Service $ Customer Care

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Category: Business & Fin..

Presentation Description

How to make you customers devoted to your business . how best to create long term relation?

Comments

By: andyhanselman (15 month(s) ago) Private Comment

THIS IS A COMPLETE RIP OFF OF MY PRESENTATION THAT YOU WILL FIND ON SLIDESHARE - I PUT IT UP THERE 4 YEARS AGO - ALL THIS GUY HAS DONE IS CHANGE THE FRONT AND LAST SLIDE AND PUT HIS NAME ON I
T!!!!! http://www.slideshare.net/andyhanselman/how-to-create-devoted-customers THANK YOU! ANDY HANSELMAN

By: isomarmaiq (15 month(s) ago) Private Comment

Superb Presentation , Great insight !!!

By: drsushant (20 month(s) ago) Private Comment

beautiful insight in to the mind of customer , can you please send it to my email: sush_dentist@rediffmail.com

By: deese (24 month(s) ago) Private Comment

I love this PPT, great insight! Would you mind sending it to me? fjdonuts@hotmail.com

Presentation Transcript

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

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

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‘devoted’ customers?

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not ‘satisfied’ customers

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not even ‘delighted’ customers

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why?

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

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forget ‘satisfaction’ think ‘devotion’

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some customers have

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high expectations

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some customers have

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low expectations

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all customers either have

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a ‘great’ experience

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a ‘poor’ experience

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look at it like this

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high expectations low expectations a ‘poor’ experience a ‘great’ experience

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high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘delighted’

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‘delighted’ customers

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are surprised by the level of service you provide

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

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‘delighting’ customers is ‘a good start’

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but

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with time

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expectations will rise

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(which is a good thing)

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the challenge is to consistently deliver

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a ‘great’ experience

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high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’

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why?

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‘devoted’ customers

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stick with you

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spend more

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shout about you to others

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the goal therefore is to create

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‘devoted’ customers

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how?

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“ 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

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give your customers a damn good listening to give your customers ‘a damn good listening to’

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

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stand in your own queues

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identify your barriers to giving a great experience

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

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think 3D

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dramatically and demonstrably different be

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it’s an ongoing process

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be an ‘enemy of the status quo’

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aim for

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this

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high expectations low expectations a ‘poor’ experience a ‘great’ experience

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high expectations low expectations a ‘poor’ experience a ‘great’ experience

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raise the bar

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“stand out” and deliver consistently

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it’s not easy

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occasionally customers will have

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a ‘poor’ experience

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high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disappointed’

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spot ‘disappointment’

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ask

were you completely happy with our service? :

were you completely happy with our service?

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act and

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get back

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this to

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high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’

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this not

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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

Service $ Customer Care

Presentation Description

Comments

Presentation Transcript

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were you completely happy with our service? :

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

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