Case Study: Creating a Successful Customer Community for Peugeot
10 Steps to Creating and Sustaining a Customer Culture · Sustaining a Customer Centric Culture ......
Transcript of 10 Steps to Creating and Sustaining a Customer Culture · Sustaining a Customer Centric Culture ......
10StepstoCreatingandSustainingaCustomer
CentricCultureEvans A. Manolis
President – Marketii Medical
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ABOUT SERVICE STRATEGIES• A global Service Improvement Company focused on the technology services marketplace.
• Offerings include consulting, training, standards.• Standards and certification programs for:
• Professional Services Organizations• Technical Support Organizations • Field Service Organizations• E‐Service
• Career development and training programs for professionals working in the service organization.
CreatingandsustainingacustomercentricorganizationSixLevelsofCustomerExperienceMaturity
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Thisdescribesacompanythathaslittle
ornointerestincustomerexperience
anddoesn'tunderstandthe
benefitsaCXprogramcouldbringtoits
business
LevelZero
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Thisdescribesacompanythatisinterestedin
customerexperience,buttheinitiative
receiveslittlefundingorinternalsupport
LevelOne
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Thisdescribesacompanythatis
investedincustomerexperience.Itfundstheinitiativeandformalprogramsbegintoemerge
LevelTwo
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Acompanyatthislevelisfullycommittedto
customerexperience.Itunderstandsthatcustomerexperienceiscritical forbusiness
successandsenior‐level
executivesareactivelyinvolved
LevelThree
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Thislevelindicatesanorganizationthatisactivelyengaged.
Customerexperienceisacoretenantoftheoverallbusinessstrategy
LevelFour
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Organizationsatthislevelhaveachievedtruesophisticationinprovidingcustomerexperience.Itis
embeddedwithintheDNAoftheorganization
LevelFive
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Whereareyoutoday?Whatlevelisyourcompanyattoday
LevelZero
LevelOne
LevelTwo
LevelThree
LevelFour
LevelFive
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“80% of customers who switch suppliers expresssatisfaction with their previous supplier.Satisfaction has become the price of entry, not theway towin.” ShaunSmith‐Smith&Co.
TheImportanceofCrossFunctionalBuy‐In
Sales
Marketing
Quality
Executive
R&D
Service
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DifferentTypesofSurveys
• Transactional
• Relationship
• Employee
• WebBasedorTelephoneBased?
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MakeSureYouAreMeasuring
• Satisfaction
• Loyalty(NPS)
• CustomerEffort/Ease
• Importance
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