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Presenter: Mike Ashton, Ashton Brand Consulting Group Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.
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Customer experience seminar – Oct 2013
How to effectively manage change within you organization
Mike Ashton, Ashton Brand Consulting Group
From drawing board to delivery
ABCG: Customer experience specialists
Design Delivery Training
Customer experience improvement: Leading complex change
Visible service
performance
Internal management
challenge
Starting point: Relevance & Consistency of brand experience
Catalyst
Acquisition
Performance
Leadership
Helping guests be at their best
Anywhere in the world
24/7
Product•Work•Enjoy•Relax
Unrivalledglobal
distribution
Business never stops. Nor do we
Consistency & trust
Catalyst
Shared vision
Brand proposition
Catalyst Align Plan Focus Engage Tools Assess
Financial case
Corporate goals
1-1 persuasion
Catalyst Align Plan Focus Engage Tools Assess
Objectives
Time & costs
Infrastructure
Leadership
Collaboration
Milestones
Catalyst Align Plan Focus Engage Tools Assess
Investment
Dependencies
Prioritise
Annual Customer Plan
Customer Experience
Delivery
Finance
HR
ITOps
Sales & Marketing
Catalyst Align Plan Focus Engage
Language
Involvement
Momentum
Consistent Hassle Free
Personalised Hilton Moments
Brand Building Blocks
Next Step on
the Journey
Catalyst Align Plan Focus Engage Support
Training
Tools
Process
Catalyst Align Plan Focus Engage Support Assess
Financial
Brand
People
QAQuality survey
GLOBAL MEASUREMENT
SALTC-satsurvey
TMOSTeam survey
Profit Impact Remuneration
Time
Current position
Required performance
START (Catalyst)
END GAMECash TeamPlanAlign
ABCG LaunchPAD: Planned & managed process
Tools
Engagement: Communication, involvement, continuity, visibility, momentum
Milestones: What, by when & by whom. Implications & contingencies
GAP ANALYSISPaint a vivid $ picture
And finally, as the great man once said.....
“If things seem under
control, you’re just not
driving fast enough”