This document provides an overview of customer dissatisfaction and techniques for handling difficult customers. It discusses common causes of customer dissatisfaction across industries such as unmet promises, rude service, feeling taken advantage of, and defective products. The document then examines causes of dissatisfaction specific to a store and how to handle different situations. Finally, it discusses theories of customer motivation, including Maslow's hierarchy of needs and how physiological, safety, belonging and esteem needs influence customer behavior.
This document discusses the history of attitudes towards entrepreneurship education and university business engagement in the UK since 1960. It describes how entrepreneurs became idealized in UK ideology from the 1970s onward. It also outlines the expansion of UK universities from the 1960s-70s, and the introduction of entrepreneurship education in the 1980s under Thatcher. The paper analyzes this historical context and presents case studies of three universities, examining how their histories shaped their engagement with businesses and approach to entrepreneurship education. It finds both opportunities and contradictions in attitudes, with engagement deepening understanding but also revealing barriers between academia and industry.
DynaTek Media is a 3.5 year old digital signage company with offices in Scottsdale, Austin, Cleveland, and the UK. They specialize in network deployment and operations, content production, and technology development primarily serving the grocery, drug store, convenience store, retail, and medical industries. DynaTek designs, deploys, and operates digital signage networks and provides complete content production and advertising sales services, as well as customer loyalty and coupon programs.
The document discusses the Capability Maturity Model (CMM) and why adopting a process-driven approach is important for software project success. It notes that only 28% of projects are completed on-time and on-budget, while 23% fail or are cancelled. Adopting the key process areas and maturity levels of CMM can help organizations institutionalize best practices, reduce errors, minimize project time, and deliver higher quality software. The document encourages understanding processes, defining standards and procedures, providing training to teams, and establishing quantitative measures to continuously improve.
We provide a platform that reduces your emails and meetings and create a platform where your entire online community to communicate, share ideas, and provide input so that you can make better decisions through the power of WE instead of ME.
The mortgage market is experiencing a meltdown due to a perfect storm of factors including subprime and Alt-A lending with loose underwriting standards, which has led to high delinquency rates on mortgage-backed securities. As a result, underwriting guidelines are tightening, the number of potential home buyers is decreasing, and foreclosures are increasing. Borrowers with non-conforming, stated income, no-doc, and Alt-A loans are most impacted. Real estate professionals need to partner closely with lenders, educate sellers on realistic pricing, and ensure buyers are well qualified and prepared.
The document discusses differences between rich and poor countries. It argues that the difference is not due to factors like a country's age, natural resources, or people's intellect or race. Rather, the key difference lies in the attitudes and principles that most people in each country embrace. Rich countries generally have populations that follow principles like ethics, integrity, responsibility, respect for laws, work ethic, savings, punctuality. In poor countries, only a minority tend to embrace these principles. The document concludes that countries are poor not because of lack of resources or nature, but because of lack of the right attitudes.
This document discusses the history of attitudes towards entrepreneurship education and university business engagement in the UK since 1960. It describes how entrepreneurs became idealized in UK ideology from the 1970s onward. It also outlines the expansion of UK universities from the 1960s-70s, and the introduction of entrepreneurship education in the 1980s under Thatcher. The paper analyzes this historical context and presents case studies of three universities, examining how their histories shaped their engagement with businesses and approach to entrepreneurship education. It finds both opportunities and contradictions in attitudes, with engagement deepening understanding but also revealing barriers between academia and industry.
DynaTek Media is a 3.5 year old digital signage company with offices in Scottsdale, Austin, Cleveland, and the UK. They specialize in network deployment and operations, content production, and technology development primarily serving the grocery, drug store, convenience store, retail, and medical industries. DynaTek designs, deploys, and operates digital signage networks and provides complete content production and advertising sales services, as well as customer loyalty and coupon programs.
The document discusses the Capability Maturity Model (CMM) and why adopting a process-driven approach is important for software project success. It notes that only 28% of projects are completed on-time and on-budget, while 23% fail or are cancelled. Adopting the key process areas and maturity levels of CMM can help organizations institutionalize best practices, reduce errors, minimize project time, and deliver higher quality software. The document encourages understanding processes, defining standards and procedures, providing training to teams, and establishing quantitative measures to continuously improve.
We provide a platform that reduces your emails and meetings and create a platform where your entire online community to communicate, share ideas, and provide input so that you can make better decisions through the power of WE instead of ME.
The mortgage market is experiencing a meltdown due to a perfect storm of factors including subprime and Alt-A lending with loose underwriting standards, which has led to high delinquency rates on mortgage-backed securities. As a result, underwriting guidelines are tightening, the number of potential home buyers is decreasing, and foreclosures are increasing. Borrowers with non-conforming, stated income, no-doc, and Alt-A loans are most impacted. Real estate professionals need to partner closely with lenders, educate sellers on realistic pricing, and ensure buyers are well qualified and prepared.
The document discusses differences between rich and poor countries. It argues that the difference is not due to factors like a country's age, natural resources, or people's intellect or race. Rather, the key difference lies in the attitudes and principles that most people in each country embrace. Rich countries generally have populations that follow principles like ethics, integrity, responsibility, respect for laws, work ethic, savings, punctuality. In poor countries, only a minority tend to embrace these principles. The document concludes that countries are poor not because of lack of resources or nature, but because of lack of the right attitudes.
This document provides a listing and brief descriptions of various cosmetic products from David Scott Cosmetics, including pressed and loose mineral eye shadows, blushes and bronzers, foundations, mascaras, lip glosses, lipsticks, liners, brushes, skin care items, and nail lacquers. Details provided include the number of assorted colors available, ingredients or benefits of certain products. The document encourages visiting the company website for more information.
Ian Gordon sold his business due to pressures from running it alone. He discusses the importance of networking for business owners both within higher education institutions and other personal networks. Maintaining diverse networks requires effort to cultivate relationships and offer assistance without expecting anything in return.
Two guys with a laptop and internet access have the same computing power as a Fortune 500 company due to cloud computing platforms like Bluemix. Cloud platforms allow companies both large and small to disrupt their industries or face disruption themselves by providing fast and scalable development and deployment of applications without large upfront IT investments. Bluemix offers virtual machines and containers, a free 30 day trial, and ongoing free tier eligibility to help companies innovate using cloud technologies.
StartupTheFusion - RiderState - July 2014Santi Casado
RiderState is a mobile app created by Santi Casado that turns bicycling into a game to encourage more urban cycling. The app tracks riding stats in real time, uses badges and leaderboards to motivate users, and aims to conquer cities and the world. RiderState currently has over 2000 riders in 42 countries and is working to launch version 2.0 of the app and complete a seed funding round to continue growing its user base internationally.
The document describes a vacation to Coronado Island at the Glorietta Bay Inn, with photos showing a room patio overlooking Glorietta Bay and the Pacific Ocean in the distance. The inn is located near the beach, where the author took walks along the shore.
Three key points about learning from Asian companies:
1. Many Asian companies have a history of managing with limited resources which has led them to focus on cost-cutting, waste reduction, and productivity. They utilize tactics like outsourcing, contracting with Asian vendors, and sending Asian headquarters staff on projects.
2. Asian companies also engage in "reverse innovation" - developing solutions originally created for emerging markets and bringing them to industrialized nations at a lower cost. Examples include low-cost health innovations from India.
3. Western companies can learn from Asian competitors' focus on continuous improvement, removing unnecessary costs, and engaging employees to solve problems and boost productivity in order to better compete globally.
This document compares the traditional method of collecting waste using bins to a newer method using a machine called a Superlizzy. The Superlizzy provides several benefits over traditional bins including being smaller in size, requiring only one collection point, automatically separating liquids and compacting waste. This reduces cleaning time, the number of bag changes, and transportation time of waste, saving an estimated two hours of work per day. The Superlizzy also encourages better waste separation by customers and improves hygiene by containing liquids.
The document provides information about the home buying process for first-time homebuyers. It discusses determining how much home you can afford, the importance of credit, mortgage options including government and conventional loans, closing costs, and the steps involved in the mortgage application and approval process. The overall goal is to educate homebuyers so they can choose the right mortgage program and home to fit their needs and budget.
Excellence Of Operating Quality, Profitable ClubsBill McBride
This document provides an overview of a presentation given by Bill McBride, President and COO of Club One, Inc. The presentation focuses on operating quality, profitable clubs and redefining or reframing issues to achieve success. It covers industry trends, leadership principles, management techniques, marketing strategies and the customer experience to help clubs improve performance.
Staff Management Tips For Success, Nmp09 [Compatibility Mode]billcrawfordnhnm
This document provides tips for staff management success, including maintaining value for customers. It discusses the importance of hiring the right employees who can provide a good customer experience both in-store and after purchase. The document also stresses the need for ongoing training of both new and existing employees on product knowledge, store policies, and customer service skills. Finally, it outlines best practices for motivating employees through delegation, empowerment, two-way communication, and other strategies.
Staff Management Tips For Success, Nmp09 [Compatibility Mode]Bill Crawford
This document provides tips for staff management success, including maintaining value for customers. It discusses the importance of hiring the right employees who can provide a good customer experience both in-store and after purchase. The document also stresses the need for ongoing training of both new and existing employees on product knowledge, store policies and customer service skills. Finally, it outlines best practices for motivating employees through delegation, empowerment, communication and rewards.
This document discusses customer service and presents training material on the topic. It includes [1] program objectives like identifying customer needs and complaints, maintaining relationships, and assessing communication skills; [2] a challenge to write a one-sentence definition of customer service; [3] questions about experiences with customer service; [4] statistics on why customers leave; [5] desired competencies for customer service representatives; [6] common excuses for poor service and ways to counter them; and [7] what customers want from representatives.
This document provides an overview and summary of a lecture on service quality, customer expectations and perceptions, and case studies of the Ritz Carlton and British Airways. It discusses the key dimensions of service quality, a conceptual model of service quality gaps, reasons why gaps may exist, and objectives and effectiveness of customer information systems implemented by Ritz Carlton and British Airways. Examples of how each organization materializes service and learns from customer feedback are also provided.
This document appears to be a 13 page PowerPoint presentation from www.ReadySetPresent.com on the topic of customer service. The presentation covers objectives like identifying customer needs and complaints, communication skills, and maintaining customer relationships. It includes sections on why customers leave, key customer service competencies, common service excuses, what customers want, and implementing an effective customer service program. The final slide advertises downloading the full presentation from the ReadySetPresent website.
The document discusses key aspects of service quality management. It defines services in several ways and notes their intangible nature. Services are characterized by intangibility, inseparability, variability, perishability, and customer participation without ownership. The document outlines various classifications of services and introduces the service process matrix. It then discusses dimensions of service quality using the gaps model to identify six potential gaps: knowledge, policy, delivery, communication, perception, and quality. Suggestions are provided for closing these gaps through improved communication and monitoring of soft and hard quality measures. Tools like surveys, control charts, fishbone diagrams, and blueprinting are presented to analyze problems and ensure high service quality.
This document provides a listing and brief descriptions of various cosmetic products from David Scott Cosmetics, including pressed and loose mineral eye shadows, blushes and bronzers, foundations, mascaras, lip glosses, lipsticks, liners, brushes, skin care items, and nail lacquers. Details provided include the number of assorted colors available, ingredients or benefits of certain products. The document encourages visiting the company website for more information.
Ian Gordon sold his business due to pressures from running it alone. He discusses the importance of networking for business owners both within higher education institutions and other personal networks. Maintaining diverse networks requires effort to cultivate relationships and offer assistance without expecting anything in return.
Two guys with a laptop and internet access have the same computing power as a Fortune 500 company due to cloud computing platforms like Bluemix. Cloud platforms allow companies both large and small to disrupt their industries or face disruption themselves by providing fast and scalable development and deployment of applications without large upfront IT investments. Bluemix offers virtual machines and containers, a free 30 day trial, and ongoing free tier eligibility to help companies innovate using cloud technologies.
StartupTheFusion - RiderState - July 2014Santi Casado
RiderState is a mobile app created by Santi Casado that turns bicycling into a game to encourage more urban cycling. The app tracks riding stats in real time, uses badges and leaderboards to motivate users, and aims to conquer cities and the world. RiderState currently has over 2000 riders in 42 countries and is working to launch version 2.0 of the app and complete a seed funding round to continue growing its user base internationally.
The document describes a vacation to Coronado Island at the Glorietta Bay Inn, with photos showing a room patio overlooking Glorietta Bay and the Pacific Ocean in the distance. The inn is located near the beach, where the author took walks along the shore.
Three key points about learning from Asian companies:
1. Many Asian companies have a history of managing with limited resources which has led them to focus on cost-cutting, waste reduction, and productivity. They utilize tactics like outsourcing, contracting with Asian vendors, and sending Asian headquarters staff on projects.
2. Asian companies also engage in "reverse innovation" - developing solutions originally created for emerging markets and bringing them to industrialized nations at a lower cost. Examples include low-cost health innovations from India.
3. Western companies can learn from Asian competitors' focus on continuous improvement, removing unnecessary costs, and engaging employees to solve problems and boost productivity in order to better compete globally.
This document compares the traditional method of collecting waste using bins to a newer method using a machine called a Superlizzy. The Superlizzy provides several benefits over traditional bins including being smaller in size, requiring only one collection point, automatically separating liquids and compacting waste. This reduces cleaning time, the number of bag changes, and transportation time of waste, saving an estimated two hours of work per day. The Superlizzy also encourages better waste separation by customers and improves hygiene by containing liquids.
The document provides information about the home buying process for first-time homebuyers. It discusses determining how much home you can afford, the importance of credit, mortgage options including government and conventional loans, closing costs, and the steps involved in the mortgage application and approval process. The overall goal is to educate homebuyers so they can choose the right mortgage program and home to fit their needs and budget.
Excellence Of Operating Quality, Profitable ClubsBill McBride
This document provides an overview of a presentation given by Bill McBride, President and COO of Club One, Inc. The presentation focuses on operating quality, profitable clubs and redefining or reframing issues to achieve success. It covers industry trends, leadership principles, management techniques, marketing strategies and the customer experience to help clubs improve performance.
Staff Management Tips For Success, Nmp09 [Compatibility Mode]billcrawfordnhnm
This document provides tips for staff management success, including maintaining value for customers. It discusses the importance of hiring the right employees who can provide a good customer experience both in-store and after purchase. The document also stresses the need for ongoing training of both new and existing employees on product knowledge, store policies, and customer service skills. Finally, it outlines best practices for motivating employees through delegation, empowerment, two-way communication, and other strategies.
Staff Management Tips For Success, Nmp09 [Compatibility Mode]Bill Crawford
This document provides tips for staff management success, including maintaining value for customers. It discusses the importance of hiring the right employees who can provide a good customer experience both in-store and after purchase. The document also stresses the need for ongoing training of both new and existing employees on product knowledge, store policies and customer service skills. Finally, it outlines best practices for motivating employees through delegation, empowerment, communication and rewards.
This document discusses customer service and presents training material on the topic. It includes [1] program objectives like identifying customer needs and complaints, maintaining relationships, and assessing communication skills; [2] a challenge to write a one-sentence definition of customer service; [3] questions about experiences with customer service; [4] statistics on why customers leave; [5] desired competencies for customer service representatives; [6] common excuses for poor service and ways to counter them; and [7] what customers want from representatives.
This document provides an overview and summary of a lecture on service quality, customer expectations and perceptions, and case studies of the Ritz Carlton and British Airways. It discusses the key dimensions of service quality, a conceptual model of service quality gaps, reasons why gaps may exist, and objectives and effectiveness of customer information systems implemented by Ritz Carlton and British Airways. Examples of how each organization materializes service and learns from customer feedback are also provided.
This document appears to be a 13 page PowerPoint presentation from www.ReadySetPresent.com on the topic of customer service. The presentation covers objectives like identifying customer needs and complaints, communication skills, and maintaining customer relationships. It includes sections on why customers leave, key customer service competencies, common service excuses, what customers want, and implementing an effective customer service program. The final slide advertises downloading the full presentation from the ReadySetPresent website.
The document discusses key aspects of service quality management. It defines services in several ways and notes their intangible nature. Services are characterized by intangibility, inseparability, variability, perishability, and customer participation without ownership. The document outlines various classifications of services and introduces the service process matrix. It then discusses dimensions of service quality using the gaps model to identify six potential gaps: knowledge, policy, delivery, communication, perception, and quality. Suggestions are provided for closing these gaps through improved communication and monitoring of soft and hard quality measures. Tools like surveys, control charts, fishbone diagrams, and blueprinting are presented to analyze problems and ensure high service quality.
The document outlines learning objectives and topics for a course on prospecting. The objectives include realizing the importance of prospecting, learning best practices for successful prospecting, and developing effective communication methods. The course will discuss topics like asking customer-focused questions, dealing with resistance, and always operating in a "prospecting mode." It will also cover prospecting success stories and strategies for nurturing customers and prospects.
Christopher Rausch | Master Motivators | Presentation - Exceeding Your Custom...Christopher Rausch
A recent workshop I conducted for the United States Postal Customer Council.
Focuses:
- Customer service
- Attitude shifting
- Proven ways to exceed expectations
- Relationships
- Communication
A comprehensive overview of B2B lead gen using social media. Covers: skills needed, traditional marketing role, landing pages/homepages, tips and tricks, getting started, the buyers' journey,trends, strategies, lead generation, lead nurturing, content, content marketing
The document outlines the purchase model for services, including the pre-purchase, service encounter, and post-purchase phases. In the pre-purchase phase, factors that influence purchase decisions are discussed, including individual needs, past experience, expectations, and involvement level as internal factors, and competitive options, social context, and word-of-mouth as external factors. The document also discusses the different types of risks in purchase decisions - performance, financial, time loss, opportunity, psychological, social, and physical - and strategies to reduce the uncertainty and consequences of each risk type. Finally, the post-purchase phase and future customer behavior based on service quality evaluation and satisfaction or dissatisfaction are summarized.
The document discusses key concepts in services marketing including current trends, characteristics of services, the product continuum, customer orientation, the services marketing mix, service quality gaps, customer expectations, and approaches for managing expectations. It provides an overview of important frameworks for understanding services and how to meet and exceed customer expectations.
Hear what results today's funders are looking for from the nonprofits they fund and learn how you can capture that information.
See various examples of how nonprofits have utilized online outcomes tracking software to make a greater difference in the lives of their clients and and expand their funding.
Therese Jerrard, a gifted sales trainer at Deluxe Corp, gives a presentation that has great value for Small Business Sales – regardless of your comfort with selling or your type of business.
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
Chadwick Martin Bailey’s Brant Cruz and Jeff McKenna presented best practices of market segmentation based on their years of experience working with clients like eBay, Electronic Arts, Plantronics, and Microsoft.
This document summarizes a webinar presented by Ron Pickett on customer service for lab managers. The webinar covered trends in customer service, including anticipating customer needs, personalized service, and the impact of the internet. It discussed how concepts from top customer-focused companies can be applied in labs, including focusing on internal and external customers. The webinar also addressed bringing customer service principles to labs and overcoming challenges to organizational change.
This document summarizes a webinar presented by Ron Pickett on customer service for lab managers. The webinar covered trends in marketing and customer service, analyzing their implications for laboratories. Pickett discussed how laboratories can apply concepts from customer-focused organizations by focusing on anticipating customer needs, providing personalized service, and measuring customer satisfaction. He emphasized that excellent customer service starts from the top and requires continual improvement efforts. The webinar highlighted how customer service principles can help laboratories improve interactions with both external customers like funding agencies as well as internal customers within the organization.
The document discusses why sales training often fails to have its intended impact and provides recommendations for improving effectiveness. It notes that most of the skills from training are lost within a week without application. Two case studies are presented of individuals whose training was not effective - Jill, who was capable but unmotivated to apply the new skills, and Sam, who was motivated but overwhelmed trying to apply them. The document analyzes the specific barriers each faced and provides strategies to address them, such as tailored application tools and ongoing coaching. It concludes with a top 10 list of recommendations to make sales training more impactful, starting with gaining leadership commitment and focusing training on key skill gaps.
This document outlines various business competencies including marketing, communications, technical writing, talent management, and business development. Services include graphic design, website development, training programs, and technical/business writing services such as brochures, manuals, and proposals. Translation from English to Spanish is also offered.
This document provides an overview of seminar offerings from Lynne Peer, Rod Pulley, and Jeanne Sperry. The seminars cover topics such as selling skills, financial management, design/marketing/advertising, individual excellence, supervision/management, and strategic management. Customized seminars can also be created based on business needs. Contact information is provided to inquire about seminar options.
The document lists seminar offerings from Lynne Peer, Rod Pulley, and Jeanne Sperry. The seminars cover topics such as selling skills, financial management, design/marketing/advertising, individual excellence, supervision/management, and strategic management. Customized seminars can also be created based on business needs. Contact information is provided to schedule seminars.
1. Several retailers brand themselves by including their photo in advertising to create instant recognition.
2. One-day sales with advance private invitations can create urgency if the product is a real value and deposits are accepted.
3. Internet advertising, including your own website or web mall presence, is very important to reach customers researching online.
4. Tracking how customers hear about sales and the store, such as referrals or different ads, can help decide where to spend advertising dollars most effectively.
Here are some key benefits private label credit cards:
- They allow customers to finance large purchases over time, making flooring more affordable and increasing sales.
- Customers who use the cards tend to spend more and shop more frequently at the store.
- The store earns income from interest charges and fees, providing a revenue stream beyond just product sales.
- Having "your store name" credit card builds brand loyalty as customers associate the card with your business.
- You gain insight into customers' purchasing patterns by tracking their card usage over time.
- You can offer cardholders special discounts, sales, or rewards to encourage ongoing shopping with you.
Private label credit cards have benefits for both
This document discusses the benefits of carpet in educational facilities. It begins by outlining learning objectives related to how students, teachers, and schools experience carpet. It then provides statistics on schools in the US and discusses common environmental problems faced. The document discusses surveys that found teachers view classroom design as important and see benefits of carpet for acoustics and comfort. It also summarizes a case study where installing carpet in an elementary school was linked to improved student achievement and test scores. Overall, the document argues carpet provides physical benefits like safety, comfort, and noise reduction as well as non-physical benefits and is more cost effective than hard flooring due to lower maintenance costs over the lifetime of the material.
Happiness involves feeling content, capable, and centered. It also means experiencing a rich sense of well-being through self-understanding and acceptance. Happy people live in the moment and take joy in life. The document then lists 9 choices that happy people make: intention, accountability, identification, centrality, recasting, options, appreciation, giving, and truthfulness. It provides more details about intention and accountability.
This document discusses the benefits of carpet in educational facilities. It begins by outlining learning objectives related to how students, teachers, and schools experience carpet. It then provides statistics on schools in the US and discusses how carpet can help create healthy learning environments. The document discusses a survey of teachers that found most see advantages of carpet for acoustics, comfort, and flexibility. It also summarizes a case study of a school that installed carpet and saw improved student achievement and test scores. Overall, the document argues carpet provides physical benefits like comfort, safety from falls, and acoustic benefits by reducing noise; and non-physical benefits like stress reduction and signaling care for students. It also discusses carpet as a cost effective flooring option in terms
Shaw Learning Academy offers a wide range of training and career development programs to help associates achieve success. Programs include orientation for new employees, leadership development, sales training, product knowledge courses, and programs to develop skills in areas like supervision, communication, and technology. Shaw supports education through tuition reimbursement and partnerships with local colleges. The goal is to provide growth opportunities and invest in employees.
This document discusses the benefits of carpet in educational facilities. It begins by outlining learning objectives related to how carpet impacts students, teachers, acoustics, and indoor air quality in classrooms. It then provides statistics on schools in the US, noting many are in need of renovation and that carpet can help create healthy learning environments. The document describes a case study where carpet installation at Charles Young Elementary School was linked to improved student achievement and test scores. It argues carpet offers physical benefits like comfort, warmth, noise reduction and that with proper maintenance, carpet does not negatively impact indoor air quality.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
3 Simple Steps To Buy Verified Payoneer Account In 2024SEOSMMEARTH
Buy Verified Payoneer Account: Quick and Secure Way to Receive Payments
Buy Verified Payoneer Account With 100% secure documents, [ USA, UK, CA ]. Are you looking for a reliable and safe way to receive payments online? Then you need buy verified Payoneer account ! Payoneer is a global payment platform that allows businesses and individuals to send and receive money in over 200 countries.
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The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
3. Americas Mart University 6/18/2009
What Motivates Customer Behavior What Motivates Customer Behavior
Social Needs Esteem Needs
Self-actualization Are the employees Self-actualization
Esteem Needs :
friendly? Esteem Needs :
Do the employees treat
Belongingness and Love needs
Do I feel comfortable as a
Belongingness and Love needs
me as an individual?
Safety Needs Safety Needs
Biological and Physiological Needs
customer? Biological and Physiological Needs
Do the employees
Do th
D other people I k
l know appreciate my business?
use these products and Will I gain status using
services? their product or service?
Will having this product be Will others recognize that I
positive to my family and made a good decision
friends? purchasing this product?
What Motivates Customer Behavior
Self-Actualization Needs
Types of Dissatisfied Customers
Self-actualization
Esteem Needs :
How will this product add
Belongingness and Love needs
value to my experience?
Safety Needs Is the company willing to Rude or Aggressive Customer
Biological and Physiological Needs customize this product to
p Argumentative Customer
suit my particular situation? Angry Customer
How will using this product Unhappy Customer
help me gain status?
Will using this product help
me make a difference in
the world?
Dealing with a Rude
Dealing with Rudeness
or Aggressive Customer
The customer says “Seems like my special orders
Remain calm. Remind yourself that the never come in on time. Can’t you do a better job
person is angry at the situation usually, scheduling?”
and not you personally.
Lower your voice, even if he gets louder. You answer:
Talk at a normal pace. “Mrs. Johnson, we pride ourselves on paying
If he uses abusive language or makes attention to detail and want to please you.
negative statements about you or your Unfortunately, we did not receive this product from
company, say, “I understand that you our supplier, but I have called to find out when we
are upset, but using that language will can expect to receive it.
not help us get this resolved.” .
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4. Americas Mart University 6/18/2009
Dealing with Rudeness The Argumentative Customer
The customer says, “ I can’t believe how ignorant Even though your first instinct may be to
you people are. I asked a question and got a shrug.
argue back, it’s better to try these techniques:
Does anybody know anything here?”
Speak softly.
S k ftl
Your answer:_____________________________ Ask the person’s opinion. Probe to make
_______________________________________ sure you fully understand their concerns.
_______________________________________
Concentrate on points of agreement.
_______________________________________
_______________________________________ Excuse yourself if you become angry and
ask for someone to take over if it would be
beneficial to the situation.
The Angry Customer Dealing with Anger
Address the anger first.
Nothing will progress until the
negative emotion is reduced.
Keep your emotions in check.
They’re delivering two
1.
1 Let the customer vent
vent.
messages:
2. Acknowledge the customer’s
~ The facts dissatisfaction.
3. Apologize, if appropriate.
~ The feelings
4. Ask questions to fully
What can you do with this type customer? understand the issues.
5. Make a statement about
finding a resolution.
Dealing with an Argumentative
Dealing with an Angry Customer
or Angry Customer
1. Watch your tone of voice.
2. Be sympathetic
“When I called you said you had these products in
3. Don’t make promises you can’t keep. stock. Now, I come down here and can’t find
4.
4 Analyze the problem. Make sure you fully
problem anything I wanted What’s your problem?”
wanted. What s problem?
understand the complete situation. Ask if
there are other issues. Your Response:___________________________
5. Stress what you CAN do, not what you ________________________________________
can’t do.
________________________________________
6. Negotiate a solution.
________________________________________
7. Follow through.
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5 Ridge Rd. | Beaufort, SC 29907 | 843.597.2233 c | 843.525.9181 4
5. Americas Mart University 6/18/2009
The Unhappy Customer Dealing with an Unhappy Customer
Create a relaxing environment by
being calm and understanding.
Isn’t pleased with the
Be patient and be a good listener.
service he’s received.
Isn t
Isn’t happy about the Let the customer fully explain the
situation without interrupting
product.
him/her to offer an excuse.
Feels he/she was misled
about product. Answer all their questions in a kind
manner.
Offer suggestions for resolving the
situation.
Dealing with an Unhappy Customer Phrasing and the Difference it Makes
“I washed this sweater according to directions Instead of this Say This
and look what happened.” It’s our policy. We’ve found that the best way to handle
this situation is to …
Did you…..? When will you be able to …?
You answer:___________________________
We can’t do that. Boy, that’s a tough one. Let’s see what we
_____________________________________ can do to find an alternate solution.
_____________________________________ I don’t know…. That’s a good question. Let me check and
find out.
_____________________________________ You didn’t do… We need for you to…...because……
Phrasing and the Difference it Makes Practice Dealing with Situations
Instead of this Say This
You’ll have to…. Would it be convenient to…?
You
Y need t d to…. If you would…..
ld
Hold please. I’ll be It may take me some time to get
right back. that information. Are you able to
hold or shall I call you back?
“No” used at the start We aren’t able to…, but we can….
of any sentence. I’m sorry, we are unable to….
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6. Americas Mart University 6/18/2009
Turning Difficult Customers Around In Closing
Understand what causes customer dissatisfaction.
Identify what’s behind a customer’s attitude.
Learn techniques for handling different types of
What has worked for you?
challenging customers
customers.
Practice dealing with difficult situations.
Selling is all about relationships and proper handling of
dissatisfied customers can actually build customer loyalty.
Our goal should be to create customers for life.
Thank You for Your Participation
Marketing, Communications and Technical Writing
▪
Corporate Universities, Instructional Design and Training
▪
Human Resources and Change Management
▪
Business Development and Sales
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