how berlin packaging pursues customer thrill
Post on 15-Aug-2015
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Objective and Agenda
Who is Berlin Packaging?
How we pursuit customer thrill?
How we use Qualtrics to measure customer thrill?
Next steps/Q&A
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Objective
Agenda
Share with you how a B2B packaging juggernaut pursuits customer thrill
We are growing more than
8x faster than the overall
packaging market.
(We are winning because we thrill
and delight our customers.)
We are a $1.4B company
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• Aim to dominate and blow through obstacles; strive to be a juggernaut.
• Want to achieve more.
• Want to succeed, ascend, elevate, and get more out of their business and their lives.
• Challenge the status quo.
• Embrace change.
• See the world through optimistic lenses.
• Feel that anything is possible with the right approach and effort.
• Want to control their destiny.
• Are often pleased, never satisfied.
Greater, Faster motivates those who…
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We are, Anything is Possible! We demonstrate more passion and effort,
creatively so and consistently so, compared to others we compete with.
We go above and beyond in the
pursuit of thrill for our customers and success for Berlin Packaging.
We are the best at what we do.
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Creative
Resulting from
originality of
thought, expression
Resulting from
continuous improvement
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Consistent
Marked by harmony, regularity, or steady continuity Free from variation or contradiction
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We’ve identified journeys and touchpoints
ONE-TIME
PERIODIC FREQUENT • Build relationships
• Receive marketing materials
• Visit local office/meet team
• Visit the Studio/Corporate
• Visit warehouse or plant
• Attend a symposium/event
• Establish or reestablish agreements
• Finalize and update supply
agreements
• Conduct design project
• Build a mold
• Work through an item change
• Get pricing letter
• Receive a CBR
• Address an issue
• Resolve a quality issue
• Resolve invoice dispute
• Resolve aged inventory
• Respond to competitive threat
• Receive Intro to Berlin presentation
• Get on-boarded
• Get setup as a new
customer
• Get credit line
• Review Terms & Conditions
• Place order for first time
• Build business
• Meet with my Sales
consultant
• Ask questions of the team
• Set up a new project
• Request samples, quotes,
drawings
• Conduct transactions
• Place ongoing order
• Manage or change an order
• Expedite an order
• Receive product
• Pay
• Manage payables
• Pay invoice
Receive innovation ideas
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Get things to work properly, then add in WOW
Ensure Satisfaction
Designed to meet customer
needs
Works as expected
Problems resolved quickly
Build Thrill Ordinary services delivered
exceptionally
Exceptional services or
features delivered well
We dedicate ourselves to thrilling our customers
Our annual Net Promoter
survey of our customers shows
important gains…
Berlin’s Net Promoter Score
Source: Survey of Berlin Packaging customers
…and two independent,
blind studies have shown
that Berlin leads the industry.
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Source: Bain & Company survey of customers and prospects (2011);
Parthenon survey of customers (2014)
Berlin 20%
Next highest 12%
Industry average 6%
Berlin 43%
Next highest 33%
Industry average 14%
31%
51%
2010 2014
Source: Satmetrix 2011 benchmark data
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We want to have the best service overall,
not just in the packaging industry
51%
60%
41%
53%
56%
72% Net Promoter leaders
by industry
“Berlin has developed a corporate
culture that recognizes the value of
people and aligning management
processes with business strategy…”
Excerpted from The Human Equation
By Jeffrey Pfeffer, Professional of Organizational Behavior,
Stanford Graduate School of Business
Published by Harvard Business School Press
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We are recognized by experts
% of total US workforce who are “engaged” with their company:
30%
% of employees who are “highly engaged” with Berlin:
76%
Our employees are highly engaged
and eager to thrill you
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