Customer experience seminar – Oct 2013

How to effectively manage change within you organization

Mike Ashton, Ashton Brand Consulting Group

From drawing board to delivery

ABCG: Customer experience specialists

Design Delivery Training

Customer experience improvement: Leading complex change

Visible service

performance

Internal management

challenge

Starting point: Relevance & Consistency of brand experience

Catalyst

Acquisition

Performance

Leadership

Helping guests be at their best

Anywhere in the world

24/7

Product•Work•Enjoy•Relax

Unrivalledglobal

distribution

Business never stops. Nor do we

Consistency & trust

Catalyst

Shared vision

Brand proposition

Catalyst Align Plan Focus Engage Tools Assess

Financial case

Corporate goals

1-1 persuasion

Catalyst Align Plan Focus Engage Tools Assess

Objectives

Time & costs

Infrastructure

Leadership

Collaboration

Milestones

Catalyst Align Plan Focus Engage Tools Assess

Investment

Dependencies

Prioritise

Annual Customer Plan

Customer Experience

Delivery

Finance

HR

ITOps

Sales & Marketing

Catalyst Align Plan Focus Engage

Language

Involvement

Momentum

Consistent Hassle Free

Personalised Hilton Moments

Brand Building Blocks

Next Step on

the Journey

Catalyst Align Plan Focus Engage Support

Training

Tools

Process

Catalyst Align Plan Focus Engage Support Assess

Financial

Brand

People

QAQuality survey

GLOBAL MEASUREMENT

SALTC-satsurvey

TMOSTeam survey

Profit Impact Remuneration

Time

Current position

Required performance

START (Catalyst)

END GAMECash TeamPlanAlign

ABCG LaunchPAD: Planned & managed process

Tools

Engagement: Communication, involvement, continuity, visibility, momentum

Milestones: What, by when & by whom. Implications & contingencies

GAP ANALYSISPaint a vivid $ picture

And finally, as the great man once said.....

“If things seem under

control, you’re just not

driving fast enough”