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John Paul
http://www.associationworks.com
jpaul@associationworks.com
800-986-8472
Association Works – Dallas, Texas
Customer Delight
Redefining The Business
• Saturn
• Amazon.com
• Titanic - The Musical
• Palm Pilot
• FedEx
• Your Organization?
It Starts At The Top
• Who is the champion for the
Customer Delight initiative?
• Organizations have:
Visionaries
Leaders
Managers
Adequate Is Not Acceptable
Not to organizations
The Problem
The problem is never how to get
new innovative thoughts into
your mind, but how to get the
old ones out
Dee Hock,
VISA
You do not merely want to be
considered the best of the best….
Jerry Garcia
Standing Out
When we did it right it was still
pretty ordinary
Barry Gibbons, Burger King
Harley
Davidson Executive
Story Telling
Do people tell positive stories about your
organization?
Mayo Clinic
Volvo
Firestone Tires
Rolex
Perception is reality
What Should We Be Doing…
To stand out in the crowd?
Empowerment is the
“What”
not the
“How”
Why Empowerment Fails
The Past
No one knows what it means
Abdication
Perfectionism
Lack of trust
Espouse Theory Y – Practice Theory X
More time spent on structure instead of
behavior
Lack of commitment
Notes On Empowerment
Empowerment rests on trust
Don't play games
Practice “no surprises”
Hug the messenger
Decision making
Who can solve problems?
Notes On Empowerment
Be a coach not an expert
Fix the problem - not the blame
No more "father/mother knows best"
Empowerment must be in everything
The test: How are mistakes treated?
It encourages change & communication
Actually
Customer expectations are typically not
very high
• Any barriers?
– How can we overcome them?
I Will
Identify crimes committed against
Customers, Donors, Program
Participants and Each Other
……and do SOMETHING
Two Things I Will Do…
1)
2)
The greatest danger for
most of us is not that our
aim is too high and we miss
it, but that it is too low and
we reach it
Michelangelo
Achieving
Customer
Delight
John Paul
http://www.associationworks.com
jpaul@associationworks.com
800-986-8472
Association Works – Dallas, Texas