10 Steps to Creating and Sustaining a Customer Centric Culture Evans A. Manolis President – Marketii Medical www.marketiimedical.com
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
10StepstoCreatingandSustainingaCustomer
CentricCultureEvans A. Manolis
President – Marketii Medical
www.marketiimedical.com
Before We Get Started
• The Webinar is “ listen only” and is being recorded
• A link to the session recording and a PDF of the slide deck will be sent to all registrants afterwards
• To submit questions, use the Question Panel of the GoToWebinar console
• Visit the Service Strategies Network group on LinkedIn to continue today’s discussion
ABOUT SERVICE STRATEGIES• A global Service Improvement Company focused on the technology services marketplace.
• Offerings include consulting, training, standards.• Standards and certification programs for:
• Professional Services Organizations• Technical Support Organizations • Field Service Organizations• E‐Service
• Career development and training programs for professionals working in the service organization.
www.marketiimedical.com
I’MGOINGTOBOREYOU!
www.marketiimedical.com
www.marketiimedical.com
WHAT?
www.marketiimedical.com
www.marketiimedical.com
WHEREAREYOUTODAY?www.marketiimedical.com
CreatingandsustainingacustomercentricorganizationSixLevelsofCustomerExperienceMaturity
www.marketiimedical.com
Thisdescribesacompanythathaslittle
ornointerestincustomerexperience
anddoesn'tunderstandthe
benefitsaCXprogramcouldbringtoits
business
LevelZero
www.marketiimedical.com
Thisdescribesacompanythatisinterestedin
customerexperience,buttheinitiative
receiveslittlefundingorinternalsupport
LevelOne
www.marketiimedical.com
Thisdescribesacompanythatis
investedincustomerexperience.Itfundstheinitiativeandformalprogramsbegintoemerge
LevelTwo
www.marketiimedical.com
Acompanyatthislevelisfullycommittedto
customerexperience.Itunderstandsthatcustomerexperienceiscritical forbusiness
successandsenior‐level
executivesareactivelyinvolved
LevelThree
www.marketiimedical.com
Thislevelindicatesanorganizationthatisactivelyengaged.
Customerexperienceisacoretenantoftheoverallbusinessstrategy
LevelFour
www.marketiimedical.com
Organizationsatthislevelhaveachievedtruesophisticationinprovidingcustomerexperience.Itis
embeddedwithintheDNAoftheorganization
LevelFive
www.marketiimedical.com
Whereareyoutoday?Whatlevelisyourcompanyattoday
LevelZero
LevelOne
LevelTwo
LevelThree
LevelFour
LevelFive
www.marketiimedical.com
www.marketiimedical.com
“80% of customers who switch suppliers expresssatisfaction with their previous supplier.Satisfaction has become the price of entry, not theway towin.” ShaunSmith‐Smith&Co.
10StepsToCreateACustomerCentricCulture
www.marketiimedical.com
ThinkMarathonNotSprint
ItAllStartsWithLeadership
www.marketiimedical.com
CreatingACXVision
www.marketiimedical.com
BuildingACXTeam
www.marketiimedical.com
FindingInternalEvangelists
www.marketiimedical.com
TheImportanceofCrossFunctionalBuy‐In
Sales
Marketing
Quality
Executive
R&D
Service
www.marketiimedical.com
GettingaGriponCXData
• Measuring
• Managing
• Makingitactionable
www.marketiimedical.com
DifferentTypesofSurveys
• Transactional
• Relationship
• Employee
• WebBasedorTelephoneBased?
www.marketiimedical.com
MakeSureYouAreMeasuring
• Satisfaction
• Loyalty(NPS)
• CustomerEffort/Ease
• Importance
www.marketiimedical.com
RecognizeandRewardYourEmployees
www.marketiimedical.com
MarketandCommunicate
www.marketiimedical.com
Value
Differentiation
Branding
BuildCompanyValuesAroundCustomerExperience
www.marketiimedical.com
TheEffectofBadService
www.marketiimedical.com
www.marketiimedical.com
From20to310,000,000and900,000,000
www.marketiimedical.com
Related Documents
