The experience economy represents the next stage of economic progress after commodity, goods-based, and service economies. To succeed in the experience economy, businesses must [1] carefully design memorable experiences that engage customers' senses, [2] refresh experiences periodically to avoid staleness, and [3] charge for the experience itself rather than just the service. The Net Promoter Score is a key metric that predicts customer loyalty and company growth by measuring how likely customers are to recommend a business to others. Implementing the "service-profit chain" model can also boost profits by strengthening the links between internal service quality, employee and customer satisfaction, and customer loyalty.
The document discusses how experiences are becoming the foundation for future economic growth. Successful companies will use products and services to create engaging customer experiences. It provides examples of how coffee, birthday offerings, and other industries have progressed from commodities to differentiated experiences. The document also outlines ways to stage customer surprises and create positive impressions through cues related to time, space, technology, authenticity, sophistication, and scale. It recommends eliminating negative cues like unnecessary signage, clutter, wear and tear, and poor staff behavior.
This document summarizes experiential marketing activations at the SXSWi conference in 2014. It describes several brand activations including Spotify House, Mashable House, Samsung Music Lounge, American Express Serve Station, Oreo Trending Vending, Subway, 7-Eleven #gimmepizza, Nespresso, The Strain transformation station, 3M idea exchange, Chevy test drives, gaming expo with Mario Kart, guerrilla tactics, and after parties. It also outlines potential pain points for attendees like crowds, lines, transportation, phone battery life, FOMO, and tech overload. Opportunities for brands are suggested like transportation shuttles, mobile charging, curated tours
The document discusses the shift from a product-focused economy to an experience economy, where consumers are seeking emotional experiences and active participation over passive consumption. It notes that mass marketing is dead, and that brands must participate in conversations and relationships with consumers rather than just blasting messages. The new value paradigm is experiences, so marketers must help brands design experiences for consumers through sensory elements like images, sounds, and smells.
The document discusses the "experience economy" framework developed by Pine and Gilmore. It describes the progression from commodities to goods to services to experiences, with experiences defined as memorable events that engage customers. Experiences are distinguished from services in that they intentionally use services and goods to create an event. The framework outlines two dimensions - customer participation and connection - that define four experience realms. Effective experience design includes a theme, cues, and engaging multiple senses to create memorable impressions.
This document discusses the emerging experience economy and changing models of value creation. It notes that personal and business values are shifting from hierarchical to horizontal structures, and from transaction-based to purpose-based models. Experiences are becoming the primary currency and need, as individuals seek meaningful experiences that allow them to explore purpose and break from daily routines. Businesses must rethink their purpose and humanize in order to facilitate these meaningful experiences. The experience economy coordinates are forming a new economic system centered around experience as the primary form of value creation.
The What,Why and How of Experiential MarketingJrny
‘A brand relevant two-way communication
between consumers and brands delivered face-to-face
or remotely.’ - Exp Marketing
The 101 guide for Experiential marketing.
SXSW Interactive 2015 was bigger than ever. How can brands and audiences connect amid the chaos? In this presentation, we identify 8 common pain points for attendees and brands, and highlight the experiential work produced by PBJS for PayPal and Salesforce, plus other buzz-worthy brand activations around the Austin Convention Center.
The document discusses how experiences are becoming the foundation for future economic growth. Successful companies will use products and services to create engaging customer experiences. It provides examples of how coffee, birthday offerings, and other industries have progressed from commodities to differentiated experiences. The document also outlines ways to stage customer surprises and create positive impressions through cues related to time, space, technology, authenticity, sophistication, and scale. It recommends eliminating negative cues like unnecessary signage, clutter, wear and tear, and poor staff behavior.
This document summarizes experiential marketing activations at the SXSWi conference in 2014. It describes several brand activations including Spotify House, Mashable House, Samsung Music Lounge, American Express Serve Station, Oreo Trending Vending, Subway, 7-Eleven #gimmepizza, Nespresso, The Strain transformation station, 3M idea exchange, Chevy test drives, gaming expo with Mario Kart, guerrilla tactics, and after parties. It also outlines potential pain points for attendees like crowds, lines, transportation, phone battery life, FOMO, and tech overload. Opportunities for brands are suggested like transportation shuttles, mobile charging, curated tours
The document discusses the shift from a product-focused economy to an experience economy, where consumers are seeking emotional experiences and active participation over passive consumption. It notes that mass marketing is dead, and that brands must participate in conversations and relationships with consumers rather than just blasting messages. The new value paradigm is experiences, so marketers must help brands design experiences for consumers through sensory elements like images, sounds, and smells.
The document discusses the "experience economy" framework developed by Pine and Gilmore. It describes the progression from commodities to goods to services to experiences, with experiences defined as memorable events that engage customers. Experiences are distinguished from services in that they intentionally use services and goods to create an event. The framework outlines two dimensions - customer participation and connection - that define four experience realms. Effective experience design includes a theme, cues, and engaging multiple senses to create memorable impressions.
This document discusses the emerging experience economy and changing models of value creation. It notes that personal and business values are shifting from hierarchical to horizontal structures, and from transaction-based to purpose-based models. Experiences are becoming the primary currency and need, as individuals seek meaningful experiences that allow them to explore purpose and break from daily routines. Businesses must rethink their purpose and humanize in order to facilitate these meaningful experiences. The experience economy coordinates are forming a new economic system centered around experience as the primary form of value creation.
The What,Why and How of Experiential MarketingJrny
‘A brand relevant two-way communication
between consumers and brands delivered face-to-face
or remotely.’ - Exp Marketing
The 101 guide for Experiential marketing.
SXSW Interactive 2015 was bigger than ever. How can brands and audiences connect amid the chaos? In this presentation, we identify 8 common pain points for attendees and brands, and highlight the experiential work produced by PBJS for PayPal and Salesforce, plus other buzz-worthy brand activations around the Austin Convention Center.
This document discusses assessing the financial viability of a business model early in the process. It provides tools and frameworks for evaluating three key components: market scale, breakeven analysis, and return on investment. Breakeven analysis involves estimating costs, volume needs, and pricing to cover costs. Return on investment considers the financial returns needed to compensate for the risks to the entrepreneur. The document also discusses differences in assessing financial viability for a product market versus a technology market focused on licensing or acquisition.
This chapter discusses how companies can build customer satisfaction, value, and retention. It addresses defining customer value and satisfaction, delivering high customer value, attracting and retaining customers through relationship management, measuring customer and company profitability, and implementing total quality management. The key is satisfying and delighting customers through the customer experience at every touchpoint and building long-term customer relationships and loyalty.
Retaining & nurturing customers (Igniter breakfast seminar, 2008)Paul Roberts
The summary notes from a breakfast seminar I presented in 2008, on how to identify, engage and delight customers.
Presenting my '3 lens' model for retaining and growing the value of your existing customers, it includes case study examples for successful companies and clients.
The seminar was attended by people from several industries, including sport and banking.
Topic: Before launching a product in the market, what should a producer do? Suggest some solutions to make products best-selling and always stay ahead in today's competitive market. Give an example of the product which is famous and always best-selling.
The Chelsea Apps Factory (CAF) helps businesses mobilize their operations through three main services: the Innovation Lab, Proving Ground, and Mobilising Business. The CAF identifies business goals, prioritizes solutions, and delivers a series of production-ready mobile products and services through continuous improvement. They have helped organizations like Ladbrokes, Waitrose, KPMG, and the Telegraph grow their mobile businesses. The CAF uses an agile development approach involving iterative development through two-week sprints to reduce risks and quickly deliver value. They take candidate app ideas through prioritization, analysis, and delivery using continuous feedback to further improve products.
The Many Faces of Sales Enablement: How to Drive Revenue Through Retention Ma...Aggregage
In a pandemic, it’s more important than ever to focus on retaining and expanding current customers. So, how can sales and marketing support the retention effort? Join Ruth Stevens as she dives into this fast-paced session and reviews the 7 key strategies for current customer marketing, to enable sales and expand customer value.
This document discusses the importance of customer loyalty and retention for businesses. It provides tools to measure loyalty, reasons why customers leave companies, and strategies representatives can use to improve loyalty and retention. The presentation emphasizes demonstrating care for customers, understanding their needs, building rapport, showing product expertise, taking ownership of issues, providing efficient service, and achieving first call resolution to create loyal, satisfied customers.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Marketing 101 chapter2 building customer satisfactionMarivic Macale
The document discusses building customer satisfaction through quality, service, and value. It discusses determining customer value and satisfaction, as well as customer delivered value. It also discusses ways to achieve highly satisfied customers through customer focus, tracking expectations and satisfaction, and improving processes. The key is developing strong customer relationships through retention strategies like reducing customer defection rates.
Michael Lowenstein will discuss linking customer feedback and brand/supplier loyalty in a RealMarket Live! webcast scheduled for September 13, 2002 at 10am ET. The 20-minute interview style webcast will explore using customer feedback data to drive loyalty through examples from companies like Harrah's Hotels and Casinos, Dorothy Lane Markets, British Airways, and Baptist Health Care. Michael will also summarize the differences between customer satisfaction and loyalty measurements. Listeners are encouraged to provide feedback after the presentation.
Seminar: 7 Habits And Barrier Of Customer Based Company.DasmrDjadja Sardjana
This document outlines seven habits of successful customer-focused companies and seven barriers to success. The habits include: being obsessed with customer value, comfortable with long-term results, senior executive sponsorship, deep commitment, new metrics, employee training, and identifying internal stakeholders. The barriers include: internal focus, short-term thinking, command culture, inadequate data, sub-optimal knowledge, relying on technology, and wrong incentives. The document advocates focusing on customers rather than products to build loyalty and relationships.
The document is a presentation from Shop.org on 40 email marketing strategies. It includes introductory information about Shop.org and its mission to provide information to online retail executives. The bulk of the document consists of summaries of presentations from four panelists on various email marketing strategies and tactics. The panelists presented on topics like driving traffic from email to stores, keeping email marketing relevant and fresh, using innovative promotions to increase response, and email practices that can lose customers.
Fighting the Fear of Feedback: CustomerGauge webinarCustomerGauge
Feedback is part our everyday life, from parents, school, sports/fitness, through to 360 degree appraisals at work. Why then do many companies seem to be afraid of receiving feedback from their most valuable resources – customers?
- Reasons behind the “Fear of Feedback”,
- Examples of best practice – world class companies doing it right
- Using Net Promoter Score® as a measurement tool
- Practical ways to deal with positive, negative comments, as well as customer suggestions
- Automated processes to help close the loop: strategic and tactical
- Feedback on the feedback – examples of how to get back to customers.
You can also view the webinar: http://wp.me/pzGbP-x8
A detailed study on how e-commerce works and what it stands for, and later on more discussed about how the big firms use many different types of e-commerce strategies. Also focused on how successful and important is Ecommerce in this era.
This presentation is designed to:
- clarify common confusion between profit and cash in the bank
- provide practical actions that you can immediately use in your business
- offer an example of a cash flow report that can help a business owner
This document provides a training program on customer service. It discusses the importance of customer service, what customers expect, and how to provide excellent service through effective communication. The training covers topics such as understanding customers, developing a positive attitude, maintaining ethics, and using courtesy. It emphasizes that customer service is key to continued business success through higher profits, satisfaction, and repeat customers. The training aims to equip participants with the skills and mindset to consistently deliver exceptional customer experiences.
Empowerment through Enterprise - how to get your start up business off the gr...caniceconsulting
This document discusses options for funding a new business venture. It begins by explaining the importance of determining if a business idea is viable by considering if there is demand for the product/service and if it can generate sufficient reward and profit. It then covers costs, pricing, calculating breakeven points using total cost and contribution approaches. Finally, it discusses sources of funding that may be available to support a new startup business.
The document provides details about a business plan for a restaurant called "Shauntel de' Restaurante". It includes sections on acknowledging contributions, describing the business and its location, justifying the location choice, selecting appropriate labor, sources of capital, the role of the entrepreneur, types of production, quality control measures, use of technology, linkages, potential for growth, government regulations, and ethical issues. The business will be a sole proprietorship restaurant located in New Kingston providing meals, pastries, and beverages while also offering delivery and catering services.
The document discusses customer satisfaction and retention. It provides information on ICICI, an Indian financial institution, and its subsidiaries. It then discusses how customers form expectations and the importance of meeting or exceeding them to achieve total customer satisfaction. Various tools for tracking customer satisfaction like surveys and complaints systems are examined. Retaining existing customers is emphasized as it is more cost effective than acquiring new customers. Relationship marketing and creating customer loyalty through different levels of engagement are also covered.
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
This document discusses assessing the financial viability of a business model early in the process. It provides tools and frameworks for evaluating three key components: market scale, breakeven analysis, and return on investment. Breakeven analysis involves estimating costs, volume needs, and pricing to cover costs. Return on investment considers the financial returns needed to compensate for the risks to the entrepreneur. The document also discusses differences in assessing financial viability for a product market versus a technology market focused on licensing or acquisition.
This chapter discusses how companies can build customer satisfaction, value, and retention. It addresses defining customer value and satisfaction, delivering high customer value, attracting and retaining customers through relationship management, measuring customer and company profitability, and implementing total quality management. The key is satisfying and delighting customers through the customer experience at every touchpoint and building long-term customer relationships and loyalty.
Retaining & nurturing customers (Igniter breakfast seminar, 2008)Paul Roberts
The summary notes from a breakfast seminar I presented in 2008, on how to identify, engage and delight customers.
Presenting my '3 lens' model for retaining and growing the value of your existing customers, it includes case study examples for successful companies and clients.
The seminar was attended by people from several industries, including sport and banking.
Topic: Before launching a product in the market, what should a producer do? Suggest some solutions to make products best-selling and always stay ahead in today's competitive market. Give an example of the product which is famous and always best-selling.
The Chelsea Apps Factory (CAF) helps businesses mobilize their operations through three main services: the Innovation Lab, Proving Ground, and Mobilising Business. The CAF identifies business goals, prioritizes solutions, and delivers a series of production-ready mobile products and services through continuous improvement. They have helped organizations like Ladbrokes, Waitrose, KPMG, and the Telegraph grow their mobile businesses. The CAF uses an agile development approach involving iterative development through two-week sprints to reduce risks and quickly deliver value. They take candidate app ideas through prioritization, analysis, and delivery using continuous feedback to further improve products.
The Many Faces of Sales Enablement: How to Drive Revenue Through Retention Ma...Aggregage
In a pandemic, it’s more important than ever to focus on retaining and expanding current customers. So, how can sales and marketing support the retention effort? Join Ruth Stevens as she dives into this fast-paced session and reviews the 7 key strategies for current customer marketing, to enable sales and expand customer value.
This document discusses the importance of customer loyalty and retention for businesses. It provides tools to measure loyalty, reasons why customers leave companies, and strategies representatives can use to improve loyalty and retention. The presentation emphasizes demonstrating care for customers, understanding their needs, building rapport, showing product expertise, taking ownership of issues, providing efficient service, and achieving first call resolution to create loyal, satisfied customers.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Marketing 101 chapter2 building customer satisfactionMarivic Macale
The document discusses building customer satisfaction through quality, service, and value. It discusses determining customer value and satisfaction, as well as customer delivered value. It also discusses ways to achieve highly satisfied customers through customer focus, tracking expectations and satisfaction, and improving processes. The key is developing strong customer relationships through retention strategies like reducing customer defection rates.
Michael Lowenstein will discuss linking customer feedback and brand/supplier loyalty in a RealMarket Live! webcast scheduled for September 13, 2002 at 10am ET. The 20-minute interview style webcast will explore using customer feedback data to drive loyalty through examples from companies like Harrah's Hotels and Casinos, Dorothy Lane Markets, British Airways, and Baptist Health Care. Michael will also summarize the differences between customer satisfaction and loyalty measurements. Listeners are encouraged to provide feedback after the presentation.
Seminar: 7 Habits And Barrier Of Customer Based Company.DasmrDjadja Sardjana
This document outlines seven habits of successful customer-focused companies and seven barriers to success. The habits include: being obsessed with customer value, comfortable with long-term results, senior executive sponsorship, deep commitment, new metrics, employee training, and identifying internal stakeholders. The barriers include: internal focus, short-term thinking, command culture, inadequate data, sub-optimal knowledge, relying on technology, and wrong incentives. The document advocates focusing on customers rather than products to build loyalty and relationships.
The document is a presentation from Shop.org on 40 email marketing strategies. It includes introductory information about Shop.org and its mission to provide information to online retail executives. The bulk of the document consists of summaries of presentations from four panelists on various email marketing strategies and tactics. The panelists presented on topics like driving traffic from email to stores, keeping email marketing relevant and fresh, using innovative promotions to increase response, and email practices that can lose customers.
Fighting the Fear of Feedback: CustomerGauge webinarCustomerGauge
Feedback is part our everyday life, from parents, school, sports/fitness, through to 360 degree appraisals at work. Why then do many companies seem to be afraid of receiving feedback from their most valuable resources – customers?
- Reasons behind the “Fear of Feedback”,
- Examples of best practice – world class companies doing it right
- Using Net Promoter Score® as a measurement tool
- Practical ways to deal with positive, negative comments, as well as customer suggestions
- Automated processes to help close the loop: strategic and tactical
- Feedback on the feedback – examples of how to get back to customers.
You can also view the webinar: http://wp.me/pzGbP-x8
A detailed study on how e-commerce works and what it stands for, and later on more discussed about how the big firms use many different types of e-commerce strategies. Also focused on how successful and important is Ecommerce in this era.
This presentation is designed to:
- clarify common confusion between profit and cash in the bank
- provide practical actions that you can immediately use in your business
- offer an example of a cash flow report that can help a business owner
This document provides a training program on customer service. It discusses the importance of customer service, what customers expect, and how to provide excellent service through effective communication. The training covers topics such as understanding customers, developing a positive attitude, maintaining ethics, and using courtesy. It emphasizes that customer service is key to continued business success through higher profits, satisfaction, and repeat customers. The training aims to equip participants with the skills and mindset to consistently deliver exceptional customer experiences.
Empowerment through Enterprise - how to get your start up business off the gr...caniceconsulting
This document discusses options for funding a new business venture. It begins by explaining the importance of determining if a business idea is viable by considering if there is demand for the product/service and if it can generate sufficient reward and profit. It then covers costs, pricing, calculating breakeven points using total cost and contribution approaches. Finally, it discusses sources of funding that may be available to support a new startup business.
The document provides details about a business plan for a restaurant called "Shauntel de' Restaurante". It includes sections on acknowledging contributions, describing the business and its location, justifying the location choice, selecting appropriate labor, sources of capital, the role of the entrepreneur, types of production, quality control measures, use of technology, linkages, potential for growth, government regulations, and ethical issues. The business will be a sole proprietorship restaurant located in New Kingston providing meals, pastries, and beverages while also offering delivery and catering services.
The document discusses customer satisfaction and retention. It provides information on ICICI, an Indian financial institution, and its subsidiaries. It then discusses how customers form expectations and the importance of meeting or exceeding them to achieve total customer satisfaction. Various tools for tracking customer satisfaction like surveys and complaints systems are examined. Retaining existing customers is emphasized as it is more cost effective than acquiring new customers. Relationship marketing and creating customer loyalty through different levels of engagement are also covered.
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...Diana Rendina
Librarians are leading the way in creating future-ready citizens – now we need to update our spaces to match. In this session, attendees will get inspiration for transforming their library spaces. You’ll learn how to survey students and patrons, create a focus group, and use design thinking to brainstorm ideas for your space. We’ll discuss budget friendly ways to change your space as well as how to find funding. No matter where you’re at, you’ll find ideas for reimagining your space in this session.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
1. Experience Economy
History of Economic Progress
1. Commodity Economy-
Cakes baked from
scratch
2. Good-based Economy
– Use premixed
ingredients
3. Service Economy –
Order whole cake
4. Experience Economy -
Buy a memorable event
2. Experience Economy
1. Indicator of Maturity of service economy
IBM no longer gives service away for free.
2. Indicator of Immaturity of experience economy
The geek squad etc. don’t charge for the
experience economy
3. What has to be done if business are to charge for experience?
① Carefully design offerings with more engaging events
② Wrap offerings with experiences for higher levels of
differentiation and profits
3. Good Experience – Personal, Memorable
Designing Memorable Experiences
1. Theme the experience - the Forum Shops in Las Vegas, a mall that displays its distinctive theme
- an ancient Roman marketplace - in every detail.
2. Harmonize impressions with positive cues. – Cues that affirm the nature of the experience can
aid the creation of a unique experience. "Your table is ready," no particular cue is given. But
when a Rainforest Cafe host declares, "Your adventure is about to begin," it sets the stage for
something special.
3. Eliminate negative cues -For example, trash bins at fast-food facilities typically display a
"Thank You" sign which is a cue to customers to bus their own trays, but "No service here," is a
negative reminder. Experience stagers can turn the trash bin into a talking, garbage eating
character that shows a gratitude when the lid swings open. Customer’s self-busing becomes a
positive part of the eating experience.
4. Offer memorabilia - A Rolling Stones concert-goer, for example, will pay a premium for an
official T-shirt emblazoned with the date and city of the concert. That's because the price is less
important factor than the value the buyer wants to remember.
5. Engage all five senses - The sensory stimulants that accompany an experience should support
and enhance its theme. The more senses an experience engages, the more effective and
memorable it can be.
4. The Experience Realms
Passive Absorption: Active Absorption:
Watching TV, Attending classes
To Sense To Learn
Passive Immersion: Active Immersion:
Visiting art gallery Acting in a play
To Be To Do
5. Entering the Experience Economy
1. Provide consistently engaging experience
2. Don’t overprice or overbuild
3. Periodically refresh
① The Rainforest Cafe and Planet Hollywood have
encountered trouble because they have failed to
refresh their experiences.
② Disney avoids staleness by frequently adding new
attractions and even whole parks such as the Animal
Kingdom, which opened in the spring of 19 9 8.
6. Net Promoter Score
1. The best predictor in a single survey question: Would you recommend this
company to a friend? -Customers as references put their own reputations
on the line.
2. NPS links the responses with
① Actual customer behavior - purchasing patterns and Referrals
② Ultimately company growth - It predicts company’s future outcome.
3. The goal of the NPS is to find a future customer loyalty with creating more
promoters and fewer detractors.
① Customer satisfaction is not the best indication of customer
royalty. –
② Plenty of satisfied customers defect from businesses every day
4. Taylor cites the linking of customer feedback to employee rewards as one
of the most important reasons that Enterprise has continued to grow,
even as the business became bigger and, arguably, more mature.
7. A Net-Promoter Primer
① Put simply, the net promoter score is the result achieved when companies survey their customers
with the “would you recommend” question.
② Customer referral and repurchase behaviors of three logical clusters.
a. “Promoters,” the customers with the highest rates of repurchase and referral, gave ratings of
nine or ten to the question.
b. The “passively satisfied” logged a seven or an eight, and
c. “detractors” scored from zero to six.
③ Subtract the percentage of 0s to 6s from percentage of 9s to 10s and that gives you the NPS.
④ Resist the urge to let survey questions multiply; more questions diminish response rates along with
the reliability of your sample.
⑤ Improve your score. The companies with the most enthusiastic customer referrals, including eBay,
Amazon, and USAA, receive net promoter scores of 75% to more than 80%. Firms with the highest
net-promoter scores consistently garner the lion’s share of industry growth.
8. PUTTING ‘SERVICE-PROFIT CHAIN’ TO WORK 1
What drives growth and profitability in a service business? Highly satisfied
customer. And to keep those customers profitable, the service profit chain needs
to managed.
Here’s how the service profit chain works:
① Employ satisfaction soars when enhance internal service quality(equipping
employees with the skills and power to save customers).
② Employee satisfaction in turn fuels employee royalty, which raises employee
productivity.
③ Higher productivity means greater external service value for customer-which
enhances customer satisfaction and loyalty. A mere 5% jump in customer
loyalty can boost profits 25%-85%.
To maximize profits, strengthen all the links in service profit chain.
For example, fast food giant Taco Bell found that
a. its stores with low workforce turnover (a key marker of employee loyalty)
enjoyed double the sales and 55% higher profits than stores with high
turnover.
b. To boost profitability across stores, it enhanced internal service quality-for
instance, by giving employees more latitude for on-the-job decision making.
9. 1. Internal service quality to employee satisfaction-
Financial-service company USAA
① equips its employees with state-of-the-art information systems
② offers more than 200 courses in its employee development program.
2. Employee satisfaction to employee loyalty-
Southwest airlines,
① Employee satisfaction levels are so high
② At some locations, turnover rates are lower than 5% per year.
3. Employee loyalty to Employee productivity-
An experienced broker who stays with securities firm for 5 or more years may account for
$2+million in revenue over several years.
4. Employee productivity to External service value-
Southwest employees’ unusual productivity(including rapid deplaning and reloading), explains
high customer perceptions of service value .
5. Service value to Customer satisfaction-
Insurance provider Progressive creates service value for customers, and enhances customer satisfaction
① By sending teams to the scene of major accidents and providing support services like transportation
and housing.
② By processing and paying claims quickly and reducing policyholder effort.
6. Customer satisfaction to Customer royalty
Xerox found that customers who rated their satisfaction level with a 5 (very satisfied) - on a scale of 1 to
5 - were 6 times of repurchasing xerox equipment as compared to level 4(satisfied).
7. Customer royalty to growth and profitability-
Banc One achieved a return on assets more than double by regularly taking steps to improve loyalty.