value your customer - Α shift from a 'me' point of view to a 'you' point of...
DESCRIPTION
My short workshop @ Infocom Apps - Feb. 2014 ''Value your customer - Α shift from a 'me' point of view to a 'you' point of view.''TRANSCRIPT
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Value Your Customer
A shift from a ‘me’ point of view to a ‘you’ point of view
Niki Anandi Koulouri
Short workshop @ Infocom Apps – 10th Feb. 2014
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Niki Anandi Koulouri
² HR Consultant, Life and Business Coach, Learning Facilitator, Public Speaker
² www.nikikoulouri.com
² www.4peoplemaJers.com
² www.ole.com.gr
² Skype: niki.koulouri
² LinkedIn: hJp://gr.linkedin.com/in/nikikoulouri
² Facebook: hJp://facebook.com/niki.koulouri
² TwiJer: hJps://twiJer.com/nikikoulouri
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Ποιός είναι ο σκοπός µιας επιχείρησης;
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Ο σκοπός µιας επιχείρησης
‘The purpose of business is to create a customer’
Peter Drucker
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Ο πελάτης σήμερα
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Συχνάζει στο διαδίκτυο
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Οργανώνεται σε κοινότητες
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Αναζητά προιόντα/υπηρεσίες στο διαδίκτυο
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Ψάχνει μέχρι και ταξί ...
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Συζητά για εμάς με ή χωρίς εμάς ...
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Συζητά για εμάς με ή χωρίς εμάς ...
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Συζητά για εμάς με ή χωρίς εμάς ...
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Συζητά για εμάς με ή χωρίς εμάς ...
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Συζητά για εμάς με ή χωρίς εμάς ...
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‘A happy customer …’
‘A happy customer tells a few people, but an unhappy customer tells …everyone.
Thanks to Twi?er, Facebook, YouTube, Yelp, blogs, Foursquare and a myriad of other social networks, customers now possess the ability to share their experiences and affect the impressions and ulGmately decisions of an unprecedented number of peers each and every day.’
Brian Solis
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Ποιός έχει τον έλεγχο;
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Το ανταγωνιστικό μας πλεονέκτημα
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Η δυνατή σχέση μας
με την κοινότητα των πελατών μας
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Πως χτίζουμε σχέση με τον πελάτη
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Τι αγοράζουν οι πελάτες
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Ανάγκες -‐ Προσδοκίες
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Οι άνθρωποι επιθυμούν
’
• Να τους ακούµε
• Να τους καταλαβαίνουµε
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The end of business as usual
Stop selling and start serving!’
‘EffecUve engagement is inspired by the empathy that develops simply by being
human’.
Brian Solis
Principal Analyst at AlUmeter Group,
Author of ‘Engage!’ -‐ ‘The end of business as usual’
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Πόσο νοιάζεστε για τον πελάτη;
‘Οι άνθρωποι δεν νοιάζονται για το
πόσα γνωρίζετε,
μέχρι να γνωρίσουν πόσο νοιάζεστε για
αυτούς.’
Catherine DeVrye
‘Ζεστό τσάι με μέλι και λεμόνι’
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Εστιάζουν στον πελάτη
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Εστιάζουν στον πελάτη
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Βήματα στην πράξη
From
a ‘me’ point of view
to
a ‘you’ point of you
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Τι πιστεύω για την εργασία μου και τη σχέση μου με τον πελάτη
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Είμαστε – Πράττουμε -‐ Έχουμε
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1.
Αξιοποιείστε τα Κοινωνικά Μέσα Δικτύωσης σε όλα τα επίπεδα της επιχείρησης
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2.
Αναδείξτε την ανθρώπινη πλευρά σας
Συνδεθείτε με το κοινό σας
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3.
Καθορίστε τους κανόνες για το πως θα ανταποκρίνεστε στα θέματα πελατών μέσα από τα Κοινωνικά Μέσα Δικτύωσης
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4.
Ανταποκριθείτε στα αιτήματα των πελατών σας
Να είστε proacUve!
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5.
Δώστε λύσεις
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6.
Συνεργαστείτε με τις άλλες ομάδες της εταιρίας για γρήγορα και άμεσα αποτελέσματα
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7.
Δημιουργείστε περιεχόμενο – Εκπαιδεύστε το κοινό σας
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8.
Μάθετε από τις αντιδράσεις του κοινού σας
Κάντε διορθωτικές κινήσεις, αν χρειάζεται
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9.
Δεσμευτείτε στην απόφασή σας για Ποιοτική Εξυπηρέτηση Πελάτη
Δράστε με γνώμονα αυτή σας την δέσμευση!
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Δημιουργείστε οπαδούς όχι απλά πελάτες
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Ο καλύτερος τρόπος να προβλέψουμε το μέλλον είναι να το
δημιουργήσουμε...
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‘Οι αναλφάβητοι του 21ου αιώνα, δεν θα είναι αυτοί που δεν µπορούν να διαβάσουν και να γράψουν, αλλά αυτοί που δεν µπορούν να µάθουν, να ξε-µάθουν και να ξαναµάθουν’.
Alvin Toffler
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‘Η μάθηση ορίζεται ως αλλαγή συμπεριφοράς. Μέχρι να αναλάβετε δράση και να
χρησιμοποιείται τη γνώση δεν έχετε μάθει τίποτα.’
Don Schula & Ken Blanchard
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Kανένα παιδί δεν µαθαίνει ποδήλατο σε σεµινάριο’
David Sandler
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Niki Anandi Koulouri HR Consultant, Life and Business Coach, Learning Facilitator, Public Speaker
LinkedIn: hJp://gr.linkedin.com/in/nikikoulouri
² www.nikikoulouri.com
² www.4peoplemaJers.com