Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12...

18
Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

Transcript of Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12...

Page 1: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Managing Customer Expectations Steve Lennon

Jillian Hardie

12 July 2013

Page 2: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Arup

Advisory I Design I Engineering

Page 3: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

What Do Customers Expect?

Page 4: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

True Love?

Page 5: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

True Love Empathy Responsiveness Commitment Communication Trust

Page 6: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Set

Manage

Understand

Exceed

Process

Page 7: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Live in their world Set

Manage

Understand

Exceed

Page 8: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Promise of Value (What vs. How Much)

Commitment to Values (Why & How)

Set

Manage

Understand

Exceed

Value proposition

+

Page 9: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Set

Manage

Understand

Exceed

Page 10: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Maintenance

A balancing act Set

Manage

Understand

Exceed

Reactive

Preventative

Capital Investment

Page 11: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Clear point of contact Framework for prioritisation Ongoing communication Keeping score

Moments of truth Set

Manage

Understand

Exceed

Page 12: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Set

Manage

Understand

Exceed

Page 13: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Set

Manage

Understand

Exceed

Page 14: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Trust equation Set

Manage

Understand

Exceed

𝑇 =𝐶 × I

𝑅

Page 15: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Developed for Client Inspections Clear Process Reports Generated Instantaneously Understandable, Highly Visual Product

Arup Inspect

Page 16: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Clear Process Set Times Instant Feedback Early Delivery (on quote and product)

Jim’s Skip Bins

Page 17: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Holistic approach

People

Process Technology

Page 18: Managing Customer Expectations · Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 . Arup Advisory I Design I Engineering . What Do Customers Expect? True Love?

Thank you


Understanding Customer Expectations

Understanding Customer Expectations

1 CUSTOMER RELATIONS & BUSINESS PRACTICES CUSTOMER EXPECTATIONS.

1 CUSTOMER RELATIONS & BUSINESS PRACTICES CUSTOMER EXPECTATIONS.

Managing Expectations

Managing Expectations

Customer Base Expectations

Customer Base Expectations

Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

Managing Customer Expectations - institutebahamas.com Custo… · Managing Customer Expectation •Industry leaders anticipate and beat customer expectations! •Many Insurers in

Managing Customer Expectations - institutebahamas.com Custo… · Managing Customer Expectation •Industry leaders anticipate and beat customer expectations! •Many Insurers in

Managing a Lean Supply Chain · Your customers customer. 4 Armstrong Road 3rd Floor Shelton, CT 06484 Tele: 203.225.0451 ... managing the chain expectations:

Managing a Lean Supply Chain · Your customers customer. 4 Armstrong Road 3rd Floor Shelton, CT 06484 Tele: 203.225.0451 ... managing the chain expectations:

Managing Patient Expectations - ICLIOaccc-iclio.org/.../2015/...Managing-Patient-Expectations-PPT-FINAL.pdf · Managing Patient Expectations ... (Author of “The 7 Habits of Highly

Managing Patient Expectations - ICLIOaccc-iclio.org/.../2015/...Managing-Patient-Expectations-PPT-FINAL.pdf · Managing Patient Expectations ... (Author of “The 7 Habits of Highly

Managing clients expectations

Managing clients expectations

“We Will be Right with You:” Managing Customer ... · Allon, Bassamboo and Gurvich: Managing Customer Expectations with Vague Promises and Che ap Talk 4 This paper proposes what

“We Will be Right with You:” Managing Customer ... · Allon, Bassamboo and Gurvich: Managing Customer Expectations with Vague Promises and Che ap Talk 4 This paper proposes what

Managing sellers expectations

Managing sellers expectations

Managing Customer Expectations Managing Customer Expectations Tim Warren Vice President for Technology Services San Juan College 2010 Technology Leadership.

Managing Customer Expectations Managing Customer Expectations Tim Warren Vice President for Technology Services San Juan College 2010 Technology Leadership.

HDFC customer expectations

HDFC customer expectations

Exceeding Customer Expectations

Exceeding Customer Expectations

Managing Customer Expectations and Priorities in Service ...€¦ · Title: Managing Customer Expectations and Priorities in Service Systems? 2 mize the costs, it is important for

Managing Customer Expectations and Priorities in Service ...€¦ · Title: Managing Customer Expectations and Priorities in Service Systems? 2 mize the costs, it is important for

Customer Service Training. What is customer service? Customer service is: Anticipating and meeting needs Managing and meeting expectations Resolving problems.

Customer Service Training. What is customer service? Customer service is: Anticipating and meeting needs Managing and meeting expectations Resolving problems.

MANAGING CUSTOMER EXPECTATIONS · Set Customer Experience KPIs External: Customer Internal: Staff First contact resolution Keep me informed Follow through on what was said No of calls

MANAGING CUSTOMER EXPECTATIONS · Set Customer Experience KPIs External: Customer Internal: Staff First contact resolution Keep me informed Follow through on what was said No of calls

Managing Unrealistic Staff Expectations - Your first resource...Managing Unrealistic Staff Expectations © accomplice November 2014 5 © accomplice 2014 Managing Staff Expectations

Managing Unrealistic Staff Expectations - Your first resource...Managing Unrealistic Staff Expectations © accomplice November 2014 5 © accomplice 2014 Managing Staff Expectations

Title Heading here Managing Customer Service Expectations Ashley May.

Title Heading here Managing Customer Service Expectations Ashley May.

Managing Volunteers & Expectations

Managing Volunteers & Expectations