5 posts tagged “customer management”
What I read?
Starbucks have started a web site to collect suggestions from customers.
Where did I read it from?
Hey, Starbucks, how about coffee cubes?
Jeff Jarvis
BusinessWeek 15 Apr 2008
What sense did I make out of it?
Companies are experimenting to connect closer to customers. They are beginning to understand that customers can help them to innovate.
Ritz-Carlton service values
1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the key success factors and creating the Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve the Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
Source:
Ritz-Carlton Gold Standards
Who started the first frequent flyer membership?
American Airlines
When did they start it?
1981
What is the name of the frequent flyer membership?
1. Make eye contact and smile!
Start and end every guest contact and communication with direct eye contact and a sincere smile.
2. Greet and welcome each and every guest
Extend the appropriate greeting to every guest with whom you come into contact.
“Good morning / afternoon / evening”
“Welcome!” / “Have a good day.”
“May I help you?”
Make guests feel welcome by providing a special differentiated greeting in each area.
3. Seek out guest contact
It is the responsibility of every cast member to seek out guests who need help or assistance.
Listen to guests’ needs
Answer questions
Offer assistance ( For example: Taking family photographs )
4. Provide immediate service recovery
It is the responsibility of all cast members to attempt, to the best of their abilities, to immediately resolve a guest service failure before it becomes a guest service problem.
Always find the answer for the guest and / or find another cast member who can help the guest.
5. Display appropriate body language at all times
It is the responsibility of every cast member to display approachable body language when on stage.
Attentive appearance
Good posture
Appropriate facial expression
6. Preserve the “magical” guest experience
Always focus on the positive, rather than the rules and regulations.
Talking about personal or job-related problems in front of our guests is unacceptable.
7. Thank each and every guest
Extend every guest a sincere thank-you at the conclusion of every transaction.
Extend every guest a thank-you or similar expression of appreciation as he / she leaves your area.
Source:
Be our guest
Disney Institute
Page 86
Disney Editions
ISBN: 0-7868-5394-8
I view my portable hard disk as an art gallery, my documents as pieces of art and myself as the curator and guide.
Let me take you through my gallery. The first piece of art we are looking at is Customer Knowledge. It was the page 33 in the Aspect 2000 annual report. Design in 2001 by Cahan & Associates.
This piece of art is interesting as I see it as a good way to introduce customers to companies’ staff. The company is Aspect and the customer is Saks. The art includes:
A person ( maybe she is a staff of Saks )
What Aspect offers Saks?
What value Saks gain?
What does Saks do?
Let’s move along this way to the second piece. The second piece we are looking at is Employee Talents. It was the page 9 in the Informatica 2000 annual report. Design in 2001 by Cahan & Associates.
This piece of art show us a way to understand employee have talents that we fail to see and capitalized on. Please replace the word most responsive supplier with your employee. The art includes a person and what he is also? He is also an Internet millionaire and medical school drop out.
