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5 Cards in this Set
- Front
- Back
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Introdce us
Circle Six-Facilitate/Brainst Engage/no interruption Also-used to be 6 of us |
The Wow Experience
*Creating a better experience is one way for companies to compete and differentiate themselves from their competitors |
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Marketplace survey "Establishing and maintaining customer relationships will be the single greatest source of competitive advantage in the 21st century."
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What we know:
*Products/Services *Target/Walmart *Best Buy/Circut City *Credit cards *Kids Hair Example |
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*Maintain/Add Cust base
*MLA Newsline "It takes months to find a cust or devl their appreciation for your service, jsut seconds to lose one or undo past good work" |
*Menards example
*House project *Broken/bent gutters *3 attempts |
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*Industrial Revolution
*Service Revolution *21st Century: Selling the Experience *Angel Customer & Demon Customer " Customers are where the money comes from-putting customers are the center of our focus has always made sense. It's simple reason that seems so obvious...but tends to be forgotten." |
Strategic Initiatives
*What we care about/Need *BBY lighting example *Focus Groups-follow up ?'s *Suvey-e-mail/mail, phone, and receipts *Quality Monitoring-is there any business...? Monitor employee *Incentives-to follow the practices...BBY-commission/cust sat *Benchmarking Standards-world class service |
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Home Depot-Take you to...
Nordstrom- The Nordstrom way to customer service excellence: A handbook for implementing great service in your organization. |
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