Best Buy Made My Mom Cry - Shareworthy Service - Hospitality Knight
Transcript of Best Buy Made My Mom Cry - Shareworthy Service - Hospitality Knight
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MOM CRY
MADE MY
a guide to Shareworthy Customer Service
BEST BUY
TIM MILES
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MOM CRY
MADE OURa guide to
Shareworthy Customer Service
BEST BUY
TIM MILES
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BEST BUY
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BEST BUY
POOP FACE TRISH
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This IN SPITE OF the circulars we get every Sunday in the Southern Illinoisan...
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Customers aren't disposable anymore; more than ever, you have to create sustainable customer relationships.”
“
Steve Yastrow
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Why aren’t more customers doing
business with me?
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Three Possible Answers For You
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It’s because they don’t know about you.
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It’s because they think they know about you, but don’t ... really.
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It’s because they DO
know about you.
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Couple of questions for you to think about:
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What’s the value of a customer over a lifetime?
How much does it cost to acquire a new customer?
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It’s far less expensive and much more profitable to keep current customers delighted.
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But it seems like customers aren’t as easily satisfied...
What’s it going to take?
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Shareworthy Service
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Nordstrom’s
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Orlando, FL
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Apple
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Question For You
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Who provides that level of
delight in your city?
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That’s an opportunity!
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What is Shareworthy
Service?
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A budgeted system of training and measuring and rewarding customer delight.
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From a business owner’s perspective, it starts with your most important customers.
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A culture of ownership.
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Employees aren’t working any longer or particularly harder than they were before.
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Why is it called Shareworthy?
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Have you used?
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The principal changes taking place are these:
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The principal changes taking place are these:
1. Word of mouth has grown into the muscular beast, Interconnectivity, and it moves with lightning speed.
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Technology’s re-writing the rules of commerce. Facebook, blogs, tweets and texts are ensuring that, whether good or bad, the word gets out.
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2. We’re moving into an era of transparency in which it will become harder than ever to win new customers through P.R. and Advertising alone.
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You’re going to have to begin delivering all that you promise in your marketing materials.
Claims of ‘biggest,’ and ‘best,’mean nothing when customers have friends who are telling them otherwise.
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Today, it’s easier than ever to spread your message.
Do you have a message worth spreading?
The best way to trigger social media and word of mouth? Deliver an experience worth
talking about.
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The Pit of Mediocrity
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What is Shareworthy
Service?
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Simplified
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Professionalism
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Kindness
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14 Facets
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Implementing Shareworthy
Serviceread chapter from book
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From a business owner’s perspective, it starts with your most important customers.
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A culture of ownership.
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Initial Meeting“What should your rewards be?”
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Change is scary.
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“What must not be changed?”
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Mindfulness Diaries
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Map The Customer
Experience
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Touchpoints
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Tune The Customer
Experience
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The 14 Facets
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Brand Diamond
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Develop a series of internal contests & promotions
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A budgeted system of training and measuring and rewarding customer delight.
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From a business owner’s perspective, it starts with your most important customers.
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One mantra. One phrase. One key question.
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“As owners, if you (our employees) are our only customers, what must we do to provide shareworthy service to you?”
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Summary
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1. Hire based on your
values.
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2. Communicate where
you’re going.
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3. Provide shareworthy
service to your employees.
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4. Replace people who don’t participate or who try and game
the system.
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5. Measure your
success and review and celebrate your
progress.
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Measuring Shareworthy
Serviceread chapter from book
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The World’s Shortest Survey
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Net Promoter Score
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Never forget your most important customers.
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Rosabeth Moss Kanter, HBR, 10/23/13
[Employee] Loyalty comes from the daily work itself, a sense of community accepting of individuality, and constant reminders that what employees do matters… money is a distant fourth.”
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Three M’s
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MASTERY Help People Develop Skills
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MEMBERSHIP Create Community
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MEANING Reinforce Larger Purpose
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You want a sustainable shareworthy
service program?
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They have to own it.
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“I have an idea!”
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Ideas get thank yous.
Plans get rewards.
Link to website
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Further Study
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Creating Magic
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The Dream Manager
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Delivering Happiness
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Customers for Life
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Good Company