Developing Loyal Customer
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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



Attitude isn t everything

but it’s pretty

darn close

Attitude isn’t everything



The function of business is to attract and maintain customers

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

– Peter Drucker


Customer Service

Products and Services

JOY


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.




Human Business Model

Business Level

Human Level


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.


  • 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.



New business model
New Business Model

  • Revenue and Market Share Increase

  • Employee Retention Increase

  • Profits Increase

  • Costs Shrink




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 Customers 9 - 10

    • Neutralizers 7 - 8

    • Diminishers 0 - 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:



Tell me your stories

Pablo J. Perez

E-mail: [email protected]

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

Office: (305) 722-7215

Mobile: (305) 495-6851


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