1. September 18, 2012

2. Thank you for

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

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

9. 2 Critical Needs

12. Empower your people

14. Do whatever it takes to please your customer

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

16. Customization is the key to greatness

17. How do we Go About Doing this?

20. Pay close attention to detail

21. Understand Value

22. Stand out from the crowd

23. Be a warrior Do whatever it takes

24. Find Out WHAT THE CUSTOMER REALLY WANTS

25. 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

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

27. Make an emotional connection

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

29. Be unpredictable

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

32. So, what is advocacy?

36. Learn to spotdisappointment

37. Recover Recover Recover

39. So, why is all this so important?

40. 91%

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

42. 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’

44. Only

45. 04%

46. will report their problem

47. 92%

48. prefer word of mouth referrals

49. 5 x • A customer who has a positive experience or has a complaint resolved positively will tell up to 5 people

50. What causes customers to leave?