six steps customer service to improving. >ceo celtis ventures >full-service venture marketing...

Six Steps

Customer Serviceto Improving

> CEO Celtis Ventures> Full-service venture marketing firm> Marketing, Advertising, Branding – A to Z> Twenty + years marketing transit> Los Angeles, Dallas and Denver

Matt Raymond

> Expectation> Transactional> Experience> Relationship> Reflects brand

Customer Service

> Poor reputation> Low customer satisfaction> Constant media target> No consumer brand> Seven-minute telephone wait times

Los Angeles: 2002

> Approach from customer’s viewpoint> Talk with people on the front line> Research and look at trends> Track everything possible> Capitalize on strengths> Address weaknesses

Evaluate

> Customer satisfaction> Public Perception> Service quality> Market growth

Vision

> Throughout organization> Critical at front line> Customer contact points> Meet expectations> Deliver on promises

Commit

> Great people> Motivated> Dedicated> High morale> Enjoy other people

People

> Ergonomics> Equipment> Vehicles and facilities> Information systems> Support systems> Mobile

Technology

Technology

Technology

> Welcome environment> For employees> For customers> Friendly> Delivers on brand

Environment

Environment

Environment

Environment

Environment

Environment

> Good reputation> High customer satisfaction> Positive media presence > Exceptional Metro brand> Below two-minute telephone wait times

Los Angeles: 2013

Evaluate from a customer’s perspective Create a vision of service Commit to the customer Position your people to do great things Identify and implement the right technology Build a service environment inside and out

Six Steps

Evaluate

People

Vision

Technology

Commit

Environment

Repeat

> Matt Raymond> Celtis Ventures, LLC> CeltisVentures.com> Matt@CeltisVentures.com> (213) 379-1134

Thanks