Solving Your Challenges, Simplifying Your Life … A Culture of Customer Care Presented by: Dave Distel Superintendent AESA 2013 Creating a Culture of Customer Care 1. 2. 3. 4. Compelling Organizational Foundations Unwavering Focus on Customer Needs Effective Organizational Design Consistent Brand Messaging Changes in context caused us to revise our Four Foundations. Our Vision … We define communities by context and likewise, their challenges. We listen to the voices of our customers to understand their current problems and anticipate those yet to come. We challenge convention and develop innovative solutions that maximize customer value. We are known as a trusted partner and collaborative problem solver whose solutions bring value to the communities we serve. We develop superior understandings of the communities we serve, build trusting relationships with customers and partners, and aspire to be their first choice for service solutions. Our Mission… o We provide leadership to change the structures, functions and processes of the current education system to be better aligned to the success of each student. We will apply our innovation and design capabilities to lead this transformation. o We lead the way in every aspect of what we do. We watch for changes in our context and understand what implications they bring. We are both responsive and proactive in our work with customers, meeting them where they are and helping them achieve their goals. Our Core Values … Customer Driven Solutions Collegiality We believe in the power of innovation and the importance of personal and organizational learning. We value personal mastery and believe each Colleague is responsible to continually learn and develop themselves and others. Partnerships We believe that we are all leaders in our areas of expertise and share a deep commitment to delivering leadership results. We have a clear vision of where we are going together and focus our resources on that common outcome. Innovation and Learning We believe in the power of people working together. We attract and unite an extraordinary group of Colleagues who each contribute to our success. We value the expertise, strengths and perspectives of each Colleague as a member of our HCESC family. Leadership We believe in delivering extraordinary customer service. We value positive relationships with our customers and believe in the collaborative development of solutions for the problems they face. We believe in the strength of our partners to contribute to customer value and enable mutual success. Our partnerships are built on trust, integrity, respect, and a mutual commitment. Organizational Prosperity We believe that doing what’s right for our customers will lead to the sustainability of our organization. Through simplicity of strategy and diligence of execution, we create value for customers, partners and HCESC. Our Principles of Service … Knowledge and Expertise Collaborative Relationships We go the extra mile to create innovative solutions for the challenges our communities face. Positive Environments We build superior relationships so we can work collaboratively with confidence and trust in each other, our customers and partners. Solution Orientation We encourage and expect exceptional levels of knowledge, technical mastery and individual expertise. We create a culture of respect and inspiration enabling us to achieve high expectations, standards and challenging goals. Personal Responsibility We take responsibility for our individual and organizational actions, and treat everyone with respect. We adhere to the highest ethical standards, and honor our commitments. Voice of the Customer Innovation and Improvement VOICE OF THE CUSTOMER Identification of Opportunities for Improvement Determine Next Step Strategies CONTINUOUS IMPROVEMENT Measure Effectiveness and Impact Design Improvements Implement Improvements Design Specifications Beta Test Second Iteration of Design INNOVATION and DESIGN Validation of Design against Specifications First Iteration of Design Organizational Alignment and Design. VOICE OF THE CUSTOMER INTEGRATED SERVICE SOLUTIONS Our “old” organizational identity. Nearly 20 years old Was “cutting edge” back then Designed to emphasize our unique collaborative approach with customers to “make the difference” It was time for a new “Brand Strategy”. of something unique and relevant that customers can expect to derive from doing business with you. among all options available, of what you WILL do and a conscious sacrifice of what you WON’T do. a clear, compelling customer value proposition of: WHO you want to reach WHAT you want to stand for HOW your message will be delivered Current School District Customers Other School District Customers Non-Public Schools Home Schoolers Non-Profits What our customers thought about us … What do you want to stand for? Purpose Promise Proof Personality HCESC Brand Position PURPOSE Make Life Easier PROMISE We help community service organizations meet their mission, by providing quality services they need, but cannot easily access or afford alone. PROOF E = Expertise and capacity in areas related to education, business or whatever else is needed. A = Aggregate needs and bring people together to find joint solutions. S = Shared services that are customized, innovative, efficient, and effective. Y = Years of leadership and expertise in shared services, nearly 100. PERSONALITY We are the friend that brings friends together, and the one to whom they turn for help and advice. Others count on us because we listen carefully, seek to understand their issues, and because we have an uncanny ability to quickly uncover solutions. We don’t boast about our abilities; we do what we do behind the scenes. We want others to look good and succeed. How will you communicate your brand? Initial “big announcements” New logo everywhere letterhead, business cards… Signage Phone greetings Consistent customer care Dave’s Brand Message to Customers … Hamilton County ESC is changing its brand image to reflect our purpose … Make Life Easier! We’re here to: • help you solve challenges you can’t overcome alone, • help you meet your mission, • provide a quality solution for any situation – education, business or whatever else you need. “Hamilton County ESC is focused on one thing: making our customers’ lives a little easier. And our customers extend well beyond the area of education. We are dedicated to helping our customers meet their missions – whatever they may be – by providing the quality services they need, but likely can’t access or afford alone” says Dave Distel. “Think of us as a simple button to push whenever and however you need help. We’ll craft a solution to meet your needs.” How can we make your life a little easier? Bringing our Brand to life is not just about changing our “stuff”. It’s about changing what we do and how we do it! INNOVATION DESIGN IMPROVEMENT SERVICES PRODUCTS PROGRAMS ORGANIZATIONAL FUNCTIONS and STRUCTURES HCESC Customer Care Protocol Every day in every way, we will Make your life easier. We promise to Solve your challenges. Simplify your life.