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Client Retention and Proactive Service Recovery in a Buyer’s Market

Client Retention and Proactive Service Recovery in a Buyer’s Market. Speakers Colin Devine of Devine's Worldwide Chauffeur Services Mike Zappone of All Transportation Network Moderator Jason Sharenow of Broadway Elite Worldwide. Client Retention and Proactive Service Recovery.

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Client Retention and Proactive Service Recovery in a Buyer’s Market

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  1. Client Retention and Proactive Service Recovery in a Buyer’s Market Speakers Colin Devine of Devine's Worldwide Chauffeur Services Mike Zappone of All Transportation Network Moderator Jason Sharenowof Broadway Elite Worldwide

  2. Client Retention and Proactive Service Recovery In a buyer’s market

  3. Customer Retention • Customer retention refers to the activities and actions companies and organizations take to reduce the number of customer defections. The goal of customer retention programs is to help companies retain as many customers as possible, often through customer loyalty and brand loyalty initiatives.

  4. Set Expectations BE Realistic Do not promise that every car in 690 cities will be a new Maybach with a chauffeur Who wears a lime green tie—Unless you can pull it off.

  5. We try to be perfect but stuff happens • Anyone Who has been in business long enough knows it’s not if you will mess up, it’s when. The measure of a good company is those that have systems in place to limit the number of mistakes, a learning system to implement new procedures for avoiding replication of mistakes, and a recovery system for when it does go wrong.

  6. Proactive Service Recovery Leads To Customer Delight • ACCOUNTING STAFF CONNECTing THE DOTS DURING TRIP CLOSE-OUT OR BILLING. • reservations STAFF ENTERING OR APPLYING OFFERS WITHOUT CLIENT ASKING. • INCIDENT RECOGNITION solitons BEFORE THEY ASK. • Do not pretend to understand what someone wants: ask them what will make them happy (and be prepared to provide exactly what they ask for).

  7. It’s not business … it is personal! • Talking points: People used to do business with other people, which is no longer true: people do business with technology. It is important for us to make the connection to each client. • Making an effort to connect on a personal level: Get Old-school with snail mail and phone calls. • Leverage Technology, like CRM for important notes from the field driver feedback, CSR conversations, etc…

  8. Client Engagement Bank Knowledge Live & Prompt

  9. Solving Once Complaints are gifts Solutions Caring Must trump failure Show them we care

  10. Rebuilding Trust Back in the car Follow up on personal level Be consistent

  11. Social Media Complaints Acquisition costs Affiliate Vetting Anticipating Vs retention SLA Avoiding Failure

  12. Thank you for joining us! Lunch? Drinks? Yes, please! We’ll have both on the show floor today, starting at 2:00 pm. Don’t forget to use your all-new Show Bucks before they expire tomorrow. It’s literally free money!

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