experience creation intro

BY NONKWAN HONGTHONG

© 2013 Talent Development by Nonkwan Hongthong. All rights reserved.

http://www.thetalentdevelopment.com/

Employee-to-Customer Experience Creation

“Engaging your team for the ultimate business results”

Presents

THE TALENT DEVELOPMENT

© 2013 Talent Development by Nonkwan Hongthong. All rights reserved. 2http://www.thetalentdevelopment.com/

An employee-to-customer “Experience Creation” will be extremely

advantageous to your business when you are…

..the business that looks for fast

growth via national and global

expansion

..the business that requires people to

physically interface with customers

in order to represent services and

products to the end-customers on

daily basis

..the business that realizes its brand

and product image is very

important to protect and enrich

..the business that plans to increase

its value with stronger brand equity

and organization for sustainable

competitive advantage


The lowest-ranking employees in a business can lose more customers than

can be gained by the highest-ranking employees.

In the average business, for every customer who bothers to complain, there are

26 other who remain silent.

An average unhappy customer will tell 8 to 16 people (about 10 percent will tell

more then 20 people).

91 percent of unhappy customers will never purchase goods or services from

you again.

If you make an effort to remedy customer's complaints, 82 to 95 percent of

them will stay with you.

It costs about 5 times as much to attract a new customer as it does to keep an

existing one.

Hard Facts:

Source of info: scoremichigansgreatsouthwest.org

DID YOU KNOW?


Top global companies are committed in enriching its corporate culture for

global business expansion.

Are you hungry?


McDonald’s “three-legged stool” approach

“Fundamental in building the McDonald’s brand to exceed customer expectations,

the company is dedicated to engaging and retaining a talented workforce.”

Combined with the foundation the company is built on — its dedication to its employees —

McDonald’s prides itself on its culture of trust and collaboration and employs the “three-

legged stool” approach: each leg representing the company, franchisees and supplier

partners. By investing in the future of its people, the company profits from a motivated,

energized and happy workforce.

McDonald’s leadership team and owners and operators started when they were in high

school, at the front counter or at the drive-thru. McDonald’s employees grew through their

careers so they could be successful people within the business or owners of a number of

restaurants.

Source of info: Financial Post




Do you recognize this symbol?




“How do they develop the world’s most engaged, loyal and customer-centric employees,

year after year?”

“Today, Walt Disney is the largest media conglomerate in the world, where successful managers sell

their employees on a vision of the future.”

Walt Disney has become the biggest name in entertainment and tourism around the globe!

currently features 11 theme parks, 2 water parks, a global cruise line, and also offers guided

tours throughout various parts of the world.

Source of info: Forbes, Disney University

Culture is Much More Than Pixie Dust

Disney corporate leadership created a corporate culture and an organizational DNA well.

Disney employees didn’t just go to the store, buy pixie dust and start throwing it around.

Their tireless devotion to perpetuate Walt Disney’s dream, plus the game-changing

business concepts they created, helped build a resilient organizational culture that has

overcome tremendous challenges and is respected around the world.




Your people are representing your brands and products.

It is a vast financial impact to your business when the people who work for you are not fitted to your

corporate culture:

Situations Cost to the business

Employees are doing their job with low or zero

engagement

- Having low confidence at work

- Unfriendly to the customers

- Not caring about product quality control

- Arrive at work late or frequently absent

- Having conflicts with colleagues

Immediate impacts:

- Customer dissatisfaction

- Operational risks

- Lack of cooperation and collaborations in the business unit

Long-term impacts:

- Damage to product/brand reputation

- Losing trust from all stakeholders: employees, investors, business partners,

and customers

High Employee Turnover

- Your employees stay no longer than 6 months after they

have been trained and become fluent with the operational

process.

- Recruitment cost: Hiring, On-boarding, Training, Paperwork processing,

Manager time

- Exit cost: Paperwork processing, Manager time

- Loss of Expertise: Low productivity, Juggling Workload and bottle-necked

process due to staffing shortage, Customer dissatisfaction

- Opportunity cost (e.g. instead of wasting time and money engaging

wrong people, the business can invest those money in marketing or else)

Forbes says to replace an employee could cost you approx.1.5 times annual salary. US businesses lose approximately $11 billion annually due

to employee turnover, according to the Bureau of National Affairs. Employee engagement is important because “engaged employees” are more

committed and productive.

© 2013 Talent Development by Nonkwan Hongthong. All rights reserved.http://www.thetalentdevelopment.com/

Our “Four” strategic talent development approaches are based on

global best practices and our understanding in your business.

THREE:

Core soft skills & mindsets

building programs

Vision:

At every retail stores of your company around the world, your employees are committed to delivering

“the brand experience” to your customers.

FOUR:

Effective engagement

platform

Our service:

Define effective hiring process

and criteria to select right-fit

people to work for your stores

TWO:

Right-fit talent selection

Our service:

Structure essential training

programs that are geared to

help employees succeed in

their roles of delivering the

quality service to the customers

Our service:

Design a two-way street

communication to boost up

“CARE” organizations to create

a happy team that makes

customers happy

ONE: Your corporate culture will been defined by organization’s vision, mission, and values rather than a culture that occurs by default.


*30 weeks completion is under certain project assumptions, which will be given in the technical proposal.

Within 30* weeks,

your organization

will be equipped with

a complete set of

12 customized and

ready-to-use tools

to create a talented

workforce for every

retail stores globally.

Define Corporate

Culture

Review vision/mission/values &

Commitment survey via focus group Identify core behavioural sets

Competency survey with managers and

selected employees and Define

competency sets on organizational skill

level

Examine the as-is

process of recruitment

and selection

Review as-is Job

Description (JD)

Corporate culture guidebook

People selection

effectiveness health

check report

Best-fit selection

process flowchart

Structure screening process

Candidate scoring

sheet

Design scoring sheet for

culture-fit screening

Competency profiles for

store employees

Corporate culture health check report

Design the measurement methodologies

to gauge the training effectiveness

Identify the right-fit onboarding cultural

immersion programs for new employees

Translate competency sets into learning and development

program structure and course outline required for all employees

and each job group

Orientation program

guidebook for HR

and Managers

Training effectiveness

measurement

templates

Best-fit training structure

and training plan matrix

for store employees

Design 1-year communication roadmap

for the new corporate culture

Measure the effectiveness of as-is communication platform at your

organization, identify SWOT, and provide recommendations for

improvements

Define best-fit

communication methods and

messages

Effective

communication

health check

report

Internal

communication

guidebook for HR

and Managers

1-year internal

communication roadmap

to embed the new

corporate culture

11© 2013 Talent Development by Nonkwan Hongthong. All rights reserved.http://www.thetalentdevelopment.com/

Project Director Profile

NONKWAN HONGTHONG

Relevant Experience

Relevant Skills

▪ Nonkwan specializes in branding,

communication, change, and training in

the field of Talent and Organization

Development. She has over ten years of

experience working with global firms (e.g.

BMW Group, Accenture’s clients),

designing employee engagement

programs that create effective transition

and mobilization of human capital within

firms.

Nonkwan was a Management Consultant at Accenture, leading change communication for second largest Malaysian

commercial banking System Implementation - change readiness assessment, stakeholder management, external

communication impact assessment, crisis communication management. She was also leading the curriculum design

and training executions for one of Accenture’s corporate citizenship initiative, Skills to Succeed, focuses on advancing

employment and entrepreneurship opportunities in both mature and emerging markets.

While at BMW Leasing (Thailand), Nonkwan managed organization’s internal communication manager, leading

several employee engagement programs and promoting the organization brand as regional best practice and global

communication hub.

With her latest role as the lead of Human Capital Consulting in a boutique consulting firm in Thailand – Compass

Institute, Nonkwan designed HR strategic frameworks and customized training programs and delivers the classroom

training for many corporate clients in various industries. Her strengths lie in Talent Management, Change Management,

Innovation Management, and Customer Centricity.

Industry

Retail

Automotive

Financial Services

Energy

Game and Entertainment

Functional

Employee branding

Employee engagement

Effective Communication management

Change management

Project management

Training and Coaching

Contact:

Chicago, USA

+1 (773) 574 4042

Bangkok, Thailand

+66 (84) 364 8923

Email: [email protected]

Education:


We would like to invite you to explore more of our methodologies

and expected outputs and how can we help you with

our customized solutions.

Please contact us at [email protected]

mailto:[email protected]

experience creation intro

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