Delivering consistent national services at multiple locations requires balancing local needs with brand standards. Customer satisfaction should be the top priority, as retaining customers is critical for business success. Building strategic relationships requires listening to customers, addressing their real needs, and ensuring both internal and external customers have a positive experience.
Article from Business Management magazine: ClearAction and Seybold Group discuss the business case for a customer-centric organization. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This document discusses factors for HR to consider when selecting outsourcing partners. It emphasizes the importance of evaluating partners' competency, capability, compatibility, collaboration, and consistency. HR should ask questions to understand the partners' industry knowledge, experience, expertise, and alignment with long-term strategy. Reference checks and proposal evaluations can help select the best partner. HR must perform due diligence to ensure expectations are met without being unrealistic. Cultural and people integration is also important for long-term partnership success.
This document discusses factors for HR to consider when selecting outsourcing partners. It emphasizes the importance of evaluating partners' competency, capability, compatibility, collaboration, and consistency. HR should ask questions to understand the partners' industry knowledge, experience, expertise, and alignment with long-term strategy. Reference checks and proposals should also be reviewed. HR must perform due diligence and define clear expectations, terms, and SLAs to ensure the partnership meets objectives and provides the expected quality and value. People integration and cultural compatibility are also important for long-term sustainable partnerships.
Nicholas Dean discusses how strategic partnerships and alliances can provide benefits to agencies and their clients. Partnering with complementary companies allows agencies to offer more services without developing new divisions internally. It provides clients with a total solution from a single source more quickly. To be successful, partnerships require trust between companies that share values and clear expectations about each party's contributions and benefits. Regular communication is also important to facilitate collaboration.
Evaluation for PR and Event Management AgenciesAbel Ahing
Evaluation form for assessing public relations and event management agencies in their pitch for your job. This is a useful tool which you can use during pitching presentations to
The document provides guidance on selling at the executive level, including identifying the appropriate executive, researching the executive and company, conducting effective initial meetings, and creating a value proposition. It recommends analyzing opportunities to identify the executive who would gain or lose the most; performing research on industry trends, the company's goals and initiatives; and proposing a clear next step, such as a follow-up meeting, to the executive.
Creative agencies are often called in to brand their clients but have a difficult time doing this to themselves. This paper from Swystun Communication provides highly practical and creative lessons for standing out.
The document discusses co-sourcing as an alternative to outsourcing. Co-sourcing involves using both internal staff and external resources from a partner organization. It allows an organization to mix resources as needed and gain flexibility. Co-sourcing provides benefits like increased productivity, cost savings, and control while gaining expertise. It can help organizations address variable needs better than fully outsourcing or keeping tasks in-house. The presentation provides examples of co-sourcing models and considerations for implementing a successful co-sourcing partnership.
Introduction to Presales Consulting and Proposal AuthoringSowmak Bardhan
The document provides an introduction to presales consulting and proposal authoring. It discusses key aspects of the presales process including what presales consulting is, the overall presales process, presales versus sales activities, bid management, understanding proposals and tenders, proposal preparation, proposal authoring, and provides a sample proposal deck as an example. The target audience appears to be those working in IT/software industry who want to pursue a presales consulting role.
Selling the professional services firm role play version - 60 minutes iiistonemillpartners
This document discusses the process of selling or acquiring a professional services firm. It addresses deciding when to transition ownership, valuing the business, the selling process which involves engaging advisors, conducting valuation and creating marketing materials, and targeting potential buyers. The acquisition process is also summarized, including responding to marketing materials, due diligence, financing options, and closing. Key considerations around using advisors versus going it alone are provided.
This document summarizes key aspects of the book "An Insider's Guide to Building a Successful Consulting Practice" by Bruce L. Katcher. It outlines 22 different business models for independent consultants, such as time-based, project-based, and product sales models. It also discusses important factors for marketing and growing a consulting business like listening to clients, speaking to decision-makers, and regularly reevaluating your business plan. Maintaining a successful consulting practice requires developing a niche, diligent marketing, providing value, and networking for growth while avoiding diluting your business model.
A new management model for a consulting firmcradenborg
This thesis is the result of my graduation as Master in IT Management and describes the development of an innovative management model for consulting services. This management model is influenced by Gary Hamel\'s "The future of Management" and Maister\'s "Managing a Professional Service Firm"
The document discusses the concept of business acumen. It defines business acumen as a combination of knowledge, skills informed by experience, and the ability to take informed action. Specifically, it is the ability to take a big picture view of a situation, make a logical decision confidently, and influence others to agree with and work towards organizational objectives. The document also provides examples of how individuals can demonstrate business acumen in their roles to benefit both themselves and their organizations.
Santosh Prasad outlines his approach to sales, which focuses on identifying and solving clients' problems rather than selling products. He emphasizes research, asking open-ended questions during discovery calls to understand client needs, and following up extensively after calls. His best sale came from thoroughly understanding a client's pain points and providing more benefits than they expected by offering better resources to complete additional tasks and save 25% on operational costs.
Frisbeemanagement. How better insight in the potential of your organisation, ...Theo Kroese
Strong organisations build strong brands. It's people that build organisations! The results an organisation gets come from the way its people behave, cooperate and solve problems. Insight in the cause-and-effect relationships in your organisation helps you devise successful interventions that lead to more effectiveness and a stronger brand.
6 Crucial Behaviors For Customer Facing Employeesrdturns55
The document discusses six crucial behaviors for customer-facing employees: trust, tact, empathy, conformity, focus, and flexibility. It describes each behavior and explains how people with high and low levels of each behave. It emphasizes the importance of understanding your customers, employees, and matching the right people to jobs through assessments. These assessments can improve customer loyalty, employee performance, and business outcomes.
The document is a creative agency evaluation form that assesses an agency's suitability for an advertising account. It contains sections that rate the agency on background, people and chemistry, creative proposals, and effectiveness and ROI. For each section, the evaluator is asked to rate how well statements about the agency apply from 1 to 5. The overall section asks for reasons the agency should and should not be considered.
This document discusses the changing landscape of subcontracting in child welfare and provides guidance on managing change. It notes that the future is uncertain and that a single vendor now oversees services instead of numerous disjointed ones. Myths about privatization are debunked. The summary emphasizes that great communication is essential to achieve great change, and that to promote effectiveness, organizations must develop strong business processes and focus on finances, competent staff, and communication skills while embracing change.
The document discusses common challenges faced by small to mid-sized business owners and provides a solution in the form of C-LEVEL services. It notes that 95% of small business owners fail to achieve their goals due to getting caught up in daily operations and details. The critical missing pieces are optimization, strategy, and innovation. C-LEVEL services offer a proprietary 10-step process involving operational review, implementation of continuous improvement, and development of growth and succession strategies to help owners focus on their goals.
The document discusses ideas for developing a Pay Your Family First (PYFF) membership program and network. It notes that existing PYF information is often complex and lacks clear calls to action. The PYFF program would simplify messages and tie them to specific goals. It would provide tools and a community to help people save money and accumulate funds to achieve savings targets. Potential revenue streams for the PYFF network are also discussed, such as merchant commissions, customization fees, and interest from accumulated funds.
This document provides a summary and visual analysis of a double page magazine spread promoting a band called "The XX". Key details include:
- The spread is visually dominated by a large dark photo occupying 3/4 of the page, with limited textual content to engage youth readers.
- Colloquial language in quotes from the band interview will only be understood by the target audience.
- "The XX" name stands out in white against the overall dark theme, drawing the eye.
- Contrasting sans serif and serif fonts are used for the band name and article text respectively, making the content accessible to various reader groups.
The document discusses various technologies for communicating and building community in learning, including their advantages and guidelines. It describes how media multi-tasking influences classroom structure. Communication technologies like discussion boards and video conferencing connect students asynchronously and synchronously, while podcasting and internet radio engage students as content creators. When used appropriately, these tools supplement interaction but not replace it, bringing diverse expertise and engaging students in meaningful dialogue.
Chris Walker takes corporate leaders to the bush. In the local park or way up in the Himalayas of Nepal. Amazing insight that can really shift corporate culture at an individual level.
Understand and manage regulatory requirement specifications for
software in medical devices
• Consider multi-site development and global regulatory discrepancies
• Improve agile software development and speed up time-to-market
• Implement risk management tools in software development
• Discuss software design modularization and integration
• Ensure safer development and reduce launch product defects
• Discuss Human Factors Engineering for software design usability
The document discusses the virtualization of library services and infrastructure. It shows how library services have moved from physical to digital formats over time, from paper collections to online catalogs, digital collections, and cloud services. It also depicts how the infrastructure supporting these services has shifted from physical buildings to virtualized systems hosted in data centers, clouds, and grids. The goal is to summarize how the library appears to end-users through virtual and digital channels rather than physical spaces and paper formats.
Leadership Thru Uncertainty By Chris Walker EbookChris Walker
1) The document summarizes notes from a corporate presentation about leadership under pressure, using a metaphorical journey climbing mountains in Nepal.
2) The speaker discusses leading people into dangerous situations and gaining their trust. Key aspects of leadership discussed include having a clear vision of the future, balancing management of current needs with planning for tomorrow, and maintaining confidence despite challenges.
3) Additional leadership lessons covered include focusing on the present moment, establishing a balanced perspective by acknowledging both challenges and support, understanding human nature, and ensuring one's purpose is larger than themselves.
A short presentation highlighting some thoughts on the efficacy of the traditional approach to technical mathematical prerequisites and potential improvements. Focuses on the concept of mathematics as the toolbox available to engineers for complex problem-solving.
The document appears to be a resume or portfolio for an interior designer named Deborah L. Norman, listing various commercial and healthcare design projects she worked on, including corporate offices, medical centers, and showroom designs. It provides images and brief descriptions of each project, focusing on the design goals and how the finished spaces were developed. The portfolio highlights Deborah Norman's experience in corporate, healthcare, retail, and exhibition design work.
A review of the incentive industries first reward card the Exclusively Yours MasterCard, along with the other new products including the first gift card the Your Choice card and the first Gold Debit Card as well.
SEO and Online Marketing - The New Rules for BusinessHans Riemer
Getting found on the Web used to be easy. You'd put up a website, fill it with keyword-rich content, cajole a few links out of your friends and partners, and there you were. SEO (Search Engine Optimization) was a relatively easy and profitable exercise.
Those days are over. Online marketing is now more important than ever, and the rules have changed. The old tricks not only don't work, they can be worse than doing nothing.
Today, the total number of active websites worldwide is approaching 1 Billion. Thats websites, not pages. The odds are against you and getting worse, and not just because of the numbers. Search engines have been sending free customers to your website for years, and theyre not going to give it away anymore.
In SEO and Online Marketing, we're going to take a look at this rapidly evolving landscape. You'll learn what's happening, why it's happening, and what your business needs to do now to compete and win.
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
The document discusses the importance of branding for organizations like the Special Libraries Association. It provides examples of brand promises from different companies like Citigroup and Ritz-Carlton. The document then analyzes how customer satisfaction impacts business outcomes over time. It notes that employees often experience disconnects between customer expectations and their ability to meet them. The rest of the document discusses using the example of National City bank to develop a brand promise of being a "Customer Champion" and outlines key elements and an implementation plan to communicate this promise internally to employees and externally to customers.
The document provides tips for managing a virtual insurance agency, including setting clear expectations for producers, tracking key metrics like closing ratios and cross-selling, and setting goals around obtaining referrals and suggestive selling of add-on products to increase income per sale. Implementing these strategies such as asking for one referral per day and suggestive selling one add-on product per policy could result in over $20,000 more income per producer annually.
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
Search Engine Partner provides various online marketing and advertising services to small and medium-sized businesses. Its vision is to be an industry innovator through traditional customer service and cutting-edge technology. Its mission is to consistently provide excellence in customer service while delivering effective marketing solutions and nurturing business partnerships. It aims to help businesses overcome common challenges through customized marketing plans and ongoing customer relationship management.
Service Excellence Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence Powerpoint Presentation Slides. Convert angry to happy. https://bit.ly/3sKKTQ0
Service Quality PowerPoint Presentation SlidesSlideTeam
This complete presentation has a set of thirtyone slides to show your mastery of the subject. Use this ready-made PowerPoint presentation to present before your internal teams or the audience. All presentation designs in this Service Quality Power Point Presentation Slides have been crafted by our team of expert PowerPoint designers using the best of PPT templates, images, data-driven graphs and vector icons. The content has been well-researched by our team of business researchers. The biggest advantage of downloading this deck is that it is fully editable in PowerPoint. You can change the colors, font and text without any hassle to suit your business needs.
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
Why Building a Team is Critical to Creating Value in Your BusinessKrista Sheets
The document discusses building teams within financial advisory practices to maximize client relationships and business value. It outlines the benefits of developing complementary teams through assessing behaviors, motivators, and defining roles. The key is designing client service menus that meet standard expectations but also include signature services to exceed expectations and deepen client engagement through proactive communication, appreciation, and ensuring positive client experiences. Defining ideal client profiles allows focusing efforts on those who will benefit the business most.
This document provides an overview of a framework for building profitable customer relationships. It discusses understanding customer needs, values and expectations (NVEs), developing relationships through understanding the customer purchase decision process, "selling" through maintaining relationships, and fulfilling relationships through customer interaction points. Key aspects include aligning the company perspective with customer NVEs, leveraging purchase triggers, choosing appropriate relationship "selling" strategies like rewards or partnerships, and ensuring all parts of the company focus on meeting customer expectations. The framework is intended to help companies look at relationships from the outside-in perspective of customers.
This document discusses measuring customer experience metrics and their ability to demonstrate return on investment. It provides an overview of various customer experience measurement approaches such as customer satisfaction indices, net promoter score, and customer advocacy/bonding. Customer advocacy/bonding measures both rational and emotional customer attitudes toward a brand as well as downstream communication behaviors. It is seen as a contemporary approach to understand customer loyalty and business performance. Experts agree that customer advocacy has the power to boost a company's reputation through unpaid customer marketing if advocates are mobilized, listened to, and engaged.
Customer service involves meeting customer needs and expectations through positive interactions. It is the purpose of a business, not a favor to customers. Excellent customer service is rare because it requires investment, skills development, empowering employees, and measuring satisfaction. Every customer has needs around service, price, quality, action on problems, and appreciation. Both external and internal customers are important to manage to create a unified vision of excellent service.
The document discusses key aspects of client development for long term success, including planning with goals, becoming visible and credible, building relationships, and improving client service. It emphasizes creating a development plan with specific goals, activities to enhance visibility like writing articles and public speaking, focusing on building rapport and trust with contacts, and prioritizing client needs to improve service. The overall message is that lawyers need to proactively plan their development, build their reputation and networks, and focus on serving clients well to achieve long term career success.
This document discusses relationship management and customer relationship management (CRM). It defines CRM as managing customer interactions across the customer lifecycle through information, processes, technology, and people. The document outlines CRM strategies like customer acquisition, retention, loyalty, and evangelism. It discusses tracking customer data and metrics like customer lifetime value to improve the customer experience and business outcomes.
Client surveys can be used to strengthen relationships with existing clients and also to generate more qualified referrals from centers of influence like CPAs and estate attorneys. The document outlines three ways to leverage client survey data with centers of influence: 1) Share positive survey results to reassure them of the value provided to clients, 2) Identify clients unsatisfied with other professionals to facilitate reciprocal referrals, and 3) Conduct joint surveys with centers of influence to identify specific cross-selling opportunities and make targeted referrals. Conducting client surveys and strategically sharing the results can boost referrals while deepening relationships with both clients and centers of influence.
This document discusses relationship marketing. Relationship marketing aims to establish long-term relationships with customers and other stakeholders through frequent, cooperative interactions. It emphasizes customer retention over new customer acquisition. The benefits of relationship marketing include increased customer loyalty and referrals, as well as customers who purchase more products and are less price sensitive. The document provides examples of relationship marketing best practices and techniques used by a successful financial services company, such as personalized customer service, communications, and appreciation events to build commitment and trust.
The document discusses factors that contribute to the success or failure of joint ventures (JVs). It notes that over 80% of JVs fail within the first two years. Key factors for success include having a clearly defined long-term strategy and ensuring both parties trust each other. Rushing into a JV to chase short-term opportunities often leads to failure. Successful JVs require alignment on vision, ethics, and direction between partners.
David Carrithers received the Emeritus Member Chairman’s Award from the Center For Job Order Contracting Excellence for his over 16 years of support to the industry and association. The award is the highest honor given to individuals who have made outstanding contributions to CJE nationally and to job order contracting throughout their career. Carrithers has held leadership roles including head of the membership development committee and serving two consecutive years as Industry Chairman. He presented at the yearly conference on partnering and cooperation within construction programs to generate better results.
The document outlines a campaign for Moneycorp US to acquire new international payments clients and improve conversion of existing clients. The campaign will run Google AdWords starting June 13, 2016 with a $1,000 per day budget averaged over 30 days. It will target US citizens looking to send money abroad as well as foreigners in the US sending money home, focusing on states along the eastern seaboard. Keywords will center around money transfer, currencies and country names. The majority of the budget will be spent on generic money transfer terms, with smaller portions allocated to country, currency and competitor keywords as well as remarketing and display ads.
This document outlines a marketing plan for a "Powered By" program to launch new markets, customers, transactions, and profits. It identifies target markets such as globally mobile currency users, digitally active consumers moving away from banks, and more affluent and mobile people globally. Target partners include those focused on digital assets, targeted lifestyles, industry associations, and personalized data. The plan sets goals to generate over $100 million in revenue by 2017. It outlines strategies for partner marketing, direct marketing, social media marketing, and more to acquire over 1,900 new clients within two years. Initial target markets include the US, UK, and other countries.
► Engaging Operations and Strategy Executive possessing a winning blend of business expertise, skill in operations management, and practical experience. Experienced in driving revenue growth and brand visibility in challenging markets.
► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance and revenue goals by aligning the effort of strong teams with organizational objectives.
This document provides brand guidelines for Lifecycle Construction Services, a full service design-build construction firm. It includes their mission statement, descriptions of their logo and brand colors, guidelines for using their logo on business cards and envelopes, and guidance on digital branding for social media profiles and email signatures. The tilted pentagon logo represents the five services Lifecycle offers and the consistent execution of their work. Times New Roman is provided as the primary typeface with Old Standard as the secondary option.
Targeting Realtors whose clients are foreign nationals purchasing property in the US and moving to the states, at the same time foreign Realtors representing US nationals overseas buying vacation property or retiring overseas.
Moneycorp and Tempus have formed a strategic alliance to launch moneycorp Powered By Tempus in the US, which will offer US consumers access to a global network for international currency trading and payments. The new brand aims to give consumers control over currency payment needs such as purchasing international real estate, paying living expenses abroad, and managing finances for a global lifestyle. It will provide competitive services for foreign exchange and payments in the US, supported by advanced technology and processing efficiencies.
1) Loyalty programs have evolved from simple merchandise and coupon-based programs to complex frequent flyer miles programs involving partnerships between airlines and banks.
2) Early frequent flyer programs were very successful at increasing customer spending and driving loyalty. Members earned miles both from credit card spending and actual flight activity.
3) Over time, generic points programs emerged that allowed members to earn points from a variety of spending activities that could be redeemed for any flight, rather than being limited to specific airline partners. This increased flexibility and attractiveness of the programs.
Transformational Strategies Creating Team, Brand & Market Results!
My passion is in better business growth through better branding, marketing, sales and new development processes. I bring to life transformational strategies, aligned team efforts and create targeted growth. I have mastered building industry alliances, stronger relationships with clients and growing the top line business volume while improving the bottom-line profit margin.
High Definition Impressions (HDI) develops grassroots educational marketing strategies that help healthcare providers and manufacturers expand market share, while promoting patient loyalty and best practices branding. Our well planned and research-based programs are co-created with medical experts for medical experts.
The National Scrip Center has an Employee Honor & Recognition Program to acknowledge excellence among staff. More details about eligibility and awards can be found in the Employee Handbook. This document provides a brief high-level overview of the program.
This document discusses needs-based selling and program management. It provides examples of needs-based selling in different industries. The key aspects of needs-based selling are listening to understand the client's needs, developing solutions to address those needs, and focusing on value over price. The document then discusses program management, including establishing objectives, budgeting, determining performance criteria, communications, selecting rewards, and ongoing administration and evaluation. The goal is to understand client needs and situations and provide customized solutions and recommendations.
More from Organizational Development & Change Management (20)
10. Share What A Bad Experience Can Mean? Have you ever had poor customer service? People not living up to their commitments? Not recognized or listened to? What they said didn't match what they do? The Friendliest Store In Town
11. What Is The Customer Buying? We Need To Ask The Field Teams? Case Example
14. When You Hear Strategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?
15. Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO
16. Relationship Words… To exceed our customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees . Build relationships that withstand the test of time by keeping our promises and honoring our commitments . Customer Satisfaction is the Measure of Our Success! Our Clients Are Buying Our Mission The Client Wants A Relationship That Performs…
17. What Our Clients Are Buying? Professional Customer Service with repeatable, predictable and positive outcomes Different kind of construction relationship Not Status Quo Responsive, safe solutions and innovation Construction experts that can be trusted to do what is right & watch out for the client’s interest first Responsive and timely communications Transparency in decisions, work, results A flexible resource pool and experience base We Must Live Our Mission And Values! YES 13
18. Customer Focus Of Our Brand Centennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects. To be the trusted advisor of our clients.
21. Relationships At Heart Of Value Statement We have Strategic Relationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins.
23. Tools To Help CS Culture Take Root Zero Punch List Club 4.0 Club 100% Club Customer Service Stand Downs One On One Sessions Customer Satisfaction Surveys Stories We Share New Employee Orientation
26. When Things Go Wrong http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything Be Honest With Yourself – Look Around You, Respond!
28. Customer Service For Service Teams A Culture Of Service Decision Making Close To Customers Not Just Responding – Thinking For Them Training Efforts To Improve Skills Rewards Programs To Drive Behavior Everyone On The Team Responsible For CS Empowered To Make A Difference You Are Not Alone – Reach Out For Help Check In With Customers – Different Than Day to Day Teams
29. Strategic Customer Relationships Drive Success We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores. Relationship Value GAP So What Do You Think The Difference Represents Between The Top & The Bottom?
30. Found In Customer Satisfaction Data Hard skills drive higher overall customer satisfaction scores until @ 3.7 To get 3.7+ rating, need to concentrate on the softer skills : Attitude and cooperation Communication Honoring commitments Value for money Office staff management [From a correlation analysis of 748 surveys covering 4 years]
31. Key Thought The Soft Stuff Is The Hard Stuff It Starts With Communications!
32. Listening To Your Customers’ Suggestions See the big picture. Ask yourself, "Is this a onetime event, or indicative of a trend?” Think strategically about your customers' businesses, find ways to help them cut costs and increase profits. Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor. Be a student.
33. The Things that Customers Want Source: "Customer Retention in a Week", Jane Smith Customers will come back if: Your keep your promises You are willing to help You inspire confidence Your treat customers as individuals You make it easy for customers to do business with you All the physical aspects of your product or service give a favorable impression