beyond customer service
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TRANSCRIPT
Beyond Customer Service
Ohio River Valley Region Conference & Exhibition
May 17, 2007
Ron Pickett
Objectives Review the trends in marketing and
customer service Analyze the implications for laboratories Discuss the ethical implications Develop a plan for implementation
Define Customer Service What the Customer wants; When the Customer wants it; Provided in the way the Customer
expects.
Trends in Customer Service Current concept:
Who are our customers? What do we owe them? Where are we to avoid? What they don’t know . . . .
Building the Learning Organization
The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business
Environment
Appreciative Team Building : Positive Questions to Bring Out the Best of Your
Team
Don't Sabotage Your Success! Make
Office Politics Work
The Appreciative Inquiry Summit: A Practitioner's Guide for
Leading Large-Group Change
Strategy Maps: Converting
Intangible Assets into Tangible Outcomes
The Power of Alignment : How Great
Companies Stay Centered and Accomplish
Extraordinary Things
Oral B 8850 DLX Professional Care Oral
Ronald, Amazon.com has new recommendations
for you based on 30 items you purchased or told us you own.
Trends in Customer Service Emerging view
Minority Report British Airways Amazon Avis
Other examples
Question?
What trends do you see from these examples?
Trends Event or situation related Anticipate needs Highly personalized
Laboratory Environment Customers Stakeholders Responsibility Positioning Emerging Capability
“One third of the cost of health care goes for laboratory tests.” Dean, UC Berkley School of Engineering
How can we exceed these expectations?
UPS Ebay - SKYPE How do we define ourselves? What’s standing in the way? Can we not change our
orientation?
Lessons from history The expanded role of Hospital
Pharmacies POCT Challenges and
Opportunities Follow the money!
Some Technology Issues What’s coming*, When, What will it mean to us?
(What’s here now!)
Customers - Stakeholders What are the ethical issues in tests that
have serious implications to your bottom line?
Can you Not recommend a test that is called for by the results of other tests?
What are the implications of OTC testing, mail-in testing, “super-blood panels”?
To whom are you ultimately responsible, legally responsible?
Organizational Change History How do you begin the process of
expanding the way in which Labs are viewed?
Who will be your advocate? Who will be your detractors? Who will you be threatening?
Themes Event related Anticipate need Personalized encounter
Report Out Technology Group Customer Stakeholders Group Organizational Change
Discussion
Bringing it Home What can you do now? What preparation can you do for
tomorrow? Who do you need to involve?
Summary Great Opportunity! Handle with care! Collaborate!