Ferrari, Delivering excellent service

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Heineken Operations

Francesca Meucciにより

LA ECOLOGÍA DE LOS MEDIOS

Jennifer Silvaにより

PUMA

Miguel Cuevaにより

ITIL4

George Michailidisにより

Ferrari, Delivering Excellent Service

I decided to talk about CE in the most prestigious car manufacturer

10 Lessons from the best firms

10 Rules from the best companies to deliver an excellent service

10. Treat customers like if they were guests.

Watch from sec 22 to second 60

9.Get managers to lead from the front, not the top.

Sergio Marchionne’ s quote about leadership.(ex Ferrari Ceo)

He died in 2018.

8.Empower customers to co-produce their CE

People buy the brand Ferrari for their outfit.

They like to associate themself with the idea of uniqueness.

7. Avoid failing your customer twice

6. Create and sustain a strong service culture

5. Train employees in how to cope with emotional labor cost

•According to the Ferrari culture people can reach excellence just when working together as a team 

4. Hire people that can effectively build relationships with clients

3. Continuously improve all the part of CE

•We all have a strongsense of belonging, love the challenge and seek continuous improvement together, daily, for the success of our organization. (Official website)

2.Think and act in terms of the entire CE

•Ferrari introduces an exclusive new customer care service for the  with the free seven-year Ferrari Genuine Maintenance Programme

1. Decisions on what the customers want and expect

•new-car sales growth cannot be endless (but) we also like to talk about growth with our relationship with customers.MrKnechtel, Australia CEO

Key Takeaway

Ferrari is characterized by the same success principles that characterize Ritz-Carlton.

They are the following......

Financial Performance

Product and service excellence

Customer engagement

Employee engagement

The company fulfills employees promises

The Ferrari Mystique

To create unique experience around the brand

Factors of a memorable experience

•Technology

•Customization

•Human touch

•Wow factor

Wow Factor

Human Touch

Customization

Technology