People: a Key differentiator

Question 1

What is philosophy 1?

Answer 1

Great customer experiences are a source of long-term competitive advantage

It continually grows a loyal consumer base which results in continual growth in revenue. This revenue can then be reinvested into building greater experiences, which will gather even more customers and market share. This process will continue so long as the company will invest in customer experiences. The end result is an ever-increasing dominant market position- which gives the company’s competitive edge.

Question 2

What is philosophy 4?

Answer 2

Great customer experiences are built from inspirational leadership, empowerment culture, and empathetic people who are happy and fulfilled.

Leadership sets the standard for behaviour - up to them to inspire through their words and actions

Empowerment: Employees should be able to make and be involved in decisions that benefit the customer

Empathetic and fulfilled- workers with ei, and whose employment needs- (motivation, training and development) are fulfilled so they can be happy.

Happy workers= Happy customers

Question 3

What is emotional inteligence?

Answer 3

The capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships

Question 4

What are the 5 aspects of emotional intelligence?

Answer 4

1. Knowing one’s emotions- Self-awareness
2. Managing emotions- Self regulation
3. Recognizing emotions in others- empathy
4. Motivating oneself- Motivation
5. Handlign relationship- Social skills

Question 5

Two areas of motivation

Answer 5

Natural enthusiasm

Motivation to actively use emotional intelligence

Question 6

What competencies do you need to look for in emotional intelligence?

Answer 6

Interpersonal relationships, independence, stress tolerance, flexibility, and problem-solving

Question 7

What are the three steps of getting the right people based on Dr. Reuven

Answer 7

1. Hire for competencies- Interpersonal relationships, independence, stress, tolerance, flexibility, and problem solving
2. Provide training to enhance these competencies as well as developing more skills that are needed for customer satisfaction and loyalty

3.Use EI model: self-awareness, empathy, assertiveness, problem-solving, happiness

Question 8

What is philosophy 7?

Answer 8

Great customer experience is the embodiement of the brand.

Whatever your brand values and practices internally will be transmitted to the customer experience.

Question 9

Explain the Customer Experience Competencies TM

Answer 9

Brand Values

Decide planned emotional elements

Develop a customer experience statement

Derive customer experience competencies

Competetncy audit of existing people

Selection and recruitment against customer experience competencies

Coaching
Ongoing Training

We establish what we belive in and how we want to make the customer feel. Then we find competencies that our workers will need to bring out these emotions. So we audit existing people to see if they have it, and recruit and select those that have it and coach and train

Question 10

What is philosophy 3?

Answer 10

Great customer experiences are differentiated by stimulating planned emotions

Defining what you want your customers to feel, will guide you in what to do to ensure they leave with that feeling

So you use moment mapping as well to break down your strategy

Question 11

What is philosophy 6?

Answer 11

Great customer experiences can generate revenue and significantly reduce costs

Great customer experiences build loyalty and thus customer lifetime value

It saves on litigation and complaints and lost business. It is said that the cost of losing a customer is 5 times more than the cost of keeping one. Hence great customer experiences play an important role in cost savings