shifting value into high gear
DESCRIPTION
Value has become a buzz word. We're all after it, and we're all after the type of value that excites your customers. Why is it so elusive?TRANSCRIPT
Is this experience valuable?What about now?
Why do we struggle to create such incredible
experiences?
What do your customers expect?
‘Value’ defined
Monetized Frugal
WOW!
The problem
Misaligned Values
What are their values?
Company EmployeesCustomer
• Stable • Intuitive • Support • Fair price • Treated fair
• Profit • Growth • Innovation • Share value
• Do a good job • Contribute • Learn • Fair Compensation • Good work
environment
Company
What is valued?
Company EmployeesCustomer
Two telecom companies 1 Courage: Act on your beliefs with pure intention in spite of your fears. 2 Respect: Treat others as you wish to be treated. 3 Integrity: Choose to do what’s right. 4 Accountability: Own your part of any situation and work towards a solution. 5 Servanthood: Embrace the attitude and honor of serving others rather than
being served.
1 We embrace change and initiate opportunity 2 We have a passion for growth 3 We believe in spirited team work 4 We have the courage to innovate
Two Canadian Airlines
• Commitment to safety • Positive and passionate in everything we do • Appreciative of our People and Guests • Fun, friendly and caring • Align the interests of our people with the interests of the company • Honest, open and keep our commitments
• Safety First and Last • Make every customer feel valued • Working together • Act with integrity • All employees are valued • Drive for excellence
What do your customers expect?value
What can you do?
• Talk & walk with your customers
• Get the team involved with your customers
• Stop thinking you can wow them with features
Mike Edwards @mikeeedwards
http://mikeeedwards.ca [email protected]