managing customer expectations steve lennon jillian hardie 12 july 2013
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Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013. Arup Advisory I Design I Engineering. What Do Customers Expect?. True Love?. True Love Empathy Responsiveness Commitment Communication Trust. Understand. Process. Exceed. Set. Manage. - PowerPoint PPT PresentationTRANSCRIPT
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Managing Customer Expectations
Steve LennonJillian Hardie
12 July 2013
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ArupAdvisory I Design I Engineering
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What Do Customers Expect?
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True Love?
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True Love
EmpathyResponsivenessCommitmentCommunicationTrust
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Set
Manage
Understand
Exceed
Process
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Live in their worldSet
Manage
Understand
Exceed
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Promise of Value(What vs. How Much)
Commitment to Values(Why & How)
Set
Manage
Understand
ExceedValue proposition
+
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Set
Manage
Understand
Exceed
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Maintenance
A balancing actSet
Manage
Understand
Exceed
Reactive
Preventative
Capital Investment
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Clear point of contact
Framework for prioritisation
Ongoing communication
Keeping score
Moments of truthSet
Manage
Understand
Exceed
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Set
Manage
Understand
Exceed
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Set
Manage
Understand
Exceed
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Trust equationSet
Manage
Understand
Exceed
𝑇=𝐶×I 𝑅
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Developed for Client InspectionsClear ProcessReports Generated InstantaneouslyUnderstandable, Highly Visual Product
Arup Inspect
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Clear ProcessSet TimesInstant FeedbackEarly Delivery (on quote and product)
Jim’s Skip Bins
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Holistic approach
People
Process Technology
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Thank you