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September 18, 2012 PowerPoint Presentation
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September 18, 2012

September 18, 2012

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September 18, 2012

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Presentation Transcript

  1. September 18, 2012

  2. Thank you for

  3. Proven Customer Service Strategies Creating Advocacy by Mark J. Novota

  4. So, what does this mean to our businesses?

  5. 2 Critical Needs

  6. Empower your people

  7. Do whatever it takes to please your customer

  8. When the world says, “Give UP” Hope Whispers, “Try it onemoretime”

  9. Customization is the key to greatness

  10. How do we Go About Doing this?

  11. Pay close attention to detail

  12. Understand Value

  13. Stand out from the crowd

  14. Be a warrior Do whatever it takes

  15. Find Out WHAT THE CUSTOMER REALLY WANTS

  16. 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

  17. Rock Stars on a Bus What does the Customer really want?

  18. Make an emotional connection

  19. Innovation is also key What are some examples of this?

  20. Be unpredictable

  21. Creating advocacy 1. • Should be your • number one objective

  22. So, what is advocacy?

  23. Learn to spotdisappointment

  24. Recover Recover Recover

  25. So, why is all this so important?

  26. 91%

  27. of dissatisfied customers will never purchase anything from you again

  28. 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’

  29. Only

  30. 04%

  31. will report their problem

  32. 92%

  33. prefer word of mouth referrals

  34. 5 x • A customer who has a positive experience or has a complaint resolved positively will tell up to 5 people

  35. What causes customers to leave?