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1
HOW YOU CAN CREATE A
WOW SERVICE CULTURE!
WHO IS JOEL DALY
THE 5TH THING I’M MOST PROUD OF
THE SUM OF ALL EXPERIENCES A CONSUMER HAS
WITH A SUPPLIER OF GOODS OR SERVICES, OVER
THE DURATION OF THEIR RELATIONSHIP WI...
mobile
social
local
THE NEW EXPERIENCE ECONOMY
CHOICE AND VOICE
Commoditized Products
Democratized
Information
Empowered Consumers
WHAT HOSTING WANTED TO DO…
Culture
Customer
Sat.
Customer
Focus
The Right
Customers
The Best Team
In the Industry
World-Cl...
WHAT DO MOST COMPANIES DO?
8
9
REWARDS!
10
COOL! HOW DO I GET
REWARDED???
11
NPS!
12
OK… HOW DO I INCREASE MY
NPS?
13
DELIVER BETTER SERVICE!
14
RIGHT… BUT HOW DO I DO
THAT???
15
LET’S LOOK AT HOW OTHER
COMPANIES DO IT.
16
LET’S JUST COPY THEM!
THERE’S A BETTER WAY
17
18
START WITH A VISION…
19
…AND A SET OF CORE VALUES
20
THEN FOLLOW THESE 5 STEPS
21
STEP 1: TEACH IT
22
STEP 2: DEFINE IT
23
STEP 3: LIVE IT
24
STEP 4: MEASURE IT
25
STEP 5: REWARD IT
26
FIRST, WE DID IT WRONG
• 2 shots of Vision and
Values
• NetFlix – Exercise
• Zappos Culture Boot Camp
• Equal parts Tactical and
Strategic Proces...
28
HOSTING’S WOW TRAINING
VISION
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Business Critical Applications In the Clou...
31
32
THREE STEPS TO GREAT SERVICE
• Figure out what the customer wants
• Give it to them
• Politely
• Enthusiastically
• Acc...
@jkembel
JOURNEY
MAPPING
FUNDAMENTALS OF A NEW APPROACH
35
MAP THE EMPLOYEE XP
KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized,
Customers are empowered - CX is the difference
• Vision...
QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO
• jdaly@hosting.com
How You Can Create a WOW Service Culture
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How You Can Create a WOW Service Culture

  1. 1. 1 HOW YOU CAN CREATE A WOW SERVICE CULTURE!
  2. 2. WHO IS JOEL DALY
  3. 3. THE 5TH THING I’M MOST PROUD OF
  4. 4. THE SUM OF ALL EXPERIENCES A CONSUMER HAS WITH A SUPPLIER OF GOODS OR SERVICES, OVER THE DURATION OF THEIR RELATIONSHIP WITH THAT SUPPLIER. http://en.wikipedia.org/wiki/Customer_experience cus·tom·er ex·pe·ri·ence
  5. 5. mobile social local THE NEW EXPERIENCE ECONOMY
  6. 6. CHOICE AND VOICE Commoditized Products Democratized Information Empowered Consumers
  7. 7. WHAT HOSTING WANTED TO DO… Culture Customer Sat. Customer Focus The Right Customers The Best Team In the Industry World-Class Customer Experience • Attract the Best Team Members • Encourage Personal Development • Transform to Solution Approach • Build Awareness & Demand • Arm the Sales Force • Focus on the Full Customer Experience • Create Wows in Each Touch Point
  8. 8. WHAT DO MOST COMPANIES DO? 8
  9. 9. 9 REWARDS!
  10. 10. 10 COOL! HOW DO I GET REWARDED???
  11. 11. 11 NPS!
  12. 12. 12 OK… HOW DO I INCREASE MY NPS?
  13. 13. 13 DELIVER BETTER SERVICE!
  14. 14. 14 RIGHT… BUT HOW DO I DO THAT???
  15. 15. 15 LET’S LOOK AT HOW OTHER COMPANIES DO IT.
  16. 16. 16 LET’S JUST COPY THEM!
  17. 17. THERE’S A BETTER WAY 17
  18. 18. 18 START WITH A VISION…
  19. 19. 19 …AND A SET OF CORE VALUES
  20. 20. 20 THEN FOLLOW THESE 5 STEPS
  21. 21. 21 STEP 1: TEACH IT
  22. 22. 22 STEP 2: DEFINE IT
  23. 23. 23 STEP 3: LIVE IT
  24. 24. 24 STEP 4: MEASURE IT
  25. 25. 25 STEP 5: REWARD IT
  26. 26. 26 FIRST, WE DID IT WRONG
  27. 27. • 2 shots of Vision and Values • NetFlix – Exercise • Zappos Culture Boot Camp • Equal parts Tactical and Strategic Process - Zingerman’s Zingtrain and Journey Mapping • Shake rigorously with investments in people - Bell Leadership • Serve Outside - In 27 HOSTING’S KOOL-AID
  28. 28. 28 HOSTING’S WOW TRAINING
  29. 29. VISION To Provide the Best Customer Experience For Mid-Size Enterprises Running Business Critical Applications In the Cloud Supported By The Industry’s Best Team.
  30. 30. 31
  31. 31. 32 THREE STEPS TO GREAT SERVICE • Figure out what the customer wants • Give it to them • Politely • Enthusiastically • Accurately • Urgently • Go the extra mile
  32. 32. @jkembel JOURNEY MAPPING
  33. 33. FUNDAMENTALS OF A NEW APPROACH
  34. 34. 35 MAP THE EMPLOYEE XP
  35. 35. KEY TAKE AWAY POINTS • Quality is commoditized, Info Democratized, Customers are empowered - CX is the difference • Vision is where you are going, Values are how you get there • Teach It, Define It, Live It, Measure It, Reward It • Find the right problems to solve • You can’t drive results, Behaviors drive results • The seeds of a Service Culture will yield Intrapreneurs • Be experience driven – customers remember the experience
  36. 36. QUESTIONS - CONTACT INFO • View the on-demand webinar here. • Joel Daly– HOSTING COO • jdaly@hosting.com
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