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Customer Delight

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consumer is important from manufacturing point of view

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[object Object],Not Customer Satisfaction, but...
It Starts At The Top ,[object Object],[object Object],[object Object],[object Object],[object Object]
Adequate Is Not Acceptable ,[object Object],[object Object],[object Object],[object Object]
Where Are We Now? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Cont’d
The Truth About Customers ,[object Object],[object Object],[object Object],[object Object]
The Best ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Problem ,[object Object],[object Object]
[object Object]
Standing Out ,[object Object],[object Object],[object Object],[object Object]
Story Telling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Know Your Participants ,[object Object],[object Object],[object Object],[object Object]
“ Men and women don’t think the same way, don’t communicate the same way, don’t buy for the same reasons.” “He simply wants the transaction to take place. She’s interested in creating a relationship. Every place women go, they make connections.” Faith Popcorn
Opportunities For Customer Delight ,[object Object],[object Object],[object Object],[object Object]
Relationship Continuum First Interaction Entry into System Next Interaction Proactive or Reactive Customer Delight Moments Of Truth
Customers ,[object Object],[object Object],[object Object]
Why Should We Be Concerned? ,[object Object],[object Object]
Empowerment Environment ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Why Empowerment Fails
Notes On Empowerment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Notes On Empowerment
Actually ,[object Object],[object Object],[object Object],[object Object],[object Object]
Creating Customer Delight ,[object Object],[object Object],[object Object],[object Object]
I Will ,[object Object],[object Object]
Quick Quiz ,[object Object],[object Object],[object Object],[object Object],40 % 60 seconds 90 % 53 %
The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it Michelangelo

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Customer Delight

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  • 13. “ Men and women don’t think the same way, don’t communicate the same way, don’t buy for the same reasons.” “He simply wants the transaction to take place. She’s interested in creating a relationship. Every place women go, they make connections.” Faith Popcorn
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  • 15. Relationship Continuum First Interaction Entry into System Next Interaction Proactive or Reactive Customer Delight Moments Of Truth
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  • 26. The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it Michelangelo