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D&B Valued Service Method - 20130509

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David Chung
David Chung

The document introduces the D&B Valued Service Method (VSM), which helps service-oriented organizations transform from creating satisfied customer experiences to creating valued experiences. VSM was developed based on research of over 50,000 service cases and customer surveys of over 100 retail brands. It provides a blueprint for strategy development, front-line execution, and tools for managers to understand key concepts and apply them to their work. VSM aims to enhance loyal customers, strengthen emotional attachment between organizations and customers, and maintain sustainable business growth through increased repurchase frequency and amount. It involves strategies, tools and content for senior management, middle management, and frontline staff.

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D&B Valued Service Method 1 Helping Service Oriented Organization to transform from Create Satisfied Experience to Create Valued Experience Document Version : 20130508-01
VSM is Developed from¡­¡­.. ? research studies of over 50,000 service cases ? customer surveys of over 100 retail brands VSM will provide¡­¡­. ? A complete, step-by-step blueprint from strategy development to front-line execution ? numerous practical tools to managers understand key concepts and apply them to their real working situation 2 Why VSM ?
? Around 33% service offering achieved high quality standard but the customer is totally NOT VALUE that experience ? Around 10% of customers are not willing to repurchase after satisfied experience¡­¡­. ? The weighting of customer influence of each service touch point is not the same¡­¡­.in some case, customer is willing to repurchase even they are not happy in specific touch point i.e. that point is zero influence for repurchase ? There is not direct relationship between service investment and service value. 3 Our Findings¡­¡­.
4 Factsheet on Valued Service Method (VSM) ? Systemically approach to let your customers experience your unique value through every service touch point What is VSM? ?Enhance the number of committed loyalty customers ?Strengthen the emotional attachment between your organization and the customers ?Maintain the sustainable business growth through maximize the repurchase frequency and amount Why VSM? ?From out-come dominant to process dominant service organization ?From top management (Strategic Level) to front-line staff (Operational Level) Where to Apply VSM? ?Top/Senior Management : Create Valued Service Strategies and Promise ?Middle/Area/Zone Management : Develop Valued Service Workflow and Culture ?Store/Team Level Staff : Deliver Valued Service Attitude(s) and Behavior(s) Who will Involve in the VSM? ?Your products are commodity or similar to your competitors and you would like to use service as your competitive advantage ?Your customers are looking for a highest level of service which they willing to paid ? When to Apply VSM?
5 VSM Major Tools Valued Service Creation Valued Service Development Valued Service Delivery Service Strategy Formulation Map Service Promise Development Grid Value Creation Cycle Design Canvas Voice of Service Stakeholders Matrix Service Culture Diagnosis Diagram Service KPI Design Framework Individual Performance Assessment Matrix On-Site Problem Root Cause Analytical Diagram Team Performance Evaluation Matrix
Part 1 : Service Fundamentals ? Business Reality ? Types and Levels of Service ? Relationship Outcomes of Satisfaction and Repurchase ? Attitude, Behavior & Cognition of Committed Loyal Customers 6 VSM Key Contents Part 2 : Valued Service Creation (For Senior Management) Module 201: Develop Service Strategies Module 202: Define Service Attributes Module 203: Work out Service Promise Module 204: Design a Value Creation Cycle
Part 3 : Valued Service Development (For Middle Management) Module 301: Develop Service Culture Module 302: Form Service Ambassador Team Module 303: Design Service Flow Module 304: Set Service Standards (KPI) 7 VSM Key Contents Part 4 : Valued Service Delivery (For Front-line Management) Module 401: Transfer Service Vision into Measureable Promise Module 402: Monitor Service Delivery Module 403: Enhance Individual/ Team Service Performance Module 404: Execute Micro Service Quality Improvement
? 30-minute Keynote Speed ? 2-hr Seminar ? 1-day Workshop ? In-House Trainer Certification Program ? VSM Consulting Service 8 Our Offerings
D&B (NYSE:DNB) is the world's leading source of commercial information and insight on businesses, enabling organizations to Decide with Confidence? for more than 175 years. D&B Enterprise Learning has been recognized as one of the top-notch talent development solution providers in the Greater China. Since 1980, we helped over 1000 organizations transform talent development into business strategies through leadership development programs, executive coaching services and performance benchmarking services 9 About D&B Enterprise Learning

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D&B Valued Service Method - 20130509

  • 1. D&B Valued Service Method 1 Helping Service Oriented Organization to transform from Create Satisfied Experience to Create Valued Experience Document Version : 20130508-01
  • 2. VSM is Developed from¡­¡­.. ? research studies of over 50,000 service cases ? customer surveys of over 100 retail brands VSM will provide¡­¡­. ? A complete, step-by-step blueprint from strategy development to front-line execution ? numerous practical tools to managers understand key concepts and apply them to their real working situation 2 Why VSM ?
  • 3. ? Around 33% service offering achieved high quality standard but the customer is totally NOT VALUE that experience ? Around 10% of customers are not willing to repurchase after satisfied experience¡­¡­. ? The weighting of customer influence of each service touch point is not the same¡­¡­.in some case, customer is willing to repurchase even they are not happy in specific touch point i.e. that point is zero influence for repurchase ? There is not direct relationship between service investment and service value. 3 Our Findings¡­¡­.
  • 4. 4 Factsheet on Valued Service Method (VSM) ? Systemically approach to let your customers experience your unique value through every service touch point What is VSM? ?Enhance the number of committed loyalty customers ?Strengthen the emotional attachment between your organization and the customers ?Maintain the sustainable business growth through maximize the repurchase frequency and amount Why VSM? ?From out-come dominant to process dominant service organization ?From top management (Strategic Level) to front-line staff (Operational Level) Where to Apply VSM? ?Top/Senior Management : Create Valued Service Strategies and Promise ?Middle/Area/Zone Management : Develop Valued Service Workflow and Culture ?Store/Team Level Staff : Deliver Valued Service Attitude(s) and Behavior(s) Who will Involve in the VSM? ?Your products are commodity or similar to your competitors and you would like to use service as your competitive advantage ?Your customers are looking for a highest level of service which they willing to paid ? When to Apply VSM?
  • 5. 5 VSM Major Tools Valued Service Creation Valued Service Development Valued Service Delivery Service Strategy Formulation Map Service Promise Development Grid Value Creation Cycle Design Canvas Voice of Service Stakeholders Matrix Service Culture Diagnosis Diagram Service KPI Design Framework Individual Performance Assessment Matrix On-Site Problem Root Cause Analytical Diagram Team Performance Evaluation Matrix
  • 6. Part 1 : Service Fundamentals ? Business Reality ? Types and Levels of Service ? Relationship Outcomes of Satisfaction and Repurchase ? Attitude, Behavior & Cognition of Committed Loyal Customers 6 VSM Key Contents Part 2 : Valued Service Creation (For Senior Management) Module 201: Develop Service Strategies Module 202: Define Service Attributes Module 203: Work out Service Promise Module 204: Design a Value Creation Cycle
  • 7. Part 3 : Valued Service Development (For Middle Management) Module 301: Develop Service Culture Module 302: Form Service Ambassador Team Module 303: Design Service Flow Module 304: Set Service Standards (KPI) 7 VSM Key Contents Part 4 : Valued Service Delivery (For Front-line Management) Module 401: Transfer Service Vision into Measureable Promise Module 402: Monitor Service Delivery Module 403: Enhance Individual/ Team Service Performance Module 404: Execute Micro Service Quality Improvement
  • 8. ? 30-minute Keynote Speed ? 2-hr Seminar ? 1-day Workshop ? In-House Trainer Certification Program ? VSM Consulting Service 8 Our Offerings
  • 9. D&B (NYSE:DNB) is the world's leading source of commercial information and insight on businesses, enabling organizations to Decide with Confidence? for more than 175 years. D&B Enterprise Learning has been recognized as one of the top-notch talent development solution providers in the Greater China. Since 1980, we helped over 1000 organizations transform talent development into business strategies through leadership development programs, executive coaching services and performance benchmarking services 9 About D&B Enterprise Learning