Slide 1:how to create ‘devoted’ customers a practical guide by Nathan Ronen MBA ACMS- ALBANIA


Slide 2:UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”


Slide 3:‘devoted’ customers?


Slide 4:not ‘satisfied’ customers


Slide 5:not even ‘delighted’ customers


Slide 6:why?


Slide 7:86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’


Slide 8:so


Slide 9:forget ‘satisfaction’ think ‘devotion’


Slide 10:some customers have


Slide 11:high expectations


Slide 12:some customers have


Slide 13:low expectations


Slide 14:all customers either have


Slide 15:a ‘great’ experience


Slide 16:or


Slide 17:a ‘poor’ experience


Slide 18:look at it like this


Slide 19:high expectations low expectations a ‘poor’ experience a ‘great’ experience


Slide 20:high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘delighted’


Slide 21:‘delighted’ customers


Slide 22:are surprised by the level of service you provide


Slide 23:are surprised by the level of service you provide ( positively surprised please!)


Slide 24:so


Slide 25:‘delighting’ customers is ‘a good start’


Slide 26:but


Slide 27:with time


Slide 28:expectations will rise


Slide 29:(which is a good thing)


Slide 30:the challenge is to consistently deliver


Slide 31:a ‘great’ experience


Slide 32:high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’


Slide 33:why?


Slide 34:‘devoted’ customers


Slide 35:stick with you


Slide 36:spend more


Slide 37:shout about you to others


Slide 38:the goal therefore is to create


Slide 39:‘devoted’ customers


Slide 40:how?


Slide 41:“ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe


Slide 42:so


Slide 43:give your customers a damn good listening to give your customers ‘a damn good listening to’


Slide 44:44% of consumers say the majority of their customer experiences are bland


Slide 45:so


Slide 46:stand in your own queues


Slide 47:identify your barriers to giving a great experience


Slide 48:“in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP


Slide 49:so


Slide 50:think 3D


Slide 51:dramatically and demonstrably different be


Slide 52:it’s an ongoing process


Slide 53:be an ‘enemy of the status quo’


Slide 54:aim for


Slide 55:this


Slide 56:high expectations low expectations a ‘poor’ experience a ‘great’ experience


Slide 57:high expectations low expectations a ‘poor’ experience a ‘great’ experience


Slide 58:so


Slide 59:raise the bar


Slide 60:“stand out” and deliver consistently


Slide 61:it’s not easy


Slide 62:occasionally customers will have


Slide 63:a ‘poor’ experience


Slide 64:high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disappointed’


Slide 65:so


Slide 66:spot ‘disappointment’


Slide 67:ask


were you completely happy with our service? :were you completely happy with our service?


Slide 69:act and


Slide 70:get back


Slide 71:this to


Slide 72:high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’


Slide 73:this not


Slide 74:high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disaffected’


“executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010” :“executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010” Economist Intelligence Unit – Business 2010


Slide 76:so


Slide 77:go for ‘delighted’


Slide 78: aim for ‘devoted’


Slide 79:spot ‘disappointed’


Slide 80:avoid ‘disaffected’


Slide 81:creating ‘devoted’ customers


Slide 82:means taking action, not notes


Slide 83:so


Slide 84:don’t just stand there….. do something! dick dastardly


Slide 85:NEED TRAINING ON CUSTOMER SERVICE ? CALL US .