logging in or signing up love not leave UpBeat Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 1002 Category: Entertainment License: All Rights Reserved Like it (1) Dislike it (2) Added: June 17, 2007 This Presentation is Public Favorites: 1 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript Slide1: LOVE Us… Make Guests Not LEAVE Us PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Today’s Agenda: Today’s Agenda What is LOVE? What is LOVE Worth? How does LOVE Work? Who do you LOVE?: Who do you LOVE? Howard Schultz, Chairman: Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Howard Schultz, Chairman: Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Starbuck’s Facts: Starbuck’s Facts Founded 1971, Seattle’s Pike’s Fish Market Over 10,000 locations worldwide Over 33 million customers PER WEEK $10,000 IPO investment (1992) is worth $587,264 today (Annual Return of 412%) Howard Schultz - $487 Million in stock alone Slide7: What is LOVE? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference loy al ty n.: loy al ty n. A feeling of devoted attachment and affection Source: dictionary.com loy al ty n.: loy al ty n. Prefer your company Spend more (frequency/duration) Provide customer referrals 'TOP BOX' in 3 key survey questions: Rate your overall experience Will you come back? Will you recommend us to a friend? Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Source: American Society for Quality pain n.: pain n. Suffering or distress Often fail to meet customer expectations Sometimes we are unhappy, but we can’t leave… Source: dictionary.com Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Source: American Society for Quality sat is fac tion n.: sat is fac tion n. The fulfillment of a need Generally meet customer expectations Source: dictionary.com What is LOVE Worth?: What is LOVE Worth? _______ of all customers who left for a competitor report being SATISFIED with the previous company… Source: Harvard Business Review What is LOVE Worth?: What is LOVE Worth? of customers leave due to… An attitude of indifference from just 1 employee Source: U.S. News andamp; World Report Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality de light n.: de light n. Great pleasure; joy 'Positive surprise' Exceed customer expectations – 1 time Source: dictionary.com Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality The Impact of Love: The Impact of Love Pain Delight Satisfaction Quit Hostages Terrorists COST $$ Buy until… Demanding Not Advocates Some Value Buy Often Spend More Tell Friends HUGE $$ love n.: love n. A deep feeling of affection A feeling of intense desire and attraction Consistently exceed customer expectations Source: dictionary.com loy al ty n.: loy al ty n. A feeling of devoted attachment and affection Source: dictionary.com Slide22: What is LOVE Worth? PTLA Annual Conference What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? $88,400 Slide30: How Does LOVE Work? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Reality Trip: Reality Trip Slide32: One Cool Formula V = Value Delivery D - Expectations E . Slide33: One Cool Formula = 5 0.5 10 Slide34: One Cool Formula = 10 2.0 5 LOVE Requires: LOVE Requires Vision Commitment A System Building a LOVE System: Building a LOVE System Discover Really know your guests Who are they? How Loyal are they? What do they LOVE? What causes Pain? Building a LOVE System: Building a LOVE System Discover Develop Products (and Services) People Job fit? Training and Development Performance management system Processes How does it feel? 'Smart' efficiency Building a LOVE System: Building a LOVE System Discover Deliver Develop Connect with the Guest Deliver Value Close in a Legendary Way Slide39: LOVE All You Need is Remember… PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Thank You! Please visit us in the exhibit hall… You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
love not leave UpBeat Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 1002 Category: Entertainment License: All Rights Reserved Like it (1) Dislike it (2) Added: June 17, 2007 This Presentation is Public Favorites: 1 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript Slide1: LOVE Us… Make Guests Not LEAVE Us PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Today’s Agenda: Today’s Agenda What is LOVE? What is LOVE Worth? How does LOVE Work? Who do you LOVE?: Who do you LOVE? Howard Schultz, Chairman: Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Howard Schultz, Chairman: Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Starbuck’s Facts: Starbuck’s Facts Founded 1971, Seattle’s Pike’s Fish Market Over 10,000 locations worldwide Over 33 million customers PER WEEK $10,000 IPO investment (1992) is worth $587,264 today (Annual Return of 412%) Howard Schultz - $487 Million in stock alone Slide7: What is LOVE? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference loy al ty n.: loy al ty n. A feeling of devoted attachment and affection Source: dictionary.com loy al ty n.: loy al ty n. Prefer your company Spend more (frequency/duration) Provide customer referrals 'TOP BOX' in 3 key survey questions: Rate your overall experience Will you come back? Will you recommend us to a friend? Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Source: American Society for Quality pain n.: pain n. Suffering or distress Often fail to meet customer expectations Sometimes we are unhappy, but we can’t leave… Source: dictionary.com Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Source: American Society for Quality sat is fac tion n.: sat is fac tion n. The fulfillment of a need Generally meet customer expectations Source: dictionary.com What is LOVE Worth?: What is LOVE Worth? _______ of all customers who left for a competitor report being SATISFIED with the previous company… Source: Harvard Business Review What is LOVE Worth?: What is LOVE Worth? of customers leave due to… An attitude of indifference from just 1 employee Source: U.S. News andamp; World Report Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality de light n.: de light n. Great pleasure; joy 'Positive surprise' Exceed customer expectations – 1 time Source: dictionary.com Customer Experience Zones: Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality The Impact of Love: The Impact of Love Pain Delight Satisfaction Quit Hostages Terrorists COST $$ Buy until… Demanding Not Advocates Some Value Buy Often Spend More Tell Friends HUGE $$ love n.: love n. A deep feeling of affection A feeling of intense desire and attraction Consistently exceed customer expectations Source: dictionary.com loy al ty n.: loy al ty n. A feeling of devoted attachment and affection Source: dictionary.com Slide22: What is LOVE Worth? PTLA Annual Conference What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? What is LOVE Worth?: What is LOVE Worth? $88,400 Slide30: How Does LOVE Work? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Reality Trip: Reality Trip Slide32: One Cool Formula V = Value Delivery D - Expectations E . Slide33: One Cool Formula = 5 0.5 10 Slide34: One Cool Formula = 10 2.0 5 LOVE Requires: LOVE Requires Vision Commitment A System Building a LOVE System: Building a LOVE System Discover Really know your guests Who are they? How Loyal are they? What do they LOVE? What causes Pain? Building a LOVE System: Building a LOVE System Discover Develop Products (and Services) People Job fit? Training and Development Performance management system Processes How does it feel? 'Smart' efficiency Building a LOVE System: Building a LOVE System Discover Deliver Develop Connect with the Guest Deliver Value Close in a Legendary Way Slide39: LOVE All You Need is Remember… PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Thank You! Please visit us in the exhibit hall…