BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.
-
Upload
ryan-kilgore -
Category
Documents
-
view
226 -
download
3
Transcript of BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.
![Page 1: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/1.jpg)
BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS
ACHIEVING BREAKTHROUGH SERVICE
![Page 2: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/2.jpg)
Economies of
Loyalty
1
![Page 3: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/3.jpg)
Customer Equity
![Page 4: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/4.jpg)
![Page 5: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/5.jpg)
PERCEIVED VALUE
BENEFITS (FUNCTIONAL +
EMOTIONAL + SOCIAL)PRICE + INCONVENIENCES + UNCERTAINTIES
=
Relentless focus in creating and capturing value
![Page 6: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/6.jpg)
![Page 7: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/7.jpg)
![Page 8: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/8.jpg)
Redesigning the
customer experience
2
![Page 9: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/9.jpg)
Everyone loves…
Convenience
Simplicity
Customization
Affordability
![Page 10: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/10.jpg)
PositiveEmotionalStates
Empathetic observation and thinking: record the emotions and the circumstances that triggered the emotions
Discovering, Learning, Buying, Acquiring, Using, Connecting
NegativeEmotional States
InvolvedTrusted
At easeInformed
Amused Empowered EngagedValued
Helpless Anxious
Misinformed Alone MistrustedNeglected
Spotting the unarticulated needs to amaze customers with a customer experience they never could have imagined…
Confused
![Page 11: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/11.jpg)
Problema…
La percepción del trabajo de un comercial es negativa
Fuente: Encuesta de Daniel Pink a 7000 trabajadores en EEUU
![Page 12: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/12.jpg)
Borrow great ideas from other industries…
• Disneyland• Singapore
Airlines• Fandango• Lexus• Virgin Airlines• Amazon• ebay• Starbucks• Others…
Identify a service experience that provoked really good feelings to you….
1. …unique attributes…that made it so memorable?
2. How did it defy your expectations?
3. How might we leverage this idea to redefine customer expectations in our own industry?
Key“Moments of truth”
Customer corridor
Ideas for reengineering the customer experience
![Page 13: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/13.jpg)
![Page 14: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/14.jpg)
![Page 15: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/15.jpg)
![Page 16: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/16.jpg)
![Page 17: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/17.jpg)
![Page 18: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/18.jpg)
APPLE STORE (NY): 5th Avenue, 08-22-07, 3:05 pm
200
![Page 19: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/19.jpg)
SONY STORE (NY): Madison Avenue, 08-22-07, 3:20 pm
10
![Page 20: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/20.jpg)
![Page 21: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/21.jpg)
![Page 22: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/22.jpg)
![Page 23: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/23.jpg)
![Page 24: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/24.jpg)
![Page 25: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/25.jpg)
![Page 26: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/26.jpg)
General Manager
Finance Human Resources
Prod. developmen
t
Sales & Marketing
Operations
>>>>>>>>>COSTUMER SERVICE REQUIRES HORIZONTAL PROCESSES >>>>>>>>>>
*
![Page 27: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/27.jpg)
Customer-centricMaster Plans
3
![Page 28: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/28.jpg)
“”Your market place is your data base.
Stan Rapp, Founder of McCann
![Page 29: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/29.jpg)
SCORING- Grades, ratings, 1 to 5 ...
FEEDBACK- Comments, complaints, suggestions ..
QUALITATIVE RESEARCH- Surveys, focus groups, interviews ...
OPERATIONS- Front line personnel, other listening postsSTRATEGY- Customer participation in product development, market definition, employee selection
Customer satisfaction: listening to customers
![Page 30: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/30.jpg)
EXTROVERT
INTROVERT
RATIONAL EMOTIONAL
ANGLOSAXON LATIN
NORDICSWISS GERMAN
Different consumers with different mindsets
![Page 31: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/31.jpg)
A customer-centered approach to the marketplace
![Page 32: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/32.jpg)
Soneva Gili, The Maldives
![Page 33: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/33.jpg)
Soneva Kiri, Thailand
![Page 34: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/34.jpg)
PurposeProfitsPassionPeople
Engine
Inadequate
Business Engine
Inadequate
Adequate
Adequate
Empowering the Business Engine and the People Engine
![Page 35: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/35.jpg)
Empowering the People Engine
One-to-oneleadership
Self-leadership
Institutionalleadership
Teamleadership
The Power of Integrity
The Power of Conectio
n
The power ofReputati
on
The Power of Cohesion
![Page 36: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/36.jpg)
Si se pierde dinero, lo puedo entender y seré paciente. En cambio si se pierde la reputación sere implacable.
La reputación es el único verdadero activo – sin reputación, un negocio no vale nada.
Warren BuffetBerkshire Hathaway
“”
![Page 37: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/37.jpg)
Multichannel delivery systems
Reengineering
the supply and value
chain
Innovative value
proposition
Needs based segmentatio
n and targeting
Collaborative Power
Customer
Experience
Power
Operational
Power
Conceptual PowerEmpowering the Business Engine
![Page 38: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/38.jpg)
“”If you can’t describe your position in eight words or less, you don’t have a position.
Seth Godin, Expert on Word of Mouth
![Page 39: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/39.jpg)
CHALLENGER BRAND MINDSET
The challenger is very open about its desire to bring some new way of
thinking to the category.
This tends to consist in putting right something in the category which has, in its view, gone seriously wrong, and it talks in terms of having a ‘cause’
or being ‘an agent of change’.
![Page 40: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/40.jpg)
CHALLENGER BRAND MINDSET
• The People’s Champion Virgin Atlantic, WikipediaMotives: “They are fighting for me – I win”
• The Scrappy David RyanairMotives: “Nobody roots for Goliath” – people like underdogs
• The ‘Real and Human’ challenger Ben and Jerry’s, Innocent.
Motives: “real people brand in a faceless category”
• The Missionary Dove, Al Gore 2.0A challenger fired up with a view about the world
it has to share.
![Page 41: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/41.jpg)
![Page 42: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/42.jpg)
![Page 43: BRINGING PASSION, PURPOSE AND PERFORMANCE TO THE HEART OF BUSINESS ACHIEVING BREAKTHROUGH SERVICE.](https://reader033.fdocuments.us/reader033/viewer/2022061304/5513bc505503464b298b4765/html5/thumbnails/43.jpg)
Thank you!
www.luishuete.com @LuisMHuete