Kranjska Gora, 24 – 25.10.

2007
3rd Studio Moderna
Branding Conference
Few things about ROMANIA…
It’s an amazing country

DRACULA CASTLE
With amazing people
And some figures…
Latin island in a Slav sea
2nd largest country in the region

Population: 22.000.000
Nationalities: Romanian – 89%
Hungarian – 7%
Gypsies - 2,5 %
Others – 1,5%
Literacy rate: 98,5 %
Religion: Greek Orthodox –
86%
Protestant – 8%
Catholic – 5%
Other, NA – 1%
GDP per capita: 5,018 EUR
 42 TV stations (13 national), 156 FM radio stations,
123 newspapers
 1 TV set per 2 people

 16 million GSM users (!!!!!)

 6 million internet users (!!!!), half on

broadband(!!!!)
 192 cars/1000 people (364 cars/1000 people in
Bucharest)
 67% of the
Romanians are
in their ACTIVE
life period
10%
23%
10% 0-18
18-25
25-35
35-45
45-55
15% 11% 55-65
over 65
14% 17%
And Kosmodisk customer…

The beginning of a beautiful story…

KD Sales 2006 vs 2007

2006 2007
“There is only one profit
centre in business. It is
your customer”
Peter Drucker
 How to
Which transform
was implemented your
by
Do you
customerhave a
trainings ininto
Strategy
Call the
!?
best
There
Customer ofCare
is a Plan…
Center,
and brand?
Retail
advocate your
 The service triangle
a perceived value that accompanies an
exchange of goods for money

The service

The customer

The systems The people

policies, informations, the staff, the professional

facilities, forms service excellence
 The service strategy
• It’s a thing more often felt than seen
• A perceived value that accompanies an
exchange of goods for money
• The customer’s service expectation are
based on:
The type of product
The price of product
The environment in which product is offered
The manner in which product is delivered
• How we communicate? Answering questions. Solving
problems. Fixing what’s broken. Finding what is lost.
 Listening – most people do not
listen with the intent to understand but
with the intent to reply!
 Asking effective questions –
become a Sherlock Holmes in your search
for customer clues!
 Make bad news better…when you have
to say “NO”
 Add value to every transaction (be helpful, proactive,
a fantastic fixer)
 “Thank You”- You should thank your customer as
often as you can
 The service system
Is related to policies, information, facilities, forms
and have impact on how customer perceive our service
1. Methods & procedures (operating policies &
programs the service organization has to deliver
service)
2. Facilities (relates to the physical
area in which service is provided)
1. Equipment (used either by the
service provider or the customer)
1. Information systems (any aspect
of the customer getting information)
 The service people
Service-oriented companies create a service culture
Human beings react „human“
They...
– ... are driven by emotion not by rationality
– ... like to be informed enjoyably, not to be slayed with
information
– ... prefer to be courtshipped rather than advertised
– ... demand to be taken seriously as a client as well as
an employee
 The customer
1. Identify your customer (a special one
with health problems, very sensitive)
2. Customer needs:
 to be understood
 to feel understood
 to feel important
 to feel comfortable

“Walk a mile in his shoes!”

 Cristina Nichita
Kosmodisk Project Manager

Studio Moderna SRL

Spl. Independenţei 319 Ob.19B Sc.1 Et. 2 Sector 6
060044, Bucharest, Romania
+4 0728 852 804
cristina.nichita@studio-moderna.com
www.kosmodisk.ro