I LOVE TO SEE YOU SMILE

Transcription

1 I LOVE TO SEE YOU SMILE THE SERVICE INITIATIVE Steering Team April 2016

2 Why a Service Initiative? We are very proud of what we have achieved so far regarding guest satisfaction in the 21st AIDA year. This is very good. Great actually. Our NPS YTD (only in the winter season so far) is almost Tendency in summer: Upward! The number of excited fans (9-10) and detractors (0-6) is twice as high. Until 2020, the number of guest will increase by about 50% per year in Europe. And we will almost double the number of employees. We want many new guests and staff members to get enthusiastic about AIDA. And, thus, ensure our success and our growth. Remain sustainable. You can ignite in other's only the fire that burns in yourself. AUGUSTINUS AURELIUS 2

3 What is I LOVE TO SEE YOU SMILE? The AIDA Service Initiative The initiative will establish rituals for strengthening AIDA s positive service culture. In-house. On board and onshore. At all levels. Together. For staff and guests who have been here and especially for those new who will join. We want to create enthusiastic AIDA promoters. Guest in the centre of our culture, product development and operation. Hosts with a positive and courageous attitude Executives who encourage individual service 3

4 Which mindset would we like to support? From MUST to WANT Compliance Seeing with own eyes To see what the guest sees Department-Silo-Thinking Guest-experience-awareness Heteronomy Self-responsibility Observe standards Developing standards and products Explaining rigid General Business Terms Updating general business terms Uncomplicated and flexible support Complicated forwarding Selling emotional experiences Revenue pressure Supporting individual solutions Measure all with the same yardstick Telling promoter stories Focus on detractors Using time for problem-solving Wasting time with complaining Approaching each other proactively Deficits in communication Courage and appreciation culture Fear and punishment culture Using scale factors Cost pressure Excluding unimportant issues Shortage of time Commitment

5 THREE NEW RITUALS ARE YOU WITH US?

6 Ritual NO. 1 THE I-QUESTION How can we create a solution culture? When is the question necessary? Guest contact and decision situations. WHAT CAN I DO TO TURN THE GUEST* INTO A? *alternative employee, colleague, business partner 6

7 Ritual No. 2 SMILING MOMENTS How do we communicate? Tell a promoter story in every meeting. emotional individual pictorial funny inspiring Stories touch our heart Best Practises Remain in the memory The storyteller for the next meeting can be nominated. That is exciting.

8 Ritual No. 3 SMILING STAR AWARD How do we honour success? We will tell emotional stories about smiling moments encourage our guests to retell these stories reward special services with a true benefit show guests and employees how important their smile" is promote mutual appreciation and the sharing of Best Practices encourage imitation and moment creation retain guests and employees via exclusive experiences positively impact on our corporate culture For details see the Smiling Star Award concept (The award will be presented on board and ashore)

9 THREE NEW RITUALS 1. ASK THE I-QUESTION 2. SHARE SMILING MOMENTS 3. REWARD SUCCESS EVERYBODY DOES IT. WHAT ABOUT YOU?

10 Why this credo? I LOVE TO SEE YOU SMILE! Almost all AIDA staff speaks smartphone language International, no translation is needed Works for all relations (staff>guest, staff<>staff, management<>staff) No finger-wagging, emotional, nice, positive First person view (encourages self-responsability & positive thinking) You-form (encourages relations to guests and colleagues) SMILE = AIDA s corporate claim All information on brand manual and logo are available at: smile@aida.de. 10

11 The intranet page on the initiative (available from 14.4.) Servic know-how & SMILE for the AIDA Crew (Germ.+Engl.) Secret of Smile Challenge More thrilling than Icebucket Smiling Star Award Here, the promoter story maker is rewarded. (Stories can be used on meetings) Smiling Moments Compliments from our guests YouSmileTube Service-Know How from colleagues for colleagues (you can use it as meeting topics) AIDA Basics AIDA corporate claim and product knowledge Have Fun e-cards that make us smile (For technical reasons on-shore only at this stage) Suggestions? Input?

12 What is planned? WHEN? ON BOARD ONSHORE CONTENTS to be found at SURVEY GUEST CENTRIC THINKING Assessment of the survey and of the feedbacks from GM Meetings and Value Workshops Questionnaire, German & English. Minutes Conference/Workshops bis Telephone communications with all GMs Involving many Training&HR Manager Preparation by the Steering Team Presentation BL Meeting Management compass TEASER CARDS for starting INTRANET PAGE and SECRET OF SMILE CHALLENGE Teaser card, Intranet page Soft Start April/ May SMILING STAR AWARD Guests nominate per journey (Prime Time) SMILING STAR AWARD Monthly staff voting (After Work) Smiling Star Award concept SMILING MOMENTS A colleague tells a promoter story in team briefing & meetings and nominates another colleague for the next briefing meeting SMILING CREW ONLY CARDS Postcards for collecting and giving pleasure accompany the initiative MA EVENT PRIMA Thanks and congrats to board and onshore crew Management compass Print & Intranet Visuals MAY START MYSTERIOUS SMILE-WORKSHOPS FOR STAFF & EXECUTIVE MANAGERS Onshore-Workshops - in planning Presentation ( Manager Training Conference) JUNE SUMMER Topics for EXECUTIVE MANAGER MEETINGS, SENIOR OFFICERS CONFERENCE NETWORKING WITH EMPOWERMENT INITIATIVE, 20 YEARS AIDA SERVICE CREDO CARDS Generated from from onboard workshops and YouSmileTube posts Concepts in progress No time limit. This initiative will be lastingly implemented, especially with new recruitments and product developments. Steering Team initiative: Patron Felix Eichhorn, Customer Experience Richard Welge, HR Kerstin Will, Entertainment Borris Brandt, GM Support Christopher Leikauf & Marc Spingler, Training Dörte Raasch & Harald von Aschoff, CMG HR Tino Hensel, AKC Miro Germanotta, Communication Catharina Brinckmann & Hansjörg Kunze, Marketing Björn Franz, EC Support Anita Witt, Steuerung Yannick Fiedler 12

13 The Steering Team wishes good experiences with the initiative s tools and would like to thank all idea providers and implementers. Questions? Impulses? smile@aida.de