best buy made my mom cry - shareworthy service - hospitality knight
TRANSCRIPT
MOM CRY
MADE MY
a guide to Shareworthy Customer Service
BEST BUY
TIM MILES
MOM CRY
MADE OURa guide to
Shareworthy Customer Service
BEST BUY
TIM MILES
BEST BUY
BEST BUY
POOP FACE TRISH
This IN SPITE OF the circulars we get every Sunday in the Southern Illinoisan...
Customers aren't disposable anymore; more than ever, you have to create sustainable customer relationships.”
“
Steve Yastrow
Why aren’t more customers doing
business with me?
Three Possible Answers For You
It’s because they don’t know about you.
It’s because they think they know about you, but don’t ... really.
It’s because they DO
know about you.
Couple of questions for you to think about:
What’s the value of a customer over a lifetime?
How much does it cost to acquire a new customer?
It’s far less expensive and much more profitable to keep current customers delighted.
But it seems like customers aren’t as easily satisfied...
What’s it going to take?
Shareworthy Service
Nordstrom’s
Orlando, FL
Apple
Question For You
Who provides that level of
delight in your city?
That’s an opportunity!
What is Shareworthy
Service?
A budgeted system of training and measuring and rewarding customer delight.
From a business owner’s perspective, it starts with your most important customers.
A culture of ownership.
Employees aren’t working any longer or particularly harder than they were before.
Why is it called Shareworthy?
Have you used?
The principal changes taking place are these:
The principal changes taking place are these:
1. Word of mouth has grown into the muscular beast, Interconnectivity, and it moves with lightning speed.
Technology’s re-writing the rules of commerce. Facebook, blogs, tweets and texts are ensuring that, whether good or bad, the word gets out.
2. We’re moving into an era of transparency in which it will become harder than ever to win new customers through P.R. and Advertising alone.
You’re going to have to begin delivering all that you promise in your marketing materials.
Claims of ‘biggest,’ and ‘best,’mean nothing when customers have friends who are telling them otherwise.
Today, it’s easier than ever to spread your message.
Do you have a message worth spreading?
The best way to trigger social media and word of mouth? Deliver an experience worth
talking about.
The Pit of Mediocrity
What is Shareworthy
Service?
Simplified
Professionalism
Kindness
14 Facets
Implementing Shareworthy
Serviceread chapter from book
From a business owner’s perspective, it starts with your most important customers.
A culture of ownership.
Initial Meeting“What should your rewards be?”
Change is scary.
“What must not be changed?”
Mindfulness Diaries
Map The Customer
Experience
Touchpoints
Tune The Customer
Experience
The 14 Facets
Brand Diamond
Develop a series of internal contests & promotions
A budgeted system of training and measuring and rewarding customer delight.
From a business owner’s perspective, it starts with your most important customers.
One mantra. One phrase. One key question.
“As owners, if you (our employees) are our only customers, what must we do to provide shareworthy service to you?”
Summary
1. Hire based on your
values.
2. Communicate where
you’re going.
3. Provide shareworthy
service to your employees.
4. Replace people who don’t participate or who try and game
the system.
5. Measure your
success and review and celebrate your
progress.
Measuring Shareworthy
Serviceread chapter from book
The World’s Shortest Survey
Net Promoter Score
Never forget your most important customers.
Rosabeth Moss Kanter, HBR, 10/23/13
[Employee] Loyalty comes from the daily work itself, a sense of community accepting of individuality, and constant reminders that what employees do matters… money is a distant fourth.”
Three M’s
MASTERY Help People Develop Skills
MEMBERSHIP Create Community
MEANING Reinforce Larger Purpose
You want a sustainable shareworthy
service program?
They have to own it.
“I have an idea!”
Ideas get thank yous.
Plans get rewards.
Link to website
Further Study
Creating Magic
The Dream Manager
Delivering Happiness
Customers for Life
Good Company