Service $ Customer Care

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Presentation Description

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

Comments

By: andyhanselman (106 month(s) ago)

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 (107 month(s) ago)

Superb Presentation , Great insight !!!

By: drsushant (111 month(s) ago)

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

By: deese (116 month(s) ago)

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

Presentation Transcript

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 .

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