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Developing Competitive Advantage Through Customer Service
Transcript
Developing Competitive Advantage Through Customer Service
Faktor yang membuat customer service berkualitas tinggi
Mengukur Customer Service
- Lebih menghemat biaya
Thank you
- Pengukuran Kuantitatif
- Pengukuran Kualitatif
- Menerapkan metode "HOT"
- After-sales service
- Convenience
- Information
- Specialist attention
Keterlibatan Rekan-rekan kerja
(Colleague Engagement)
- ‘Employer of the year’ pada Oracle Retail Week Awards tahun 2011
- Filosofi Morrisons "learn while you earn"
- Berfokus pada 3 bidang:
1. Training
2. Coaching
3. Communication
- Semua orang di Morrisons adalah bagian dari satu tim
Mengapa customer retention penting dalam sebuah bisnis
Seberapa efektif customer service menguntungkan bisnis
Motivate the colleagues
Positive Customer Feedback
- Memaksimalkan jumlah pelanggan setia
Better customer service
Increasing
sales
Happy
Customer
Increasing Loyal Customer
Pendahuluan
- Sejarah Morrisons
Conclusion
www.morrisons.com
Founder:
- William Morrison
Founded:
- 1899, Bradford, United Kingdom
Key people:
- Sir Ken Morrison (President)
- Sir Ian Gibson (Chairman)
- Dalton Philips (CEO)
Metode yang diterapkan Morrisons untuk membedakan dirinya dengan kompetitor
- Pendekatan “field to fork”
- Metode persaingan dengan pemberian pelayanan terbaik
- Steven Adi 33412065
- Adrian Satya 33412088
- Claudia Vega 33412117
- Amelia Jessika 33412166
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