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Total Customer Experience

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by

Miro Capay

on 22 January 2014

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Transcript of Total Customer Experience

Total
Customer
Experience

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1
Buckle up!
Ready?
What is your mission within
Global Incentives and Commission ?
"Quality is not an act, it is a habit"

Tina Yu Ting Zhang - Center leader, Beijing CoE
"Continuously develop to provide outstanding support
and improve relationship with our customers."

Martina Span - Center leader, Bratislava CoE
To Provide a Total
Customer Experience
How is this goal achieved?
Our
Purpose,
Values & Practices

Our
Purpose,
Values & Practices
"Doing all of these things consistently is about being an IBMer, and it will bring to life in all cases what it means to be essential to our clients, to our world and to each other. ”

Ginni Rometty, President and Chief Executive Officer IBM
What does it take
Going above
and beyond
Problem
solving
Taking the
customer's
point of view
The
Trusted
Business
Advisor
this TCE about?
So, what is

to be a Trusted
Business Advisor?
"Be truly seen as Trusted Business Advisors,
building strong relationship with our customers."

Ana Ielo - Center leader, Rio CoE

"Every one of the IBM practices applies directly to Global I&C... They are not a project, they are a
Way of Life!"

Cindy Alexander, VP GI&C
C O M M U N I C A T I O N
Communication
Knowledge
Insight
Convenience
Connections
Credibility
T R U S T
S A T I S F A C T I O N
R E L A T I O N S H I P
G O O D W I L L
C O M M I T M E N T
D E L I G H T
E X P E R I E N C E
"Think of the customers first, with cordial hospitality."

Takayuki Kimori - Center leader, Okinawa CoE
Miro Capay, IPA team, BA CoE
Dani Fontainha, IE team, Rio CoE
Dedication to every
client's success.
B
E

E
S
S
E
N
T
I
A
L
Trust and personal responsibility
in all relationships.
Innovation that matters - for our company and for the world.
Full transcript