Uab idiomes customer service gener 2012

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UABIdiomes

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[object Object],[object Object],[object Object],[object Object],What is the biggest reason businesses lose customers?

[object Object],[object Object],[object Object],[object Object],What percentage of customers who leave/change are “satisfied”?

[object Object],[object Object],[object Object],[object Object],How many dissatisfied customers do not complain to you about bad service?

[object Object],[object Object],[object Object],[object Object],What percentage of customers who complain return to a business?

[object Object],[object Object],[object Object],[object Object],What percentage of our Onsite customers repeat business?

[object Object],[object Object],[object Object],[object Object],What percentage of new Onsite customers are recommended?

[object Object],[object Object],[object Object],[object Object],Getting a new customer is …. times more expensive (and difficult) than keeping a customer.

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Which means….

[object Object],[object Object],OK , but for teachers??

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Definitions

Definitions ,[object Object],[object Object],[object Object],[object Object]

Service ,[object Object],[object Object],[object Object],[object Object]

The Customer Experience ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Customer Journey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Journey Potential Current Ex Current Aware Know Consider Choose Try Evaluate Advocate

The Customer Journey ,[object Object],[object Object],[object Object]

Discussion ,[object Object],[object Object],[object Object]

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