6 page Kelleys Kookies Tradition Since 1988 Kelleys

6 page

文質彬彬(문질빈빈) Kelley’s Kookies Tradition Since 1988, Kelley’s Kookies has stood for two things: quality tasting cookies and superior customer service. <맛 있는 쿠키 그리고 탁월한 고객 서비스> Kelley’s Kookies uses only the finest all natural ingredients such as Guittard Chocolate, Grade AA Butter, Fresh Whole Eggs, and Pure Sugar Cane to bake quality cookies that our loyal customers have come to love. Whether sending Birthday Gifts, Thank You Gifts, or Congratulations Wishes, our friendly, knowledgeable staff will help make every moment special and memorable. Throughout the years, our commitment is to our customers and products, which leaves no room for compromise. 자료 : http: //www. kelleyskookies. com/ 10 page

文質彬彬(문질빈빈) quality tasting c ookies 맛 좋은 쿠키 and & superior customer s ervice 탁월한 서비스 화훼업계의 질? 문? 12 page

烹頭耳熟(팽두이숙) History In 1988, Marcella Onishi started Kelley’s Kookies (named after her daughter) one simple goal of baking the best cookies the world has ever eaten. <세상에서 가장 맛있는 최고의 쿠키를 굽는 것이 유일한 목표 > with Equipped with just the tools from her our kitchen, Marcella started to sell 7 verities varieties of cookie in gift canisters to friends, family, and co-workers. As word started to spread about her wonderful creations, the demand outgrew the capacity of her own kitchen. Therefore, the first official Kelley’s Kookies store was established in 1993. Kelley’s Kookies has since moved to Stanton but also services several supermarkets in Southern California and attends craft shows throughout the west coast. Currently, they have over 20 varieties of cookies and numerous gifts sets with seasonal items. Even though Marcella has limited her role in the bakery, the Kelley’s Kookies tradition of quality tasting cookies and superior customer service forever lives on. 자료 : http: //www. kelleyskookies. com/ 13 page

고객님의 평가? Score Card for evaluation! E Experience Evaluation Expectation 14 page

烹頭耳熟(팽두이숙) one simple goal of b aking the b c est ookies the world has ever eaten 맛 좋은 쿠키 만들기 ⇒ 성과 만들기 화훼업계의 머리? 귀? 16 page

너무 잘 알려진 이론에서 힌트를 얻어 보자! Putting the Service-Profit Chain to Work, By James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr. , and Leonard A. Schlesinger, Harvard Business Review, March-April, 1994 18 page

E 직원들에게 어떻게 하면 좋을까? 3 En Engaged 이해 하게 하기 Enabled 지원해 주기 Energized 칭찬해 주기 자료 : Gostick, Adrian & Elton, Charster(2012), All In, Free Press, p. 61. 19 page

뭐 좋은 방법은 없을까요? 2. 성과 모델 1. 제공 서비스 3. 직원 관리 4. 고객 관리 자료 : Frei, Frnaces, Morriss, Anne(2012), Uncommon Service, Harvard Business Review Press 20 page

A Beautiful Mind “ ” They give him pens to congratulate him! 영화 뷰티풀 마인드에서의 만년필 장면 Just finished watching "A Beautiful Mind" Great movie and in it to congratulate him for winning the Nobel prize his colleges give him their pens. It was such a wonderful way to show some one you respect them. I just wonder how many people carry nice pens worth giving today. I think if i got a Bic stic or disposable gel pen it would not mean the same! In the movie I could identify a Mont Blanc and Cross but that was it. http: //www. fountainpennetwork. com/forum/index. php? /topic/101357 -a-beautiful-mind/ 35 page

기능 차별화 상징 차별화 경험 차별화 http: //www. dunalastair. co. uk/theexperience/photo-gallery/grousewhisky-istillery/ http: //en. wikipedia. org/wiki/Dyson 다이슨 진공청소기 “당신의 아이도 빨아들인다” 몽블랑 만년필 The Famous Grouse 남자의 품위와 스타일 위스키 고객견학 프로그램 37 page

Positioning & Branding 내가 그의 이름을 불러 주었을 때 Skate to Where the Money Will Be 그는 나에게로 와서 꽃이 되었다 40 page

설명 要 Planning Package Producing Perspective Positive Potential 43 page Present Powering