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Service culture, a strong lever of differentiation

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Presentation for Employee Engagement Summit, 14th of April 2016
At Academie du Service, with our 12 years of experience in consultancy and training for more than 250 companies in all industries and 20 countries, we argue that Service Culture is a unique concept that makes the link between employee engagement and customer engagement.
We believe in 5 key points in order to deliver a fabulous service culture. A company will be service oriented if and only if:
1. Focus is on the human being not only the product
2. 100% of satisfied customers is more important than zero mistakes
3. Service relationships are based on making customer and employee feel valued
4. The same attention is paid to customers and employees
5. Autonomy and initiative are emphasized by giving more empowerment

Publicado en: Marketing
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Service culture, a strong lever of differentiation

  1. 1.   
  2. 2. + 2 points + 1 point
  3. 3. Frontline staff: satisfied and happy to deliver the right service to customers Back office staff: satisfied and committed to deliver the best service to frontline staff Managers: pay the same attention to employees as they do to customers CONSIDERATION SYMMETRY©
  4. 4. ©
  5. 5. Tony Hsieh, CEO
  6. 6. The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
  7. 7. The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
  8. 8. I’m a customer and I’m 74% satisfied Agreement (Marked from 6–10) I work with customers and I think 83% of them are satisfied 9-point gap The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
  9. 9.  EMPLOYEE perceptions of their company CUSTOMER perceptions of front- line employees They are competent We are working to resolve customer issues They are not capable enough of bending rules to satisfy their customers Employee satisfaction is not considered as important as customer satisfaction The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
  10. 10. • •
  11. 11. 1. Preparatory interviews and meetings to help understand your environment 2. Three customised questions of your choice that can be added to the customer and employee questionnaires 3. Management of the two surveys online 4. Online publishing of your report and customised PowerPoint version 5. Benchmarked with the annual online study (combining results from nine major industries) 6. Multi-perspective strategy seminar with your company’s top management
  12. 12. Claire BONNIOL Managing Director UK claire.bonniol@academieduservice.co.uk Alexis GRABAR Founding Partner alexis.grabar@academieduservice.co.uk

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