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Ysp 2011 fall_forum_session_1
The document discusses creating a customer-centric experience and culture within an organization. It emphasizes that a customer-centric approach requires focusing on customers at all levels of the organization, from leadership to employees. This ensures a single-minded purpose of satisfying customers and building loyalty. Key aspects include living the company vision, clear communication, empowering employees, and holding all accountable for customer satisfaction. The goal is to provide legendary customer service that exceeds expectations.
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Ysp 2011 fall_forum_session_1
- 1. A 360 DegreeCustomer Experience Thriving in a Customer Centric World
- 2. A True 360Degree Customer Experience
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- 5. “ Writers don’toften say anything that readers don’t already know… A writer’s greatest pleasure is revealing to people things they knew but did not know they knew.” - Andy Rooney
- 6. • 35+Years In Security • Franchise Business Model • International Expansion • Operations • Marketing • Sales
- 7. Battle Scars: "Likehaving a child, running a startup is the sort of experience that's hard to imagine unless you've done it yourself. The best source of advice for new founders is not professors or investors, but other founders." - Paul Graham: The World ’s 7 Most Powerful Entrepreneurs - Forbes
- 8. Why S.B.I? • Maximize Profitability • Simplify your Life – reduce stress • Create work / life balance…. Have more fun!
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- 12. “ Different SpokesFor Different Folks ”
- 13. Who is yourcustomer? Male or Female. Single (27%) or Married 63% 25 - 64 Income: $40K+ Black, White, Other
- 14. Customer Relations Management(CRM) … Tool or Philosophy?
- 15. #1 Fear OfOrganizations Entering New Millenium? Decommoditization Create a Remarkable Customer Experience $
- 16. Value is invisible…The only opinion that matters is the customer ’s
- 17. Value is InvisibleThe one that listens…. WINS!
- 18. 4 Indisputable Facts1. It ’s Not About You. 2. Done Right. 3. Feel Good. 4. Refer / Share.
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- 20. Today ’s Themes…Theoretical Strategic Tactical
- 21. Session I -Theoretical Creating a Customer Centric Experience. What should it look like? Why should we strive for it? How to build loyalty among your employees. How to enhance your customers brand loyalty.
- 22. Session II -Strategic Customer Relations Management (CRM) Philosophy or Tool? Marketing / Sales/ Service …. No Man ’s Land?
- 23. Session III -Tactical A Deep Dive - Takeaways from AM Sessions Key Performance Indicators (KPI ’s) Creating Accountability Value Proposition Target Market
- 24. Session I Creatinga Customer Centric Experience
- 25. Customer Service Insertseinfeld ticket clip or soup nazi clip http://www.youtube.com/watch?v=HWTMa76BzH0
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- 27. What do thesecompanies have in common? VisiCalc Osborne Computers Remington Rand De Havilland Western Union Excel Dell IBM Boeing AT&T
- 28. Disciplined People Disciplinedthoughts Disciplined action Good to Great…
- 29. Do you havean Effective organization, or an Efficient organization?
- 30. ACTION STRATEGY GOALSMISSION VISION VALUES In search of organizational effectiveness… RESULTS
- 32. BROCA ’s AreaA filter that allows comprehension Focus: The ability to say “NO” to good opportunities reticular activating system Synopsis: Neurons transmitting electronic impulses to vital organs, amygdala The Corporate Mind
- 33. Culture The connectionbetween head and heart
- 36. Does your companyoperate as a “Corporate Mind?” I need a better way of setting goals for employees. I need a better way of holding employees accountable for achieving goals. I want to hire the right people & fire the wrong people. I don ’t know if the people I have are right for the job. I wish my people communicated more effectively
- 37. Does your companyoperate as a “Corporate Mind?” I wish my supervisors would lead employees more proactively. I wish my leadership team shared my vision? I need to align rewards with accomplishments. I don ’t know if my employees are fully engaged. I want to change the culture of my company.
- 38. Liberate… don’t Legislate! Standards Ownership Consequences
- 39. How do youraise the bar?? Raise your expectations Raise their expectations Hold them accountable Live the vision Coach the person Invest in your leaders NO EXCUSES. PERIOD !!
- 40. The Communications pathwayFocus: The ability to say “NO” to good opportunities Culture The connection between head and heart Leadership is the HEART of every company
- 41. "Yeah, but we'remaking great time! “ -- Yogi Berra In reply to "Hey Yogi, I think we're lost."
- 42. Great CustomerService The goal as a company is to have customer service that is not just the best but legendary. Sam Walton, Founder of Wal-Mart
- 43. In the U.S.,71% of consumers have ended a relationship due to a poor customer service experience 61% switched to a competitor 39% just stopped buying... for every ten customers you lose due to bad service, you lose both those customers for life (and their referrals), PLUS you have helped your competition by sending 6 new customers their way. the average U.S. customer surveyed had 11 interactions each year and ended 1.2 relationships
- 44. 78% of consumerssay their most satisfying experience occurred because of a capable and competent customer service representative
- 45. 6 pillars toGreat Customer Service A source of long-term competitive advantage. Exceed expectations Inspirational leadership Manage emotions Designed outside in NOT inside out Revenue generating /cost reducing Embodies the brand
- 46. A company centricorganization…. Customer Staff management Leadership
- 47. A customer centricorganization Leadership Management Staff Customer
- 48. results in asingle-mindedness of purpose and an ability to filter out distraction. It causes a motivated and mobilized team to act at all times in support of the vision. What is honored in a country will be cultivated there. - Plato A Corporate Mind:
- 49. Creative energy isbest spent on a limited number of high yield activities Leaders focus on people Finding talent Assessing talent Developing talent Focusing talent Planning; both construction and execution Communications is clear concise & continuous People know the vision Leaders LIVE the Vision A culture of empowerment and accountability
- 50. References You,Inc. Selling The Invisible The Invisible Touch Blue Ocean Strategy Raving Fans SecurityBusinessInstitute.com
Editor's Notes
- #2 Theoretica, strategic – tactical
- #6 You already know this
- #7 Battle Scars: Why should you listen to us … scars – we ’ve done it… We’ve made mistakes- and fixed ‘em!
- #11 Successful organizations (US Government, Hospital, McDonalds) have one thing in common: customers Overview of three sessions: theoretical – Customer service in all organizations – Need management system why to use CRM –(ACT, CRM ) contact management / sales force.com / database / how you manage your customer relations Regardless of tool 3 rd session – deep dive – real world scenarios – allow you to execute on a 360 customer experience Set up ground rules here … write down notes… audience this is for you.
- #12 Successful organizations (US Government, Hospital, McDonalds) have one thing in common: customers Overview of three sessions: theoretical – Customer service in all organizations – Need management system why to use CRM –(ACT, CRM ) contact management / sales force.com / database / how you manage your customer relations Regardless of tool 3 rd session – deep dive – real world scenarios – allow you to execute on a 360 customer experience Set up ground rules here … write down notes… audience this is for you.
- #13 You ’re not in the security business… You are in the customer service business Running a customer service op
- #15 Do you know what CRM is? ACT. Sales Force.com Outlook During this session, you will learn how to plan and execute effective customer interactions that provide the best possible customer experience, as well as increased profitability for your organization. You will learn: The four components of a successful CRM How to avoid the perils of CRM How CRM can aid in target marketing your best fit customer How to build a productive, efficient, and effective sales effort And more! Your objectives of Session II?
- #16 # 1 fear of CEO ’s entering into the new millennium? – HR Challey (Think Tank) – (Response) – Answer : Decommoditization – Our challenge is to create a remarkable customer experience - lead you through idea on how to create value at every turn – only sustainable advantage / Create, cultivate and integrate / live and die on price – all about a customer experience that makes them see you differently. Decommoditization – the net effect of the internet Reducing sales to price only Building Relationships
- #17 Value Is Invisible – Ken Blanchard The only opinion that matters is the customer ’s Refer to them as “people”
- #18 The one who ”listens” … stays up late by the bonfire, makes connections, alliances is the one left at the end! How does this relate to the customer? It ’s personal!
- #19 Set up ground rules here … write down notes… audience this is for you.
- #20 Goal of Customer service
- #23 Overview of three sessions – theoretica, how to use oit –(ACT, CRM ) contact management / sales force.com/ database / how you manage your custoemr relations Regarless of tool 3 rd session – sseep dive – real world scenarioes – allow you to execute on a 360 customer experience Set up ground rules here … write down notes… audience this is for you.
- #24 Overview of three sessions – theoretica, how to use oit –(ACT, CRM ) contact management / sales force.com/ database / how you manage your custoemr relations Regarless of tool 3 rd session – sseep dive – real world scenarioes – allow you to execute on a 360 customer experience Set up ground rules here … write down notes… audience this is for you.
- #25 Why you should strive for it. How to build loyalty among your employees. How to enhance your customers' brand loyalty. PDI – inventory rate yourself on your effectiveness…. YOUR objectives today
- #26 how a united "corporate mind" and a healthy corporate culture can motivate your employees to "raise the bar," take your company from good to great, and increase customer loyalty. You will learn PDI – inventory rate yourself on your effectiveness….
- #27 BNI, networking, chambers Hired and fired wrong people Hired consultants that didn ’t understand your business Let someone else handle it Read Books ESX (Seminars ), Big Show Join and got stuck in Dealer Programs Contemplated selling (giving it away) Stopped Growing Experimented Theoretica, strategic – tactical
- #28 how a united "corporate mind" and a healthy corporate culture can motivate your employees to "raise the bar," take your company from good to great, and increase customer loyalty. You will learn Osborn Hoffman – Central Station computers – out of business – we just replaced all of ours PDI – inventory rate yourself on your effectiveness…. Osborn Hoffman – Central Station compouters – out of business
- #29 The greatest enemy of Great? Goodness how a united "corporate mind" and a healthy corporate culture can motivate your employees to "raise the bar," take your company from good to great, and increase customer loyalty. You will learn Disciplined PEOPLE With Disciplined ACTION With a disciplined FOCUS
- #30 Organization Efficiency: an organization that is productive without waste Organizational effectiveness: an organization that produces a desired effect
- #31 Stuff below the water Alignment ~ Focus ~ Accountability ~ Communications
- #32 Top Performers > 2 X productivity of average employees 100 Best Companies more than 2 X as profitable as the S&P 500 100 Best Companies ’ stock price grew at nearly 3 X rate of other companies
- #33 Brocas area named after Pierre Paul Broca • (28 June 1824 – 9 July 1880) • French physician, anatomist, and anthropologist. • Studies on language and cognition • Brocas area filters information, allowing comprehension • For a long time, it was assumed that the role of Broca's area was more devoted to language production than language comprehension. However, recent evidence demonstrates that Broca's area also plays a significant role in language comprehension As with Neurons transmitting electronic impulses to vital organs, your company’s communications pathway is the cornerstone of effectiveness The reticular activating system (RAS) • An area of the brain (including the reticular formation and its connections) responsible for regulating arousal and sleep-wake transitions . The amygdalae (singular: amygdala ; also corpus amygdaloideum ) ( Latin , from Greek , • almond', 'tonsil’ are almond-shaped groups of nuclei located deep within the medial temporal lobes Filterer Communications- transmitting electronic pulses – communicating Open your eyes to things that are obvious Transmitting
- #34 Connecting the heart with the head – communications hold the communications together .. What it means to be an employee and customer
- #35 Digress … seeking integrated, cohesive focus
- #36 Digress … seeking integrated, cohesive focus
- #37 Do your people share your vision, can you and those that work for you present your value proposition in 1 min or less? Do you spend enough time communicating ? What does it look like? Goals are achieved through adherence to a well conceived and well managed plan which mobilizes your assets and focuses your resources in an unwavering dedication to persevere Consistent/ Frequesnt/ People empowered? Do they feel micro managed? If I call yed your emplyees, and asked them to present you company mission statement is, how many peole could do it? Do you live the vision? Onlyyou can answer. Let ’s talk about humna behaviosr
- #38 Do your people share your vision, can you and those that work for you present your value proposition in 1 min or less? Do you spend enough time communicating ? What does it look like? Goals are achieved through adherence to a well conceived and well managed plan which mobilizes your assets and focuses your resources in an unwavering dedication to persevere Consistent/ Frequesnt/ People empowered? Do they feel micro managed? If I call yed your emplyees, and asked them to present you company mission statement is, how many peole could do it? Do you live the vision? Onlyyou can answer. Let ’s talk about humna behaviosr
- #39 Focus is the ability to say no to good opportunioties – bc there are better opportunities / hold you pleole accountable to things that make them successfule… intersection of 3 things 1.. Is there a very clear idea of what ’s expected of your emplyees? - less than 20 % of co ’s have key metrics and standards / What are the consequesnces? / DO they own the consequences of performances? Ownership – more difficult – do they have a sense of wonership of the goals that have been set … If you have all trhee of these , you have accountablilty . Are you an accountable organization?
- #40 Takeways: How do you upgrade your sales organization (we hole ourselves ot a higher level of expecation than our people ) Raise your expectations Figure out how to raise your peoples expectations (do they know) Hold you people accountable to the new standards (Ifthey have set their expectioans, how are you helping htem achieve? / live the vision / you have to emualte actions/ thoughts and speech Have the group evaluated by an outside independent expert (coach your people … teach them how to swim vs throwing them life preservers… make them solve the problesm . Invest in your leaders//// Gives you freedom / NO excuses … Don ’t allw yourself to fall in trap. Compare yourself to the best not the industry average
- #41 Back to corporate minds – Focus is ability … you filter your own opportunities. Way too much management s- not enough leadershi p Communications – freqeusnt and copnssnitent Develop your culture … make or break your company – connection between head and heart… Develop and sustain culture … Change oriented… enable your people to make right decisions.
- #42 You need a sales management system.
- #43 And what is the impact for companies that don ’t provide great customer service? Consumer studies show that poor customer service is the number one reason companies lose business. As our customer points out in the Remember Me video that we are about to see, there are many companies out there selling the same product; The difference is in the service and attention that each company provides. Quality products play an important role the customer relationship but outstanding customer service is what keeps them coming back. In today ’s high tech world, customers are yearning for that personal touch that creates a feeling of trust, as well as willingness to go that extra mile. Service is the reason people choose to continue spending money with a certain company. (Video Clip) Lets take a look at our customer (Show video)…..
- #46 Seven Pillars of Great Service A source of long-term competitive advantage. Created by consistently exceeding Customers physical and emotional expectations. Differentiated by focussing on stimulating planned emotions. Enabled through inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled. Designed "outside in" rather than "inside out". Revenue generating and can significantly reduce costs. The embodiment of the brand. (Handout #2 – Who are my customers?) In order to improve and implement consistent standards of excellence, we need to first clarify and understand who our customers are. On the handout provided, complete these questions. In groups or individually. (review slide.) Debrief: Review responses. Regardless of industry, geographic location, size of business, or if they are internal or external ---- there are some very basic common factors, important to all customers when it comes to service. Who are your customers? What do these customers value? What do we do to provide great customer service? How does your work environment support this standard of service? Where do we need to improve our levels of service? Do we consistently deliver what we promise? How do we train, sustain, measure and reward employees for good customer service?
- #51 Take Away: Neuro Marketing / Good To great Y/N Contact Info