Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12...
Transcript of Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12...
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Managing Customer Expectations Steve Lennon
Jillian Hardie
12 July 2013
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Arup
Advisory I Design I Engineering
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What Do Customers Expect?
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True Love?
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True Love Empathy Responsiveness Commitment Communication Trust
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Set
Manage
Understand
Exceed
Process
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Live in their world Set
Manage
Understand
Exceed
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Promise of Value (What vs. How Much)
Commitment to Values (Why & How)
Set
Manage
Understand
Exceed
Value proposition
+
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Set
Manage
Understand
Exceed
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Maintenance
A balancing act Set
Manage
Understand
Exceed
Reactive
Preventative
Capital Investment
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Clear point of contact Framework for prioritisation Ongoing communication Keeping score
Moments of truth Set
Manage
Understand
Exceed
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Set
Manage
Understand
Exceed
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Set
Manage
Understand
Exceed
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Trust equation Set
Manage
Understand
Exceed
𝑇 =𝐶 × I
𝑅
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Developed for Client Inspections Clear Process Reports Generated Instantaneously Understandable, Highly Visual Product
Arup Inspect
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Clear Process Set Times Instant Feedback Early Delivery (on quote and product)
Jim’s Skip Bins
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Holistic approach
People
Process Technology
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Thank you