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Page 1: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful
Page 2: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Creating a Customer Connection Culture

• Identify how building good relationships with your customers and promoting a positive, helpful and friendly environment will ensure a great impression.

• Identify results though an improvement lifecycle verified through measurable outcomes.

• Describe initiative driven outcomes that is chartered, funded, and subordinate to a broader plan.

• Defining customer difficulties and extending solutions beyond expectations.

Learning Outcomes

Page 3: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Creating A Customer Connection Culture

Presenter:

Polly Pinney Executive Director of Facilities Management Arizona State University (Retired)APPA Past President

Page 4: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Customer Satisfaction Is…

When the Customer is satisfied with theservice and it meets his/her needs, wantsand expectations.

Page 5: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

99.9% Isn’t Good Enough Unsafe landings at O’Hare every

day---2 Lost pieces of mail/hour-----

16,000 Incorrect Rx each year-----20,000 Wrong surgical procedures

performed each week-----500 Checks deducted from the wrong

accounts every hour-----22,000

Page 6: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

A Few Philosophical Perspectives to Consider …

Page 7: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

L.L. BEAN The most important person to

us, whether in person, by phone or email

Not dependent on us, but us on them!

Not an interruption of our work, but our purpose for doing it

Human like us with feelings, emotions and biases

Not someone to argue or match wits with

Page 8: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

“Willie’s Way – 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty” by Phillip Van Hooser

Acknowledge your customers immediately

Redefine your routine activities Give your customers your undivided

attention Listen, think, use common sense Bend the rules sometimes Make the last few seconds last

Page 9: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Three Things Customers Really WantResultsThrillsEgo

From: Seth’s Blog

Page 10: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Viking Way (STAR) S - smile and make an amazing

connection. T - take care of yourself and

each other and (our institutional communities) our ship.

A - act to create great memories.

R - respond, recover, and make it right.

Page 11: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Nurture Service Leadership

Leader as ServantProviding focusProviding hopeModelingRepeating

Servant Leadership: A Journey into the Nature ofLegitimate Power & G t b R b t

Page 12: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

“You mean the Jerk in Accounting is MY Customer?”

External or Internal Customer?Where does my work go?Who is my work important to?

Ripple Effect

Page 13: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

“You didn’t think this a class in H.R., but…”

Hire Retain Train Train Some More Measure and Reward Team &

Individual Performance

Page 14: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

How Do We Know It Is Working?

Page 15: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

How Does My Customer Evaluate My Services? Waiting Time, Delivery Time,

Process Time Hygiene, Safety, Reliability Responsiveness, Accessibility,

Courtesy Competence, Dependability,

Accuracy, Completeness, Credibility

Effective Communication

Page 16: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Do Your Employees Take Responsibility For:

Communication? Performance? Recovery? Customer Satisfaction?

Page 17: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Mechanisms To Get Feedback“No News Is Terrible News” Semester Visits Focus Groups Surveys Door Hangers Blog Mystery Shopping Customer Advisory Panels Semester Visits

Page 18: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

The construction process starts at home!

Page 19: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Time For Homework!

Page 20: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Implement Through Structure for Continuous Improvement

Forms of formalized service quality focus: Service Quality Steering Team Service Quality Support

Department Service Quality Project Teams Service Delivery Teams vs. Functional Organizational

Alignments

Page 21: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Service Strategy

Using Best Practices & Other Tools To Determine:Service Mission - Raison d'êtreService Standards

Must Create Value forCustomers

Page 22: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Service StrategyService Quality Emphasis with Processes that WorkReliableEasy for employees to useAccurateFastTransparentIntegratedEasy for customers to use

Map and re-engineer processes that do not reinforce service strategy.

Page 23: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Your System/Processes

Identified? Analyzed? Efficient? Cost Effective? Measured? Outdated? Continuous Review?

Page 24: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

In the end the creation of a Customer Connection Culture requires leadership and empowerment. It is a holistic approach to viewingour place. I challenge each of you to go home and create that change!

Page 25: Creating a Customer Connection Culture · Creating a Customer Connection Culture • Identify how building good relationships with your customers and promoting a positive, helpful

Creating a Customer Connection Culture

• Identify how building good relationships with your customers and promoting a positive, helpful and friendly environment will ensure a great impression.

• Identify results though an improvement lifecycle verified through measurable outcomes.

• Describe initiative driven outcomes that is chartered, funded, and subordinate to a broader plan.

• Defining customer difficulties and extending solutions beyond expectations.

Learning Outcomes


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