Delivery Mastery terkait dengan mata kuliah.pptx

aaaaaaaa

1. Yogyakarta, 4-6 Desember 2013 “Business Mastery Training”

2. How and why do customers buy and buy again?

3. DELIVERY MASTERY the fulfillment of your business

4. CONSISTENCY is the key

5. four main stakeholders

6. SUPPLY MASTERY Jangan mengandalkan satu sumber Membina hubungan Strategi biaya

7. Can customers get what they pay for? Can they get it on time? Can the company make, buy or deliver the products and services with consistency? Are there Supply Chain Bottlenecks? Basic Delivery is vital for the growth that is about to come. What volume of sales increase can you handle? You don’t want to lose customers through bad delivery. Consistency of Delivery is the Goal. SUPPLY MASTERY

8. QUALITY MASTERY Definisi kualitas ? Konsekuensi biaya ?

9. There is no way to get a customer back if you can’t deliver what they buy at a standard that they expect. Delivering what you promise will help you grow Where are you losing customers due to low quality? What areas do you deliver well and in what areas do you struggle? Look into customer complaints. Mystery Shop. Make sure the customer gets what they paid for QUALITY MASTERY

10. EASY TO BUY MASTERY Pemesanan (Process, responsiveness) Pembayaran (Payment gateway)

11. Too many companies make it too hard to buy. Simple things right through to complex business policies. Have you ever heard, ‘but it’s our policy’ ? We want easy to know about… Easy to find… Easy to see/know what you have. .. Easy to pay… Easy to come back… Mystery Shoppers… Customer Surveys… EASY TO BUY MASTERY

12. SERVICE MASTERY Konsistensi Over promise, under delivered?

13. How do you really know what is your level of customer service? If you are not ready to create massive WOW’s yet, just be sure the basics of a smile and good service are in place. Again, where are you losing business based on bad service? Training the people to care. Common Sense will prevail. SERVICE MASTERY

14. CHANNEL PHASE awareness Channels berfungsi untuk mengenalkan perusahaan kepada pelanggan. Pertanyaan : Bagaimana kita dapat memunculkan kesadaran di kalangan segmen yang disasar mengenai produk/jasa perusahaan kita?

15. CHANNEL PHASE evaluation Fase ini dapat merupakan fase penjajagan, kedua belah pihak (perusahaan dan pelanggan) dapat saling menilai. Pertanyaan : Apa yang dapat kita lakukan untuk membantu pelanggan mengevaluasi produk dan jasa kita?

16. CHANNEL PHASE purchase Setelah saling mengevaluasi, tiba saatnya perusahaan dan pelanggan untuk melaukan proses transaksi. Pada fase ini, tantangannya adalah bagaimana mengelola agar proses tersebut berlangsung secara efektif dan efisien.

17. CHANNEL PHASE delivery Setelah proses transaksi berikutnya yang perlu dirancang adalah delivery. Delivery adalah pemenuhan “janji” atau pembuktian Value Propositions. Dalam fase ini, pelanggan maupun perusahaan masing-masing mempunyai hak dan kewajiban.

18. CHANNEL PHASE after sales Fase akhir dari channel adalah fase purnajual. Penting bagi perusahaan untuk memahami bagaimana kondisi dan perasaan pelanggan setelah mendapatkan “janji” yang ditawarkan. Fase ini akan berhubungan erat dengan elemen customer relationship.