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It’s about the customer, always!

It’s about the customer, always!. The Plane Game. Motel T Approach to Finding Your Innovation Fulcrum. Zero-base cost of complexity. Add back what customers need. 1. Keep complexity out. The Point of Departure, Point of Arrival, and Road to Results Are Your Blueprint for Success.

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It’s about the customer, always!

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  1. It’s about the customer, always!

  2. The Plane Game

  3. Motel T Approach to Finding Your Innovation Fulcrum Zero-base cost of complexity Add back what customers need 1 Keep complexity out

  4. The Point of Departure, Point of Arrival, and Road to Results Are Your Blueprint for Success

  5. “Culture may be the one long-term source of competitive advantage because it can’t be quickly copied”

  6. It’s about the customer, always!

  7. Who are your customers? List their names and positions

  8. CULTURE • Why is the company culture so important? • A culture is set of values that are important to our success, a way of operating that makes the difference between effective and mediocre performance. • The culture is an essential standard for behaviour and direction – when one is in place, it replaces rules, ensures empowerment of team members, and guides people in their decision-making.

  9. THE CULTURE’S AFFECT How does the culture affect the way we carry out our jobs? • Determines how we work together • Determines how team members will treat each other • Determines the attitudes that bind us all together • It creates consistency • Provides stability in an environment that is constantly changing • Team work from a commitment to the rules – rather than from compliance • Empowers team, replacing the need for rules • Guides people in their decision making

  10. To succeed, we must be passionate about the customer and put the customer first, always!

  11. CUSTOMERS SALES TEAM & SUPPORT TEAM STORE MANAGERS & TEAM LEADERS AREA/STATE MANAGERS NRM & DEPARTMENT HEADS GM CEO INVERTED TRIANGLE

  12. WE TRULY ONLY HAVE ONE BOSS – the customer! THE RELATIONSHIP WITH YOUR “BOSS” MUST BE TAKEN VERY SERIOUSLY.

  13. CUSTOMER SATISFACTION • It can never be about what you’re doing – it is about what your doing for the customer • Remember, the customer’s perception and evaluation of our service is far more valuable than our own.

  14. Customer satisfaction doesn’t come from companies… It comes from individuals. It comes from you! Customer service… not lip service

  15. Customers need to feel Welcome Customers need to feel Important Customers need to feel Understood Customers need to feel Comfortable “If it is to be, it’s up to me”

  16. First there was distance…. Then human connection…

  17. ? ? Question:What is a moment of truth? Answer: An event in which a customercomes into contact with anyaspect of BNT Andthereby has an opportunity toform an impression about us.

  18. The point is that we must concentrate our energy on satisfying every single customer, every single day and every single time we come into contact with them. Be obsessed about perfect service

  19. In every discussion and every meeting, ask “how will this affect our customer?”

  20. How can we be PERFECT SERVICE providers?

  21. DELIVERING PERFECT SERVICE Culture Communication Attitude & Proactivity Over Delivery PERFECT SERVICE

  22. It’s about the customer, always!

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