DATING Your Customer - Customer Service for OFSA
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Jim Feldman of Shift Happens gave this presentation to the Ontario Funeral Services Association OFSA in September 2011. DATING Your Customer or DATING Your Family was a talk targeted at the funeral industry to highlight customer service and innovation.
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DATING Your Customer - Customer Service for OFSA
- 1. D-A-T-I-N-G Your Customer James D. Feldman D-A-T-I-N-G Coach www.ShiftHappens.com
- 5. Become an environment where excellence is expected Not just celebrated
- 6. Voice of the families evolution 1980-90: cheaper, better product 2001-05: better product, nicer service 2006-11: faster, better buyer process
- 7. What am I selling? Take a moment
- 22. Acknowledge Embrace change & manage it…the best way you can
- 23. Accept Do not resist the idea of change or the implementation of change
- 24. Attitudes Attitudes are caught… not taught!
- 25. K N O W L E D G E 96% 11 14 15 23 12 5 4 7 5
- 26. H A R D W O R K 98% 8 1 18 4 23 15 18 11
- 27. A T T I T U D E 100% 1 20 20 9 20 21 4 5
- 28. Have the right attitude
- 29. B U L L S H I T 103% 2 21 12 12 19 8 9 20
- 30. Y O U R W I S D O M 162% 25 15 21 18 23 9 19 4 15 13
- 38. D-A-T- I -N-G I is for Innovation Understand most rules should be flexible
- 47. D-A-T-I- N -G N is for Nurture Treat your employees with the care and respect you’d like them to give to your families
- 68. Don’t follow paths, create trails
- 69. D-A-T-I-N-G Your Customer James D. Feldman D-A-T-I-N-G Coach
- 71. “ Of the 100 largest United States companies at the beginning of the 20th century, only 16 are identifiable today. Considering more recent history, of the companies in the Fortune 500 in 1970, one-third had ceased to exist by the early 1980s. And during the 1980s, a total of 230 companies 46 percent disappeared from the Fortune 500. Obviously, neither size nor reputation guarantees continued success or survival." - Strategy & Business Journal
Notes de l'éditeur
- 1980’s Predictable Experience • Product centric • Mass marketing • Supply driven • Quality movement CHEAPER, BETTER PRODUCT PREVAILS VOC Focus • Quality control • Problem identification • Cost efficiency1990’s Comfortable Experience • Customer focused • Segment marketing • Supply driven • CRM movement • Quality control • Problem resolution • Cost efficiency 2001-2005 Delightful Experience • Customer centric • Relationship marketing • Wants and needs driven • Customer insight movement • Features • Problem avoidance • Service efficiency BETTER PRODUCT, NICER SERVICE PREVAILS Today and Beyond Emotional Experience (Meaningful Memory) • Buyer centric • Community marketing • Lifestyle driven • Support Movement • Lifestyle choices • Buyer process choices • Delivery efficiency D•A•T•I•N•G YOUR Family 10/20/11 ©2003 James Feldman Associates, Inc.