLINE <ul><li>ATTRACT CUSTOMER WITH APPEARANCE OF OUTLET/ GOOD MERCHANDIZING </li></ul><ul>...
WAY FORWARD <ul><li>PEOPLE WILL BE CORE TO SUCCESS </li></ul><ul><li>TRAINING ON INTEGRITY/ BEHAVIOUR/ ATTITUDE </li></ul>...
SUMMARY <ul><li>21 ST  CENTURY WILL OFFER NEW CHALLENGES DRIVEN </li></ul><ul><li>BY COMPETITION </li></ul><ul><li>CUSTOME...
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Managing Change New Skills & Attitutudes

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Managing Change New Skills & Attitutudes

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Managing Change New Skills & Attitutudes

  1. 1. MANAGING CHANGE NEW SKILLS AND ATTITUDES
  2. 2. WHAT WILL CHANGE <ul><li>CHANGE IN CUSTOMER MINDSET/EXPECTATION. </li></ul><ul><li>GREATER COMPETITION </li></ul><ul><li>LOW AVERAGE THROUGHPUT PER RE-SELLER AND </li></ul><ul><li>HENCE GREATER RELIANCE ON MARGINS & RANGE. </li></ul><ul><li>LOW EMPHASIS ON PRODUCT DIFFERENTIATION </li></ul><ul><li>GREATER EMPHASIS ON RELATIONSHIP, SERVICE, </li></ul><ul><li>CONVENIENCE </li></ul><ul><li>US AND THEM VS PARTNERSHIPS </li></ul><ul><li>RETAILING – THE CUSTOMER FOCUS </li></ul>
  3. 3. THE CUSTOMER IS WHY
  4. 4. HQ COOS DIVISIONS AREAS FRONTLINE CUSTOMERS CUSTOMERS FRONTLINE AREAS DIVISIONS SUPPORT CENTRE ORGANIZATIONS TO BE DELAYERED TO BE MORE CLOSELY ALIGNED TO CUSTOMER NEEDS COOS
  5. 5. CUSTOMERS FRONTLINE TERRITORY MANAGER MARKET UNIT FUNCTION FUNCTION CEO <ul><li>ONLY 3 LAYERS BETWEEN CEO AND CUSTOMER </li></ul><ul><li>EVERYONE ELSE IN THE ORGANIZATION SUPPORTS THE FRONTLINE </li></ul>
  6. 6. DRIVING CUSTOMER SATISFACTION SOME FUNDAMENTALS <ul><li>LET THE CUSTOMER DECIDE WHAT SATISFIES HIM </li></ul><ul><li>CUSTOMER SATISFACTION GET DRIVEN BY MIND & NOT PURSE </li></ul><ul><li>‘ CUSTOMER SATISFACTION’ WORKS AS A MULTIPLIER FOR YOUR INITIATIVES </li></ul><ul><li>BALANCE CUSTOMER EXPECTATION </li></ul><ul><li>WITH BUSINESS PRUDENCE </li></ul>
  7. 7. DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION <ul><li>TRUST </li></ul><ul><li>TRANSPAARENCY </li></ul><ul><li>TOGETHERNESS </li></ul>
  8. 8. DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION <ul><li>TRUST - PRODUCT IS PURE </li></ul><ul><li>-PRODUCT QUANTITY IS RIGHT </li></ul><ul><li>-COMPLIANCE WITH COMMITMENTS </li></ul><ul><li> AND AGREEMENTS </li></ul><ul><li>-AVAILABLE WHEN THE CUSTOMER </li></ul><ul><li> WANTS </li></ul><ul><li>-REGULARITY OF VISIT </li></ul><ul><li>TRANSPARENCY - CONSISTENCY OF TRADING TERMS </li></ul><ul><li> AND POLICIES </li></ul><ul><li> -CONSISTENCY ACROSS LEVELS & </li></ul><ul><li> TIME </li></ul>
  9. 9. WHAT DRIVES CUSTOMER SATISFACTION DRIVING CUSTOMER SATISFACTION <ul><li>TOGETHERNESS -ATTITUDE </li></ul><ul><li>- UNDERSTANDS MY NEEDS </li></ul><ul><li>-SUPPORTS AND GUIDES </li></ul><ul><li>-SAFEGUARDS MY INTERESTS </li></ul><ul><li>-PERSONAL BOND (KNOWLEDGE </li></ul><ul><li> OF CUSTOMERS/ FAMILY DETAILS </li></ul><ul><li>-READY TO HELP CUSTOMER MAKE </li></ul><ul><li> MORE MONEY (PROMOTION, </li></ul><ul><li> PRICING, ETC.) </li></ul>
  10. 10. DRIVING CUSTOMER SATISFACTION <ul><li>CUSTOMER SATISFACTION SURVEY </li></ul><ul><li>IN THE EYES OF CUSTOMER WHAT ARE THE FACTORS </li></ul><ul><li>WHICH DRIVE CUSTOMER SATISFACTION </li></ul><ul><li>-WHICH ATTRIBUTES OF OUR SERVICE IMPACT OUR </li></ul><ul><li>CUSTOMERS MOST </li></ul><ul><li>-HOW DO OUR CUSTOMERS RATE US ON THESE ATTRIBUTES </li></ul><ul><li>-WHOM DO THE CUSTOMERS RATE AS THE “BEST IN TRADE” </li></ul><ul><li>-HOW DO WE COMPARE OUR ATTRIBUTES VS “ BEST IN TRADE” </li></ul>
  11. 11. DRIVING CUSTOMER SATISFACTION <ul><li>CUSTOMER SATISFACTION IS INTEGRAL PART OF RETAIL </li></ul><ul><li>TRACKING MECHANIM </li></ul><ul><li>CUSTOMER SATISFACTION SCORES ARE PART OF EMPLOYEE APPRAISAL OBJECTIVECUSTOMER. </li></ul><ul><li>CUSTOMER SERVICE CELL AT EACH LOCATION. SERVICE STANDARDS/ KPIS SPECIFIED AND TRACKED </li></ul><ul><li>SALES TOOLS AND TRAINING PROGRAMS GEARED TOWARDS BETTER EXECUTION AND BUILDING PARTNERSHIP WITH CUSTOMERS </li></ul>
  12. 12. THE BIGGEST CHALLENGE --PEOPLE TRAINING, TRAINING & TRAINING AT ALL LEVELS <ul><li>CUSTOMERS SATISFACTION FOCUS AS OPPOSED TO </li></ul><ul><li>DELIVERY </li></ul><ul><li>CAPTURE IMPULSE BUYING THROUGH OUTSTANDING </li></ul><ul><li>MERCHANDISING </li></ul><ul><li>PASSION TO WIN </li></ul><ul><li>COMMITMENT TO OWNERSHIP </li></ul><ul><li>TEAM ABOVE INDIVIDUAL SUCCESS </li></ul><ul><li>RECOGNIZING AND REWARDING SUCCESS </li></ul>
  13. 13. THE KEY STRATEGY <ul><li>CONSUMER PULL (MARKETING) SHOULD BENEFIT </li></ul><ul><li>CUSTOMERS </li></ul><ul><li>CONSUMER PUSH SHOULD BE FRONTLINE FOCUS </li></ul><ul><li>TOM NEEDS CONTINUOUS FOCUS </li></ul><ul><li>EYE FOR EXCELLENCE AND QUALITY WILL PROVIDE WINNING EDGE. </li></ul>
  14. 14. MINDSET CHANGE OF RETAILER FRONTLINE <ul><li>ATTRACT CUSTOMER WITH APPEARANCE OF OUTLET/ GOOD MERCHANDIZING </li></ul><ul><li>CONVENIENCE e.g. SUPER MARTS/ FAST FOOD/ HOT FOOD ON HIGHWAY </li></ul><ul><li>GOOD AND CLEAN REST ROOM FACILITY/ TELEPHONE FACILITY </li></ul><ul><li>RUN ATTRACTIVE FIELD PROMOTION/ GIFTS </li></ul><ul><li>QUICK MECHANICAL CHECKS/ QUICK REPAIRS </li></ul><ul><li>RELIABLE REASONABLE PRICE ACCESSORIES </li></ul><ul><li>CONVERT VISIT INTO SALES OPPORTUNITY </li></ul>
  15. 15. WAY FORWARD <ul><li>PEOPLE WILL BE CORE TO SUCCESS </li></ul><ul><li>TRAINING ON INTEGRITY/ BEHAVIOUR/ ATTITUDE </li></ul><ul><li>CHANGE CRITICAL </li></ul><ul><li>TRAIN ON RELEVANT RETAILING/ SELLING/ SERVICE </li></ul><ul><li>SKILLS </li></ul><ul><li>DETERMINE CLEAR OBJECTIVES FOR TEAMS </li></ul><ul><li>DETERMINE CLEAR OBJECTIVES ON CUSTOMER SATISFACTION </li></ul><ul><li>EVALUATE THRO’ RESEARCH BASED ON CUSTOMER FEEDBACK </li></ul><ul><li>CELEBRATE SUCCESS/ REWARD ACHIEVEMENT/ PERFORMANCE </li></ul>
  16. 16. SUMMARY <ul><li>21 ST CENTURY WILL OFFER NEW CHALLENGES DRIVEN </li></ul><ul><li>BY COMPETITION </li></ul><ul><li>CUSTOMERS EXPECTATIONS OF SERVICE WILL INCREASE </li></ul><ul><li>RELATIONSHIP, ALIGNMENT, FULFILLING CUSTOMER NEED WILL BE KEY TO SUCCESS </li></ul><ul><li>TRAINING FRONTLINE TO HANDLE NEW CUSTOMER WILL BE CRITICAL </li></ul>

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