managing customer expectations · managing customer expectations steve lennon jillian hardie 12...

Managing Customer Expectations Steve Lennon

Jillian Hardie

12 July 2013

Arup

Advisory I Design I Engineering

What Do Customers Expect?

True Love?

True Love Empathy Responsiveness Commitment Communication Trust

Set

Manage

Understand

Exceed

Process

Live in their world Set

Manage

Understand

Exceed

Promise of Value (What vs. How Much)

Commitment to Values (Why & How)

Set

Manage

Understand

Exceed

Value proposition

+

Set

Manage

Understand

Exceed

Maintenance

A balancing act Set

Manage

Understand

Exceed

Reactive

Preventative

Capital Investment

Clear point of contact Framework for prioritisation Ongoing communication Keeping score

Moments of truth Set

Manage

Understand

Exceed

Set

Manage

Understand

Exceed

Set

Manage

Understand

Exceed

Trust equation Set

Manage

Understand

Exceed

𝑇 =𝐶 × I

𝑅

Developed for Client Inspections Clear Process Reports Generated Instantaneously Understandable, Highly Visual Product

Arup Inspect

Clear Process Set Times Instant Feedback Early Delivery (on quote and product)

Jim’s Skip Bins

Holistic approach

People

Process Technology

Thank you