Hit the Ground Running in 2013
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Hit the Ground Running in 2013
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Webinar for Apple Specialists on business success in 2013
Transcript of Hit the Ground Running in 2013
Hit the Ground Running in 2013
“Simplicity is the ultimate sophistication” Leonardo da Vinci
(T + C + ECF) x DE = Success
Expectations
Accountability • 100% Clarity
• Agreement
• Tracking
• Coaching
• Reward / Punishment
OPUDvs.
UPOD
Moments Of Truth
VOC
• What, do you like the best about our company?• Why, specifically do you buy from us?• What could we do to make you want to give us more
of your business?• What could we do to improve our service to you?• What do we do that frustrates you?• What do we need to stop doing?• How can we better serve you?• What are three things we could do to increase you
statisfaction in doing business with our company?
VOCSurveys
Focus Groups
Customer Panels
Comment Cards
Industry Research
Complaints
Competition
Website
Social Media
How many of these do you employ?
Listen and Position
The ONLY critic who’s opinion counts is the CUSTOMER.”
Mark Twain
Create a Customer Service CREDO
Fundamental Customer Expectations
• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)
• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)
• Empathy: The degree of caring and individual attention provided to customers. (Concern)
• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)
• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)
Teach the credo to your staff…
Then teach your customers how
to send you ideal referrals!
Summary of Key Ideas
• (T+C+ECF) x DE = Success• Expectations• Accountability = Clarity + Agreement + Track &
Post +Coaching + Reward or Punish• UPOD vs. UPOD• Own the VOC• Listen then Position• Create a Customer Service Credo • Live the Credo – Ask for Referrals
The Evergreen Project
10 year study of 160 top companies
40 distinct industries
200 management practices
Winners, climbers, tumblers, losers
Winners had an average Total Return to Shareholders of 945%...
The Losers only averaged a TRS of 62%
From: What (really) Works by Joyce, Nohria, Roberson 18
The Four Primary Practices:
1. A sharply focused, clearly communicated and well-understood strategy for growth.
2. Flawless operational execution that consistently delivers the value proposition.
3. A performance-oriented culture that does not tolerate mediocrity.
4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.
The Secondary Management Practices:
• Talent = find and keep the best people.
• Key leaders show commitment and enthusiasm for the business.
• Embrace strategic innovation.
• Master the power of partnerships.
From: What (really) Works by Joyce, Nohria, Roberson
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
My twitter address is: @awesomelysimple
Please connect with me on LinkedInAlso, you might find value in the ideas I share in my blog. You can sign up for it at:
www.blog.johnspence.com
Lastly, these slides have already been uploaded to:
www.slideshare.net/johnspence
Thank You
