25 October 2010
24 October 2010
10 October 2010
07 October 2010
The city
I spent the day visiting several organisations, looking at 'service' from different angles.
First was Skydeck, then Australian Unity, then Crown Casino for lunch (pheasant) and finishing up at Foxtel looking at the Next Big Thing (Connect).
All up, an interesting day.
I thought, how is a visit to Skydeck teaching me about service? Never mind, had fun, great view.
Later, I realised it is all about the EXPERIENCE. Was it good? Seamless? Would I go back? Recommend it?
Ditto lunch at Crown.
So the lessons for the day:
SAVE THE CUSTOMER
Great for a commercial organisation with members or subscribers they don't want to lose. How do we apply it? How do we even measure it? Thinking thinking.
SIMPLE PAPERWORK
Foxtel's messy current bill -v- the new (draft) version
So why do our letters have to be, um, letters? Why not break up the page into the messages we want to get across. The BIG MESSAGE gets the big orange block. For the details, see the grey box on page 2.
LEADERS ARE TRAINERS
Got a message for staff? Teach the supervisor and get the spvr to deliver it. Then you know the spvrs get it and can deliver it. An old old message. Goes back to old research showing that whatever your boss delivers to you, sinks in best. The army gets it bigtime. You get one hook, and you start training others, and getting train-the-trainer stuff. So why is the army in the vanguard? They're not - they're ancient, and that's how it always was. The only one to teach stuff was the leader, and he actually knew it better than anyone else. So, back to the future.
THE EXPERIENCE
Does our customer / client / subscriber / member / visitor enjoy the visit, real or virtual, to us?
Do they feel supported? Sought after? Welcome back next time?
Thinking outside the box for a moment, how can we create a situation where we have to work to SAVE THE CUSTOMER? By giving her the option to get lost, to choose another provider...
So the off-the-cuff model becomes-
-employer pays premium to our outsourced premium collector,
-worker lodges claim on agent of her choice
-worker has option (1 pa) to move to another agent.
Enjoy the view.
First was Skydeck, then Australian Unity, then Crown Casino for lunch (pheasant) and finishing up at Foxtel looking at the Next Big Thing (Connect).
All up, an interesting day.
I thought, how is a visit to Skydeck teaching me about service? Never mind, had fun, great view.
Later, I realised it is all about the EXPERIENCE. Was it good? Seamless? Would I go back? Recommend it?
Ditto lunch at Crown.
So the lessons for the day:
SAVE THE CUSTOMER
Great for a commercial organisation with members or subscribers they don't want to lose. How do we apply it? How do we even measure it? Thinking thinking.
SIMPLE PAPERWORK
Foxtel's messy current bill -v- the new (draft) version
So why do our letters have to be, um, letters? Why not break up the page into the messages we want to get across. The BIG MESSAGE gets the big orange block. For the details, see the grey box on page 2.
LEADERS ARE TRAINERS
Got a message for staff? Teach the supervisor and get the spvr to deliver it. Then you know the spvrs get it and can deliver it. An old old message. Goes back to old research showing that whatever your boss delivers to you, sinks in best. The army gets it bigtime. You get one hook, and you start training others, and getting train-the-trainer stuff. So why is the army in the vanguard? They're not - they're ancient, and that's how it always was. The only one to teach stuff was the leader, and he actually knew it better than anyone else. So, back to the future.
THE EXPERIENCE
Does our customer / client / subscriber / member / visitor enjoy the visit, real or virtual, to us?
Do they feel supported? Sought after? Welcome back next time?
Thinking outside the box for a moment, how can we create a situation where we have to work to SAVE THE CUSTOMER? By giving her the option to get lost, to choose another provider...
So the off-the-cuff model becomes-
-employer pays premium to our outsourced premium collector,
-worker lodges claim on agent of her choice
-worker has option (1 pa) to move to another agent.
Enjoy the view.
05 October 2010
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