Proven Customer Service Strategies Creating Advocacy by Mark J. Novota
2 Critical Needs
Do whatever it takes to please your customer
When the world says, “Give UP” Hope Whispers, “Try it onemoretime”
Customization is the key to greatness
How do we Go About Doing this?
Pay close attention to detail
Be a warrior Do whatever it takes
Find Out WHAT THE CUSTOMER REALLY WANTS
Customer disconnections Compelling Experience Personal Focus Reciprocal Loyalty Differentiation Coordination Innovation Customer Service Product Focus Endless Prospecting Sameness Confusion Status Quo What Customers Really Want What Business Supplies
Rock Stars on a Bus What does the Customer really want?
Innovation is also key What are some examples of this?
Creating advocacy 1. • Should be your • number one objective
Recover Recover Recover
So, why is all this so important?
of dissatisfied customers will never purchase anything from you again
86 • The average customer who has a problem will tell 10 people about it and 1 out of 8 of those people retell the experience to 20 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’
5 x • A customer who has a positive experience or has a complaint resolved positively will tell up to 5 people