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Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

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My short workshop @ Infocom Apps - Feb. 2014 ''Value your customer - Α shift from a 'me' point of view to a 'you' point of view.''
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Value Your Customer A shift from a ‘me’ point of view to a ‘you’ point of view Niki Anandi Koulouri Short workshop @ Infocom Apps – 10 th Feb. 2014
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Page 1: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

 Value  Your  Customer    

A  shift  from  a  ‘me’  point  of  view  to  a  ‘you’  point  of  view      

Niki  Anandi  Koulouri    

Short  workshop  @  Infocom  Apps  –  10th  Feb.  2014  

Page 2: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Niki  Anandi  Koulouri  

²  HR  Consultant,  Life  and  Business  Coach,  Learning  Facilitator,  Public  Speaker  

²  www.nikikoulouri.com  

²  www.4peoplemaJers.com  

²  www.ole.com.gr  

²  Skype:  niki.koulouri  

²  LinkedIn:  hJp://gr.linkedin.com/in/nikikoulouri  

²  Facebook:  hJp://facebook.com/niki.koulouri  

²  TwiJer:  hJps://twiJer.com/nikikoulouri  

 

Page 3: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ποιός είναι ο σκοπός µιας επιχείρησης;  

Page 4: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ο σκοπός µιας επιχείρησης

 

‘The  purpose  of  business  is  to  create  a  customer’  

Peter  Drucker  

 

Page 5: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ο  πελάτης  σήμερα  

Page 6: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συχνάζει  στο  διαδίκτυο  

Page 7: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Οργανώνεται  σε  κοινότητες  

Page 8: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Αναζητά  προιόντα/υπηρεσίες  στο  διαδίκτυο  

Page 9: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ψάχνει  μέχρι  και  ταξί  ...  

Page 10: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συζητά  για  εμάς  με    ή  χωρίς  εμάς  ...  

Page 11: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συζητά  για  εμάς  με    ή  χωρίς  εμάς  ...  

Page 12: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συζητά  για  εμάς  με    ή  χωρίς  εμάς  ...  

Page 13: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συζητά  για  εμάς  με    ή  χωρίς  εμάς  ...  

Page 14: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Συζητά  για  εμάς  με    ή  χωρίς  εμάς  ...  

Page 15: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

‘A  happy  customer  …’  

‘A  happy  customer  tells  a  few  people,  but  an  unhappy  customer  tells  …everyone.    

Thanks  to  Twi?er,  Facebook,  YouTube,  Yelp,  blogs,  Foursquare  and  a  myriad  of  other  social  networks,  customers  now  possess  the  ability  to  share  their  experiences  and  affect  the  impressions  and  ulGmately  decisions  of  an  unprecedented  number  of  peers  each  and  every  day.’    

Brian  Solis    

Page 16: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ποιός  έχει  τον  έλεγχο;  

Page 17: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Το  ανταγωνιστικό  μας  πλεονέκτημα  

Page 18: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Η  δυνατή  σχέση  μας        

με  την  κοινότητα  των  πελατών  μας  

Page 19: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Πως  χτίζουμε  σχέση  με  τον  πελάτη  

Page 20: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Τι  αγοράζουν  οι  πελάτες  

Page 21: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Ανάγκες  -­‐  Προσδοκίες  

Page 22: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Οι  άνθρωποι  επιθυμούν  

’  

•  Να τους ακούµε

•  Να τους καταλαβαίνουµε

 

Page 23: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

The  end  of  business  as  usual  

Stop  selling  and  start  serving!’  

‘EffecUve  engagement  is  inspired  by  the  empathy  that  develops  simply  by  being  

human’.    

Brian  Solis  

Principal  Analyst  at  AlUmeter  Group,    

Author  of  ‘Engage!’  -­‐    ‘The  end  of  business  as  usual’  

Page 24: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Πόσο  νοιάζεστε  για  τον  πελάτη;  

‘Οι  άνθρωποι  δεν  νοιάζονται  για  το  

πόσα  γνωρίζετε,    

μέχρι  να  γνωρίσουν  πόσο  νοιάζεστε  για  

αυτούς.’  

Catherine  DeVrye    

‘Ζεστό  τσάι  με  μέλι  και  λεμόνι’  

 

Page 25: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Εστιάζουν  στον  πελάτη  

Page 26: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Εστιάζουν  στον  πελάτη  

Page 27: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Βήματα  στην  πράξη  

From    

a  ‘me’  point  of  view    

to    

a  ‘you’  point  of  you  

Page 28: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Τι  πιστεύω  για  την  εργασία  μου  και  τη  σχέση  μου  με  τον  πελάτη  

Page 29: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Είμαστε  –  Πράττουμε  -­‐  Έχουμε  

Page 30: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

1.  

Αξιοποιείστε  τα  Κοινωνικά  Μέσα  Δικτύωσης  σε  όλα  τα  επίπεδα  της  επιχείρησης  

 

Page 31: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

2.    

Αναδείξτε  την  ανθρώπινη  πλευρά  σας    

Συνδεθείτε  με  το  κοινό  σας  

 

Page 32: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

3.  

Καθορίστε  τους  κανόνες  για  το  πως  θα  ανταποκρίνεστε  στα  θέματα  πελατών  μέσα  από  τα  Κοινωνικά  Μέσα  Δικτύωσης  

 

Page 33: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

4.  

Ανταποκριθείτε  στα  αιτήματα  των  πελατών  σας  

 Να  είστε  proacUve!  

 

Page 34: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

5.    

Δώστε  λύσεις  

 

Page 35: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

6.  

Συνεργαστείτε  με  τις  άλλες  ομάδες  της  εταιρίας  για  γρήγορα  και  άμεσα  αποτελέσματα    

 

 

Page 36: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

7.    

Δημιουργείστε  περιεχόμενο  –  Εκπαιδεύστε  το  κοινό  σας  

 

Page 37: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

8.    

Μάθετε  από  τις  αντιδράσεις  του  κοινού  σας      

Κάντε  διορθωτικές  κινήσεις,  αν  χρειάζεται  

 

Page 38: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

9.    

Δεσμευτείτε  στην  απόφασή  σας  για  Ποιοτική  Εξυπηρέτηση  Πελάτη    

Δράστε  με  γνώμονα  αυτή  σας  την  δέσμευση!  

 

Page 39: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Δημιουργείστε  οπαδούς  όχι  απλά  πελάτες  

Page 40: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

 Ο  καλύτερος  τρόπος  να  προβλέψουμε  το  μέλλον  είναι  να  το  

δημιουργήσουμε...    

Page 41: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

‘Οι αναλφάβητοι του 21ου αιώνα, δεν θα είναι αυτοί που δεν µπορούν να διαβάσουν και να γράψουν, αλλά αυτοί που δεν µπορούν να µάθουν, να ξε-µάθουν και να ξαναµάθουν’.

Alvin Toffler

 

Page 42: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

‘Η  μάθηση  ορίζεται  ως  αλλαγή  συμπεριφοράς.  Μέχρι  να  αναλάβετε  δράση  και  να  

χρησιμοποιείται  τη  γνώση  δεν  έχετε  μάθει  τίποτα.’  

 

Don  Schula  &  Ken  Blanchard  

 

Page 43: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Kανένα παιδί δεν µαθαίνει ποδήλατο σε σεµινάριο’

David Sandler

 

Page 44: Value your customer - Α shift from a 'me' point of view to a 'you' point of view.

Niki  Anandi  Koulouri  HR  Consultant,  Life  and  Business  Coach,  Learning  Facilitator,  Public  Speaker  

 

LinkedIn:  hJp://gr.linkedin.com/in/nikikoulouri  

 

² www.nikikoulouri.com  

² www.4peoplemaJers.com  

 


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