Creating a World-ClassService OrganizationLessons From the Mouse

Presented at the

by Dennis Snow

Business Forum

1. Look at everything through the “lens of the customer”

Service Mapping

Process – Invoice Question(requiring research)

Explainproblem orquestion

Researchanswer

Placecall to

company

Providecustomer

information

Navigate toproper

employee

Explainproblem orquestion

Customerwaits foranswer

Placecall to

company

Providecustomer

information

Navigate toproper

employee

Contactedby

employee

Listen toexplanation

Askfollow-up

questions

Concludecall

Process – Invoice Question(requiring research)

Process – Hotel Return

Ride busto hotel

Enterlobby

Rideelevator

Walk toroom

Enterroom

2. Pay attention to the details:“Everything Speaks”

“Attitudinal” Backstage

Everything SpeaksDistracter

Everything SpeaksCommitment

Everything Speaks

3. Create Moments of Wow

Customer Expectations

Advice

Partnership

Availability

AccuracyDissatisfiers

WowOpportunities

Service Behaviors

Accuracy

Availability

Partnership

Advice

1. “Lens of the Customer”2. “Everything Speaks”

3. “Moments of Wow”

Customer Loyalty

I

Creating a World-ClassService OrganizationLessons From the Mouse

Presented at the

by Dennis Snow

Business Forum