how you can create a wow service culture
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HOW YOU CAN CREATE A WOW SERVICE CULTURE!
WHO IS JOEL DALY
THE 5TH THING I’M MOST PROUD OF
THE SUM OF ALL EXPERIENCES A CONSUMER HAS WITH A SUPPLIER OF GOODS OR SERVICES, OVER THE DURATION OF THEIR RELATIONSHIP WITH THAT SUPPLIER.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence
mobile
social
local
THE NEW EXPERIENCE ECONOMY
CHOICE AND VOICE
Commoditized Products
Democratized
Information
Empowered Consumers
WHAT HOSTING WANTED TO DO…
Culture
Customer
Sat.
Customer
FocusThe Right
Customers
The Best Team
In the Industry
World-Class
Customer
Experience
• Attract the Best Team Members
• Encourage Personal Development
• Transform to Solution Approach
• Build Awareness & Demand
• Arm the Sales Force
• Focus on the Full Customer
Experience
• Create Wows in Each Touch Point
WHAT DO MOST COMPANIES DO?
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REWARDS!
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COOL! HOW DO I GET REWARDED???
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NPS!
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OK… HOW DO I INCREASE MY NPS?
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DELIVER BETTER SERVICE!
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RIGHT… BUT HOW DO I DO THAT???
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LET’S LOOK AT HOW OTHER COMPANIES DO IT.
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LET’S JUST COPY THEM!
THERE’S A BETTER WAY
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START WITH A VISION…
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…AND A SET OF CORE VALUES
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THEN FOLLOW THESE 5 STEPS
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STEP 1: TEACH IT
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STEP 2: DEFINE IT
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STEP 3: LIVE IT
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STEP 4: MEASURE IT
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STEP 5: REWARD IT
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FIRST, WE DID IT WRONG
• 2 shots of Vision and Values
• NetFlix – Exercise
• Zappos Culture Boot Camp
• Equal parts Tactical and Strategic Process -Zingerman’s Zingtrain and Journey Mapping
• Shake rigorously with investments in people -Bell Leadership
• Serve Outside - In
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HOSTING’S KOOL-AID
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HOSTING’S WOW TRAINING
VISION
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Business Critical Applications In the Cloud
Supported By The Industry’s Best Team.
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THREE STEPS TO GREAT SERVICE
• Figure out what the customer wants
• Give it to them
• Politely
• Enthusiastically
• Accurately
• Urgently
• Go the extra mile
@jkembel
JOURNEY
MAPPING
FUNDAMENTALS OF A NEW APPROACH
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MAP THE EMPLOYEE XP
KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized, Customers are empowered - CX is the difference
• Vision is where you are going, Values are how you get there
• Teach It, Define It, Live It, Measure It, Reward It
• Find the right problems to solve
• You can’t drive results, Behaviors drive results
• The seeds of a Service Culture will yield Intrapreneurs
• Be experience driven – customers remember the experience
QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO