best buy made my mom cry - shareworthy service - hospitality knight

MOM CRY

MADE MY

a guide to Shareworthy Customer Service

BEST BUY

TIM MILES

MOM CRY

MADE OURa guide to

Shareworthy Customer Service

BEST BUY

TIM MILES

BEST BUY

BEST BUY

POOP FACE TRISH

This IN SPITE OF the circulars we get every Sunday in the Southern Illinoisan...

Customers aren't disposable anymore; more than ever, you have to create sustainable customer relationships.”

“

Steve Yastrow

Why aren’t more customers doing

business with me?

Three Possible Answers For You

It’s because they don’t know about you.

It’s because they think they know about you, but don’t ... really.

It’s because they DO

know about you.

Couple of questions for you to think about:

What’s the value of a customer over a lifetime?

How much does it cost to acquire a new customer?

It’s far less expensive and much more profitable to keep current customers delighted.

But it seems like customers aren’t as easily satisfied...

What’s it going to take?

Shareworthy Service

Nordstrom’s

Orlando, FL

Apple

Question For You

Who provides that level of

delight in your city?

That’s an opportunity!

What is Shareworthy

Service?

A budgeted system of training and measuring and rewarding customer delight.

From a business owner’s perspective, it starts with your most important customers.

A culture of ownership.

Employees aren’t working any longer or particularly harder than they were before.

Why is it called Shareworthy?

Have you used?

The principal changes taking place are these:

The principal changes taking place are these:

1. Word of mouth has grown into the muscular beast, Interconnectivity, and it moves with lightning speed.

Technology’s re-writing the rules of commerce. Facebook, blogs, tweets and texts are ensuring that, whether good or bad, the word gets out.

2. We’re moving into an era of transparency in which it will become harder than ever to win new customers through P.R. and Advertising alone.

You’re going to have to begin delivering all that you promise in your marketing materials.

Claims of ‘biggest,’ and ‘best,’mean nothing when customers have friends who are telling them otherwise.

Today, it’s easier than ever to spread your message.

Do you have a message worth spreading?

The best way to trigger social media and word of mouth? Deliver an experience worth

talking about.

The Pit of Mediocrity

What is Shareworthy

Service?

Simplified

Professionalism

Kindness

14 Facets

Implementing Shareworthy

Serviceread chapter from book

From a business owner’s perspective, it starts with your most important customers.

A culture of ownership.

Initial Meeting“What should your rewards be?”

Change is scary.

“What must not be changed?”

Mindfulness Diaries

Map The Customer

Experience

Touchpoints

Tune The Customer

Experience

The 14 Facets

Brand Diamond

Develop a series of internal contests & promotions

A budgeted system of training and measuring and rewarding customer delight.

From a business owner’s perspective, it starts with your most important customers.

One mantra. One phrase. One key question.

“As owners, if you (our employees) are our only customers, what must we do to provide shareworthy service to you?”

Summary

1. Hire based on your

values.

2. Communicate where

you’re going.

3. Provide shareworthy

service to your employees.

4. Replace people who don’t participate or who try and game

the system.

5. Measure your

success and review and celebrate your

progress.

Measuring Shareworthy

Serviceread chapter from book

The World’s Shortest Survey

Net Promoter Score

Never forget your most important customers.

Rosabeth Moss Kanter, HBR, 10/23/13

[Employee] Loyalty comes from the daily work itself, a sense of community accepting of individuality, and constant reminders that what employees do matters… money is a distant fourth.”

Three M’s

MASTERY Help People Develop Skills

MEMBERSHIP Create Community

MEANING Reinforce Larger Purpose

You want a sustainable shareworthy

service program?

They have to own it.

“I have an idea!”

Ideas get thank yous.

Plans get rewards.

Link to website

Further Study

Creating Magic

The Dream Manager

Delivering Happiness

Customers for Life

Good Company