How to-create-devoted-customers
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The document discusses how to create "devoted" customers through providing a consistently great customer experience. It notes that simply satisfying customers is not enough, as many defectors report being satisfied with their previous provider. The goal is to deliver an experience that raises customer expectations over time and keeps them loyal to the brand. This involves actively listening to customers, standing out from competitors, addressing issues quickly when things go wrong, and always striving to improve the customer experience.
How to-create-devoted-customers
- 1. how to create ‘devoted’ customers a CUSTOMER SERVICE experience… For a CISP Customer Relations Staff.
- 2. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”
- 5. not even ‘delighted’ customers
- 6. why?
- 7. 86% of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’
- 8. so
- 13. low expectations
- 14. all customers either have
- 16. or
- 18. look at it like this
- 19. high expectations low expectations a ‘poor’ experience a ‘great’ experience
- 20. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘delighted’
- 22. are surprised by the level of service you provide
- 23. are surprised by the level of service you provide ( positively surprised please!)
- 24. so
- 25. ‘delighting’ customers is ‘a good start’
- 26. but
- 27. with time
- 29. (which is a good thing)
- 30. the challenge is to consistently deliver
- 32. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
- 33. why?
- 35. stickwith you
- 36. spend more
- 38. the goal therefore is to create
- 40. how?
- 41. “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe
- 42. so
- 43. give your customers ‘a damn good listening to’
- 44. 44% of consumers say the majority of their customer experiences are bland
- 45. so
- 46. stand in your own queues
- 48. “in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP
- 49. so
- 50. think 3D
- 52. it’s an ongoing process
- 53. be an ‘enemy of the status quo’
- 54. aimfor
- 55. this
- 56. high expectations low expectations a ‘poor’ experience a ‘great’ experience
- 57. high expectations low expectations a ‘poor’ experience a ‘great’ experience
- 58. so
- 59. raise the bar
- 60. “stand out” and deliver consistently
- 61. it’s not easy
- 62. occasionally customers will have
- 64. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disappointed’
- 65. so
- 67. ask
- 68. were you completely happy with our service?
- 69. act and
- 70. getback
- 71. this to
- 72. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
- 73. this not
- 74. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disaffected’
- 75. “executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010” Economist Intelligence Unit – Business 2010
- 76. so
- 83. so
- 84. don’t just stand there….. do something! dick dastardly