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Developing Loyal Customer Internal and External Pablo J. Perez Executive and Corporate Team Coach. A(SK + G) = PBC  IP. but it’s pretty darn close. Attitude isn’t everything. Customer Service is not a Department Is an Attitude.

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Developing Loyal Customer Internal and External Pablo J. Perez Executive and Corporate Team Coach

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Attitude isn t everything

Developing Loyal Customer

Internal and External

Pablo J. Perez

Executive and Corporate Team Coach


Attitude isn t everything

A(SK + G) = PBC  IP


Attitude isn t everything

but it’s pretty

darn close

Attitude isn’t everything


Customer service is not a department is an attitude

Customer Service is not a Department

Is an Attitude


The function of business is to attract and maintain customers

“The function of business is to attract and maintain customers.”

– Peter Drucker


Attitude isn t everything

Customer Service

Products and Services

JOY


Attitude isn t everything

Federal Government Research

Why customers stop doing business with a company?

  • 3% move away.

  • 5% develop friendships or business alliances with other companies.

  • 9% go out of business.

  • 14% leave because of quality issues.

  • The other 68% didn't like the way they were treated.


People don t quit organization they quit bosses

People don’t quit organizationthey quit BOSSES!


Have you ever washed a rental car

HAVE YOU EVER WASHED A RENTAL CAR?


Attitude isn t everything

Human Business Model

Business Level

Human Level


Attitude isn t everything

Listening

You

Ear

Eyes

Undivided Attention

Heart


2 measurements

2 Measurements

C

Customer Satisfaction

Customer Loyalty

“I expected…I got it”

“I got more than I expected”


Perceived value

Perceived Value

Defined by your customers


Every service point is critical

Every Service Point is Critical

Points of Connection

- Creating an Emotional Tie

On-Time Delivery

Free Shipping

Error Free

High Quality

Personal Technical Service

24-Hour Response Time


Points of connection

Points of Connection

  • Emotional Connection

VS. VS. VS.


Attitude isn t everything

  • Parking

  • Checking in

  • Locating your room

  • Examining your room

  • Wireless access

  • Examining the bathroom

  • Comfort of the bed


Managing poc

Managing POC

  • Identify the POC

  • Understand what value your customer desire from each POC

  • If there is a disconnect  Develop your employees and improve processes to fill the GAP.


Why do you want loyal customers

Why Do You Want Loyal Customers?

  • ?

  • ?

  • ?

  • ?


New business model

New Business Model

  • Revenue and Market Share Increase

  • Employee Retention Increase

  • Profits Increase

  • Costs Shrink


What is a loyal customer worth

What is a Loyal Customer Worth?


Example retail industry

Example: Retail Industry


How likely is it that you would recommend us to a friend

How Likely is it That You Would Recommend Us to a Friend?

  • Customer Loyalty Score

    • Loyal Customers9 - 10

    • Neutralizers7 - 8

    • Diminishers0 - 6


Customer loyalty score

Customer Loyalty Score

Customer Loyalty Score is calculated by:


Employee loyalty score

Employee Loyalty Score

Employee Loyalty Score is calculated by:


Attitude isn t everything

The story of Johnny the Bagger


Attitude isn t everything

Tell me your stories

Pablo J. Perez

E-mail: pjperez@activategroupinc.com

Blog: http://www.totalexcel.blogspot.com/

Office: (305) 722-7215

Mobile: (305) 495-6851


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