ART will drive extraordinary customer service - using real words and action rather than nonsense like "customer centricity"
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never have, never will…Voted – BEST SESSION at Largest Banking Conference in
the World“This guy must have felt like Gandhi at a Soldier of Fortune rally. But he
was factual, he was blunt, and he hit it right on the screws, as we say on the golf course. For my money, the best presentation of the week”
Compared with 54 presentations plus keynotes from Richard Branson (Virgin), Lou Gerstner (ex-IBM CEO), Jamie Dimon (CEO Bank One)
Voted – BEST SESSION at Largest Banking Conference in the World
“This guy must have felt like Gandhi at a Soldier of Fortune rally. But he was factual, he was blunt, and he hit it right on the screws, as we say on the golf course. For my money, the best presentation of the week”
Compared with 54 presentations plus keynotes from Richard Branson (Virgin), Lou Gerstner (ex-IBM CEO), Jamie Dimon (CEO Bank One)
It’s not what “Westpac does”, but how It’s not what “Westpac does”, but how what Westpac does… makes them feelwhat Westpac does… makes them feel
Few companies explicitly address “high order” human touch experience elements as a consistent, company-wide science rather than intuitive art practiced randomly
Top sales people don’t sell better, they treat better…
Few companies explicitly address “high order” human touch experience elements as a consistent, company-wide science rather than intuitive art practiced randomly
Top sales people don’t sell better, they treat better…
1.1. Behavioral - Identify Buying Emotions that most Behavioral - Identify Buying Emotions that most influence decision to choose one company over influence decision to choose one company over anotheranother
AAcknowledgement, cknowledgement, RRespect & espect & TTrust (ART)rust (ART)2.2. Operational – 4 High Order Human Touch SciencesOperational – 4 High Order Human Touch Sciences
a)a) Communicate more humanlyCommunicate more humanlyb)b) Execute as definable processExecute as definable processc)c) Consistency across business functionsConsistency across business functionsd)d) Technology that humanizes, not dehumanizesTechnology that humanizes, not dehumanizes
1.1. Behavioral - Identify Buying Emotions that most Behavioral - Identify Buying Emotions that most influence decision to choose one company over influence decision to choose one company over anotheranother
AAcknowledgement, cknowledgement, RRespect & espect & TTrust (ART)rust (ART)2.2. Operational – 4 High Order Human Touch SciencesOperational – 4 High Order Human Touch Sciences
a)a) Communicate more humanlyCommunicate more humanlyb)b) Execute as definable processExecute as definable processc)c) Consistency across business functionsConsistency across business functionsd)d) Technology that humanizes, not dehumanizesTechnology that humanizes, not dehumanizes
• If fulfilled guests went from 92% to 97% over 2 years
– 4 million room nights a year
– If 5% previously dissatisfied guests (200,000) did not leave the hotel unfulfilled and didn’t tell others of dissatisfaction = 8% additional occupancy
– +8% occupancy rate = $300 mil. in additional profit
– $300 mil. could never be achieved by cost-cutting w/o significantly affecting customer satisfaction
Human Touch and the Bottom line
By studying human interactions as a process…
• If fulfilled guests went from 92% to 97% over 2 years
– 4 million room nights a year
– If 5% previously dissatisfied guests (200,000) did not leave the hotel unfulfilled and didn’t tell others of dissatisfaction = 8% additional occupancy
– +8% occupancy rate = $300 mil. in additional profit
– $300 mil. could never be achieved by cost-cutting w/o significantly affecting customer satisfaction
High-Order HT TechnologyHigh-Order HT TechnologyHigh-Order HT TechnologyHigh-Order HT TechnologyFatal Technology Assumptions• We’ll “save money” by pushing customers to
technology channels and lose nothing• A single view of the customer is not critical• Asking for personal info before trust is OK• Design w/o considering emotional content• Expecting they'll tolerate a few “bugs”• Design for our efficiency, convenience, and control
and they won’t lose theirs• Design for task execution alone, not to enable more
human interactions
Fatal Technology Assumptions• We’ll “save money” by pushing customers to
technology channels and lose nothing• A single view of the customer is not critical• Asking for personal info before trust is OK• Design w/o considering emotional content• Expecting they'll tolerate a few “bugs”• Design for our efficiency, convenience, and control
and they won’t lose theirs• Design for task execution alone, not to enable more
Based on 50,000 Employees, 6 business units, over 2-3 yearsBased on 50,000 Employees, 6 business units, over 2-3 yearsQuarter lag on stock priceQuarter lag on stock price