Vaughan Beals (Harley Davidson) Jim Cantelupo (McDonald's - PowerPoint PPT Presentation
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Vaughan Beals (Harley Davidson) Jim Cantelupo (McDonald's
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Vaughan Beals (Harley Davidson) Jim Cantelupo (McDonald's) Jay Fishman (St. Paul Travelers) ... Across the country, over the past five years, has customer ... – PowerPoint PPT presentation
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Title: Vaughan Beals (Harley Davidson) Jim Cantelupo (McDonald's
1
What Customers Need
- Bruce Kasanoff
- Author
- Making it Personal
2
How I spent the last three months
- Arthur Blank (Home Depot)
- Vaughan Beals (Harley Davidson)
- Jim Cantelupo (McDonalds)
- Jay Fishman (St. Paul Travelers)
- Robert Johnson (Black Entertainment Television)
- Shelly Lazarus (Ogilvy Mather)
- Lord Peter Levene (Lloyds of London)
- Rick Menell (Anglovaal Mining)
- Nandan Nilekani (Infosys)
- John Pepper (PG)
- David Pottruck (Charles Schwab Co.)
- John Rogers (Ariel Capital Management)
- Paul Tagliabue (NFL Commissioner)
- William Wrigley, Jr. (The Wrigley Company)
3
Not another customer
4
Company benefits
Customer benefits
Unsustainable
5
Customer benefits
Company benefits
Sustainable
6
Across the country, over the past five years, has
customer service
- Improved significantly
- Improved modestly
- Remained the same
- Declined modestly
- Declined significantly
Cross-Tab Label
0 / 500
7
- Your customers sent me.
8
- CEO
- Sr mgmt
- Managers
- Staff
- Front lines
Today, pick one action and do it
How great firms profit by making life less
difficult for customers
9
(No Transcript)
10
Listen
Examine
Stop
Solve
11
Listen
- Remember information for me, not just about me.
- Know more about me than your competitors do.
- Show me why I can trust you.
- Communicate in a sincere and understandable way.
- Take personal accountability for my needs.
- No secrets, please.
- Listen actively to what I tell you.
- Respond quickly and meaningfully to my feedback.
- Tell your colleagues what they need to know about
me. - Remember what makes me different than others.
12
Does your business have a formal and accurate
method for measuring the consistency with which
you meet customer requirements?
- Yes
- Were close
- Were just starting
- No
N 20
Cross-Tab Label
0 / 500
13
Examine
- Do you look at things through my eyes?
- Do you anticipate my needs?
- Can you make it easier for employees to help me?
- Are you giving me negative clues?
- Why should I want you to be successful?
- Do you use too much jargon?
- How consistently do you meet my requirements?
- Are you flexible enough to win more of my
business? - Do you measure success in a way that also
benefits me? - How effective are you at inventing solutions for
me?
14
What are the odds that a satisfied customer
will remain loyal?
- 10 to 1
- 5 to 1
- Even odds
- We really dont know
N 35
Cross-Tab Label
0 / 500
15
Stop
- Stop measuring satisfaction.
- Stop forgetting what I tell you.
- Stop making problems for me.
- Stop any initiative that has no direct benefits
for customers. - Stop wasting resources on the wrong customers.
- Stop defending inaction and inattention.
- Stop allowing your interests to clash with mine.
- Stop holding employees back let them solve my
problems. - Stop relying on overly complicated approaches.
- Stop avoiding me.
16
Are the people in your division more likely to
say your firm solves problems for customers or
sells products/services to them?
- Solves problems
- Sells products/services
- Neither
- Both
N 31
Cross-Tab Label
0 / 500
17
Solve
- Recognize patterns that can save me time, money
or effort. - Eliminate from my experience everything
irrelevant to me. - Dont ask the same question twice.
- Give me more expert and relevant advice.
- Design service into the products themselves.
- Error-proof your services so I cant make
mistakes. - Reduce the steps I must take.
- Minimize repetition for me.
- Assume functions I used to perform.
- Trigger actions automatically according to my
conditions.
18
Do you want a one-page summary of what I learned
from top CEOs?
- Please give me your business card or email
bruce_at_nowpossible.com - You can also call me at (203) 341-9448
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