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Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013. Arup Advisory I Design I Engineering. What Do Customers Expect?. True Love?. True Love Empathy Responsiveness Commitment Communication Trust. Understand. Process. Exceed. Set. Manage.

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Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

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  1. Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

  2. Arup AdvisoryI Design I Engineering

  3. What Do Customers Expect?

  4. True Love?

  5. True Love Empathy Responsiveness Commitment Communication Trust

  6. Understand Process Exceed Set Manage

  7. Live in their world Understand Exceed Set Manage

  8. Value proposition Understand Promise of Value + Exceed Set (What vs. How Much) Commitment to Values Manage (Why & How)

  9. Understand Exceed Set Manage

  10. A balancing act Understand Maintenance • Reactive Exceed Set • Preventative Manage Capital Investment

  11. Moments of truth Understand Clear point of contact Framework for prioritisation Ongoing communication Keeping score Exceed Set Manage

  12. Understand Exceed Set Manage

  13. Understand Exceed Set Manage

  14. Trust equation Understand Exceed Set Manage

  15. Arup Inspect Developed for Client InspectionsClear ProcessReports Generated InstantaneouslyUnderstandable, Highly Visual Product

  16. Jim’s Skip Bins Clear ProcessSet TimesInstant FeedbackEarly Delivery (on quote and product)

  17. Holistic approach People Process Technology

  18. Thank you

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