1. Beyond Customer Service for LabManagers Presented By: Ron
Pickett
2. Liquid Handling Manual pipettes Electronic pipettes Pipette
tips Pipette calibration Automated pipetting Dispensers Combitips
Bottle-top dispensersCell Handling Fermentors/ CO2 incubators
Biological shakers Micromanipulators Microinjectors
Microcapillaries Electroporators Micro bioreactors fusion
chambersSample Handling N Centrifuges Ultra-low temp- Spectrometer,
E Mixers Vacuum concentrators PCR thermocyclers PCR and Tubes
erature freezer Photometer deepwell plates and cuvettes W !
3. Objectives Review the trends in marketing and customer
service Analyze the implications for laboratories What does a
laboratory have in common with a Customer Focused Organization?
Spot Quiz - ___ % of dissatisfied customers will not return.
4. Define Customer Service What the Customer wants; When the
Customer wants it; Provided in the way the Customer expects. All of
you are designated Customer Service EXPERTS!Spot Quiz: Satisfied
customers tell an average of_____ friends.
5. Customer Service Hall ofShame/Fame (2012 ZagatSurvey)1.
Amazon 1. Bank Of America2. Google 2. AOL3. Apple 3. Comcast4. UPS
4. Time Warner Cable5. Hilton Worldwide 5. Dish Network5. Sony 6.
Sprint7. FEDEX 6. Wells Fargo8. Marriott International 8. J. P.
Morgan9. American Express 9. Citigroup10. Southwest Airlines 10.
Capitol One
6. 3 Keys to Success Good service starts at the top. Companies
with great service have chief executives who make it their mission.
Theyre not afraid to spend money, hire experts and structure the
corporation around the goal of sterling service. Service is seen as
a continual challenge. Companies with outstanding customer service
are more eager to talk about their continuing efforts than to
accept praise for a job well done. These are companies where people
want to work.Companies that excel at customerservice are often also
known for providing relatively good pay and benefits. They trust
their employees to make decisions, then routinely stand behind
those decisions. Hint: Do these make sense in other settings?
7. Trends in Customer Service Old concept: Who are our
customers? What do we owe them? What they dont know . . . . Spot
Quiz: Each dissatisfied customer tells _____ friends about their
experience.
8. Ronald, Amazon.com has new recommendations for you based on
30 items you purchased or told us you own. Building the The
Appreciative Dont Learning Strategy- Team Sabotage Your
Organization Focused Building : Success! Make Organization:
Positive Office How Questions to Politics Work Balanced Bring Out
Scorecard the Best of Your Companies Team Thrive in the New
Business Environment The AppreciativeInquiry Summit: A Strategy
Maps: The Oral B 8850 DLX Practitioners Converting Power of
Professional Care Guide for Intangible Assets into Alignment Oral
Leading Tangible Outcomes : How Great Large-Group Companies Stay
Change Centered and Accomplish Extraordinary Things
9. Trends in Customer Service Emerging view Minority Report
British Airways Amazon Netflicks Social Media Other examplesSpot
Quiz: For every customer who complains, ___ disgruntled customers
dont.
10. Question?What trends do you see from these examples?How do
they apply to your lab?Spot Quiz: It costs ___ times more to
acquire a new customer than to keep one we already have.
11. Trends Event or situation related Anticipate needs Highly
personalized Impact of the Internet External Customers Internal
Customers- Everybody has a customer!-
12. Laboratory Environment Patients, Grantors and Contractors
Stakeholders Patients, Students,University, Government etc.
Kaiser-Permanente Emerging Capability On-line educationOne third of
the cost of health care goes for laboratory tests. Dean, UC Berkley
School of Engineering
13. How can we exceedexpectations? UPS IBM How do we use
customer service concepts? Whats standing in the way?
14. Cycle of Customer Service Moments of Truth!
15. Some Technology Issues Whats coming*, When, What will it
mean to us? (Whats here now!)
16. Themes Event related Anticipate need Personalized
encounter
17. Generalization Focus Consistency Rewards Follow Up
18. 20 Important Customer Experience Statistics for 20121. 40%
of organizations cite complexity as the greatest barrier to
improving multichannel customerexperience, overtaking
organizational structure since 2010.2. Only 37% of brands received
good or excellent customer experience index scores this year. 64%
ofbrands got a rating of OK, poor, or very poor from their
customers.3. RyanAir received less than 1 complain per 1,000
passengers in January 2012. It answered 99% ofcomplaints within 7
business days.4. Poor customer experiences result in an estimated
$83 Billion loss by US enterprises each year becauseof defections
and abandoned purchases.5. Just 47% of US contact centers reward
their agents based on customer satisfaction ratings.6. 50% of
smartphone users would prefer to use a mobile customer service
application to try to resolvetheir customer service issue before
calling into the contact center.7. Customers who engage with
companies over social media spend 20% to 40% more money with
thosecompanies than other customers.
19. 20 Important Customer Experience Statistics for 20128. 89%
of consumers began doing business with a competitor following a
poor customer experience.9. 84% of US adults who have conducted an
online transaction through a mobile device in the last year
reportexperiencing a problem.10. Customer power has grown, as 73%
of firms trust recommendations from friends and family, while
only19% trust direct mail (from Forrester report Consumer Ad-itudes
Stay Strong).11. The verticals with the lowest percentage of calls
that are complaints are entertainment / leisure (1.7%)
andmanufacturing (2%).12. Over 60% of customer service managers
select customer satisfaction as the key metric for determining
thesuccess of their support organization. Secondary priorities
include first call resolution, average handle time,and wait
time.13. $289 Average annual value of each customer relationship
lost to a competitor or abandoned.14. 63% percent of online adults
are less likely to buy from the same company via other purchase
channels ifthey experienced a problem with a transaction on their
mobile phones.
20. 20 Important CustomerExperience Statistics for 201215. 86%
of consumers will pay more for a better customer experience.16.
Only 26% of companies have a well-developed strategy in place for
improving customer experience.17. 50% of consumers give a brand
only one week to respond to a question before they stop
doingbusiness with them.18. 18% of US smartphone users would
consider switching providers immediately after an initial
poorcustomer service experience.19. 24% of consumers who had
unsatisfactory service interactions shared their experiences
throughsocial networks in 2010, a 50% increase over 2009.20. US
consumers prefer to resolve their customers service issues using
the telephone (90%), face toface (75%), company website or email
(67%), online chat (47%), text message (22%), social networkingsite
(22%).
21. Discussion Spot Quiz: Customers leave because: 1% DIED;<
3% moved away; 5% influenced by friends 9% were lured away by the
competition, ___ were dissatisfied with the product, ___ were
turned away by the attitude of an employee.
22. Bringing it Home What can you do now? What preparation can
you do for tomorrow? Who do you need to involve?
23. Answers to Spot Quiz 91% of dissatisfied customers will
never return. Satisfied customers tell an average of 5 - 7 friends.
Each dissatisfied customer tells 15 17 friends about their
experience. For every customer who complains, 26 disgruntled
customers dont. It costs 5 times more to acquire a new customer
than to keep one we already have. 14% were dissatisfied with the
product, 68% were turned away by the attitude of an employee.
24. Summary Apply the concepts from the best. Think of the
Cycle of Service Moments of Truth What can you learn from Customer
Service to apply in other areas? (Quality, employee involvement,
etc)
25. ReferencesAlbrecht, K. The Only Thing That Matters:
Bringing the Power of the Customer into the Center of your
BusinessAlbrecht, K. Service America: Doing Business in the New
EconomyCollier, M. The Ultimate Online Customer Service
GuideGoodman, J. Strategic Customer Service John A. GoodmanHarvard
Business Review on Increasing Customer LoyaltyPickett, R. Beyond
Customer Service. CLMR Nov/Dec 2006Sanders, B. Fabled Service:
Ordinary Acts, Extraordinary Outcomes[Paperback]
26. 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?
27. 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?
28. Beyond Customer Service for Lab ManagersThe webinar video
will be available atwww.labmanager.com/customerserviceIf you have a
follow up question for Ron Pickett he can bereached at
[email protected]
29. Beyond Customer Service The Lab Manager March 27, 2013 Ron
Pickett