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

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

  2. A(SK + G) = PBC  IP

  3. but it’s pretty darn close Attitude isn’t everything

  4. Customer Service is not a Department Is an Attitude

  5. “The function of business is to attract and maintain customers.” – Peter Drucker

  6. Customer Service Products and Services JOY

  7. 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.

  8. People don’t quit organizationthey quit BOSSES!

  9. HAVE YOU EVER WASHED A RENTAL CAR?

  10. Human Business Model Business Level Human Level

  11. Listening You Ear Eyes Undivided Attention Heart

  12. 2 Measurements C Customer Satisfaction Customer Loyalty “I expected…I got it” “I got more than I expected”

  13. Perceived Value Defined by your customers

  14. 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

  15. Points of Connection • Emotional Connection VS. VS. VS.

  16. Parking • Checking in • Locating your room • Examining your room • Wireless access • Examining the bathroom • Comfort of the bed

  17. 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.

  18. Why Do You Want Loyal Customers? • ? • ? • ? • ?

  19. New Business Model • Revenue and Market Share Increase • Employee Retention Increase • Profits Increase • Costs Shrink

  20. What is a Loyal Customer Worth?

  21. Example: Retail Industry

  22. 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

  23. Customer Loyalty Score Customer Loyalty Score is calculated by:

  24. Employee Loyalty Score Employee Loyalty Score is calculated by:

  25. The story of Johnny the Bagger

  26. 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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