Main Day Three

Based on his experience as an insider at famed Southwest Airlines and consultant to dozens of other Fortune 500 companies, Jason Young offers a dramatically different approach to creating and sustaining a high performance customer service culture that will engage employees, delight customers and impact the bottom line As competition continues to heat up for goods and services, most companies today struggle to value, define and implement a focused, customer service approach – one that places a systemwide preeminence on the customer experience. Culturetopia is a revolutionary approach that will help companies create a team environment that delivers consistent world-class service that attracts, builds and maintains customer loyalty. Culturetopia happens when all employees are aligned with the mission and vision of the company, are clear on expectations and go to work every day committed to providing exceptional service. In this presentation, Jason provides practical, easy to implement guidance on the real meaning of “customer-defined” service experience and how it can become a longterm competitive advantage.

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• Proactively looking for signs of burnout: dropoff in communication, falling behind in paperwork, inappropriate responses, etc
• Analyzing employee’s historical performance and potential to determine if he is worth salvaging
• Letting unsalvageable, troubled employees move on while creating action plans for those technicians you want to keep

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Lunch For All Attendees

• Providing real-time, country-specific data to traveling technicians
• Connecting with the State Department and individual consulates to let them know you have employees in the region
• Giving cultural-specific training as needed

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• Taking advantage of the fact that you have a company representative in front of your customer
• Ensuring technician doesn’t waste the opportunity by keeping his head in machine the whole time
• Looking left and right – does customer need work on something else? Is customer using all available functionality?

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• Recognizing that the best service is one the customer doesn’t even know exists
• Using IoT to anticipate everything, preventing failure and downtime
• Moving toward goal of completely avoiding onsite customer visits

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• Formalizing a process to retain skilled employees
• Creating stickiness by implementing programs that make employees more likely to stay
• Engaging employees by giving them a quality team to work with and fostering pride in your brand

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• Ensuring the metrics that you highlight to customers drive loyalty
• Focusing on qualitative versus quantitative so you can provide a value report
• Moving towards a service agreement with a promise of avoided cost

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Many researchers and practitioners will offer general training in business model design, but this leading –edge workshop is the first specialised offering for the design and roll-out of advanced services. It is based on extensive first class research and testing of the methodologies for innovating value propositions and associated business models for the adoption of advanced services in manufacturing or services companies.

Participants will leave the workshop with an understanding of the leading research on business model design for advanced services, and a completed framework setting out an advanced service offering and the business model features required to deliver it.

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