CUSTOMER DRIVEN ORGANIZATION 1 The Traditional Value Chain

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CUSTOMER DRIVEN ORGANIZATION 1

CUSTOMER DRIVEN ORGANIZATION 1

The Traditional Value Chain Assets and Core Competencies Inputs Raw Materials Product, Service Offering

The Traditional Value Chain Assets and Core Competencies Inputs Raw Materials Product, Service Offering Channels The Customer Buys What You Make! This implies it is a PRODUCT driven system 2

The Modern Value Chain Customer Priorities Channels Product , Service Offering Inputs Raw Materials

The Modern Value Chain Customer Priorities Channels Product , Service Offering Inputs Raw Materials Assets and Core Competencies You Make What The Customer Wants To Buy! Therefore it is a CUSTOMER DRIVEN system 3

Hierarchy of Service Loyalty & PROFITS Increase With Service Level Dependent on you because

Hierarchy of Service Loyalty & PROFITS Increase With Service Level Dependent on you because of your service Uses you in Preference because of your service Satisfactory Service Unsatisfactory Service 4

Obstacles to Customer Service • Obstacles to the provision of excellent Customer Service can

Obstacles to Customer Service • Obstacles to the provision of excellent Customer Service can be grouped under the following headings: People Politics Place Systems Time 5

The Customer Service Culture needs to be aligned to the planning and incorporate the

The Customer Service Culture needs to be aligned to the planning and incorporate the customer into the business activity Think Talk Breathe CUSTOMER SERVICE 6

The Customer Service Culture Awareness Appreciation Customer Focus Application Activity 7

The Customer Service Culture Awareness Appreciation Customer Focus Application Activity 7

Moments of Truth Expectations can be disappointed met exceeded Moment of Truth Positive Negative

Moments of Truth Expectations can be disappointed met exceeded Moment of Truth Positive Negative 8

The Cycle of Service Look at the cycle of service that is typical when

The Cycle of Service Look at the cycle of service that is typical when buying a car in a dealership Do you want to go back or recommend the dealer? Enter Showroom - First Impressions ? After Sales Service Good layout and image? Finance Available Selection of Vehicles Suitable Car Available Nice, helpful staff 9

Customer Styles The DISC Approach outlines 4 types of Customer Demanding Influential Steady Compliant

Customer Styles The DISC Approach outlines 4 types of Customer Demanding Influential Steady Compliant These styles relate to both Internal & External Customers Adapted from ‘The Idiots Guide to Great Customer Service’ 10

Complaints Build Advocates C O M P L E X I T Y Satisfy

Complaints Build Advocates C O M P L E X I T Y Satisfy your Customers Learn of Faults in Service / Product I M P A C T If a complaint is handled well and resolved then the result is shown in one of the boxes Learn of New Expectations 11

Complaint Handling Procedure Consistency Guidance Procedures Better Service To Your Customers 12

Complaint Handling Procedure Consistency Guidance Procedures Better Service To Your Customers 12