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TRANSCRIPT
June 2013
1
Innovative Service
Chip BellStrategies forExpanding the Possibilities
What Does “Take Their Breath Away” Feel Like?
June 2013
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What Does “Take Their Breath Away” Feel Like?
Select one card and remember it!
June 2013
3
I will now magically remove
the card you selected.
How Did I do?
June 2013
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How about Innovative service?
Because Customers Have Changed
MORE CHOICES
GREAT SERVICEMORE SMARTS
Why is Innovative Service Important?
June 2013
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Why is Innovative Service Important Today?
PICKY FICKLE
VOCAL
WIRED
Because Your Customers Are:
Quack!
...and Bored!
June 2013
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What is the Goal of Innovative Service?
To meet a specific customer need...
In a unique manner, style or approach...
That creates a “take their breath away” feeling, and
A story customers are eager to tell.
What are the Features of Innovative Service?
Replicatable
Simple Appropriate
Unexpected
June 2013
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Strategies of Innovative Service
TotalSenses
Mentoring Monogram
Effortless
Upper Class
Surprise
The Surprise Strategy is About Magic
June 2013
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The Surprise Strategy is About Magic
Surprise Strategy in Action
June 2013
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Surprise Strategy in Action
The Total Sense Strategy is
Stimulation²
June 2013
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Sense Strategy in Action
Sense Strategy in ActionHarry’s Marathon, Saline WI
June 2013
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Westin’s White Tea Adventure
The Mentoring Strategyis Customer Learning
June 2013
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The Mentoring Strategy in Action
© 2009 Convergys Corporation. All rights reserved.
Hardwiring Wisdom into the Experience
June 2013
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The Power of a Mentor Strategy
The Easy Button Strategyis Effortless Service
Minutes of wait
0
Angry
Annoyed
Satisfied
5 10 15 20 25
June 2013
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How Ease of Service Impacts Customer Retention
58% 94%
17% 66%
LOW HIGHEASE OF DOING BUSINESS
FR
IEN
DLY
& S
MA
RT
LO
W
HIG
H
The Purpling Strategy is Upping The Class
June 2013
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Purpling Strategy in Action
What Business is This Lobby?
June 2013
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Four SeasonsAustin, Texas
The Monogrammed Strategy is Personalized²
Monogrammed in Action
June 2013
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Monogrammed Service Requires Customer Insight
Monogrammed Requires a Culture of Scouts
June 2013
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Strategies of Innovative Service
TotalSenses
Mentoring Monogram
Effortless
Upper Class
Surprise
Innovative Service Takes Courage
June 2013
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Innovative Service Takes Empowerment
Your Mind is a Pattern Maker
Aoccdrnig to rscheearch, it deosn't mttaerin what oredr the ltteers in a wrod are,olny taht the frist and lsat ltteres are at therghit pcleas. The rset can be a toatl msesand you can sitll raed it. Tihs is bcuseaewe do not raed ervey lteter by ilstef, butthe wrod as a patern.
June 2013
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Count Every Square You See
1X1 = 16
2X2 = 9
3X3 = 4
4X4 = 1
The word “square”at the top
Closing Thought
“Life is not measured by the number of breaths we take, but by the number of moments that take our breath away.”
--George Carlin
So, go take your customer’s breath away!
June 2013
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Innovative Service
Chip BellStrategies forExpanding the Possibilities