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Keeping Promises

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David Harkins
David Harkins
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Keeping Promises How to set and meet your customer expectations NCDM Summer 2003 Quick Take Session – July 29, 2003 Dave Harkins VP, Strategic Services The Jackson Group
About today ,[object Object],[object Object]
What is a Customer Promise? ,[object Object],[object Object],[object Object]
Why customer promises are important ,[object Object],[object Object],[object Object],[object Object]
Key Characteristics ,[object Object],[object Object],[object Object]
Types of Promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Promise Examples
A few Institutional promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
And a few Interactive promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The problem with Customer Promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What do you Promise?
Can you deliver on your promises? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Building blocks for sound Promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Top 5 promises ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions? Dave Harkins VP, Strategic Services The Jackson Group 1-800-JACKSON x3374 dharkins@jacksongroup.com | www.jacksongroup.com This presentation will available for download from our website at: www.jacksongroup.com/presentations

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Keeping Promises

  • 1. Keeping Promises How to set and meet your customer expectations NCDM Summer 2003 Quick Take Session – July 29, 2003 Dave Harkins VP, Strategic Services The Jackson Group
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  • 11. What do you Promise?
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  • 15. Questions? Dave Harkins VP, Strategic Services The Jackson Group 1-800-JACKSON x3374 dharkins@jacksongroup.com | www.jacksongroup.com This presentation will available for download from our website at: www.jacksongroup.com/presentations