Purdue University Top Priorities Ernst & Young survey of 750 CEOs.

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Presentation transcript:

Purdue University Top Priorities Ernst & Young survey of 750 CEOs

Purdue University If you don’t think customers are important try doing without them for 30 days

Purdue University It is easy to see that satisfaction is important in business

Purdue University It’s about loving the customer

Purdue University Planes…trains…and automobiles

Purdue University Just for the fun of it…One more Bad

Purdue University Now this is good service

Purdue University Stews Rules

Purdue University In case you still don’t get it IT’S The CUSTOMER

Purdue University Because customer satisfaction is the point

Purdue University Here are the Issues Can you articulate a customer experience vision? Is customer satisfaction mission critical? Do you measure it often and regularly? Do you act on the results? Is there someone who has the responsibility for the customer experience? What does the customer want #1 and #2…#10? Do you give it to them?

Purdue University Best Practice Employees Happy employees + happy customers + happy executives + happy bankers + happy shareholders=

Purdue University Audience participation time OOOOOOOOOOO Ahhhhhhhhhhhhhh OOOOOOOOOO Ahhhhhhhhhhhhhh OOOOOOOOOOOOOOOOOOOO Ahhhhhhhhhhhhhhhhhhhhhhhhhhh OOOOOOOOOOOOOOOOOOO OOOOOOOOOOOOO AHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHH

Purdue University This is a pastrami sandwich

Purdue University The secret of exceptional customer service The secret of exceptional management Is leaving your customers and employees like this….

Purdue University

It IS all about love….

Purdue University 212- one degree more