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

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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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Presentation Transcript
slide1

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

slide7

Customer Service

Products and Services

JOY

slide8

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.
slide11

Human Business Model

Business Level

Human Level

slide12

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.

slide17
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:

slide28

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