managing customer expectations steve lennon jillian hardie 12 july 2013
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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. Understand. Process. Exceed. Set. Manage. - PowerPoint PPT PresentationTRANSCRIPT
Managing Customer Expectations
Steve LennonJillian Hardie
12 July 2013
ArupAdvisory I Design I Engineering
What Do Customers Expect?
True Love?
True Love
EmpathyResponsivenessCommitmentCommunicationTrust
Set
Manage
Understand
Exceed
Process
Live in their worldSet
Manage
Understand
Exceed
Promise of Value(What vs. How Much)
Commitment to Values(Why & How)
Set
Manage
Understand
ExceedValue proposition
+
Set
Manage
Understand
Exceed
Maintenance
A balancing actSet
Manage
Understand
Exceed
Reactive
Preventative
Capital Investment
Clear point of contact
Framework for prioritisation
Ongoing communication
Keeping score
Moments of truthSet
Manage
Understand
Exceed
Set
Manage
Understand
Exceed
Set
Manage
Understand
Exceed
Trust equationSet
Manage
Understand
Exceed
𝑇=𝐶×I 𝑅
Developed for Client InspectionsClear ProcessReports Generated InstantaneouslyUnderstandable, Highly Visual Product
Arup Inspect
Clear ProcessSet TimesInstant FeedbackEarly Delivery (on quote and product)
Jim’s Skip Bins
Holistic approach
People
Process Technology
Thank you