How To Create Devoted Customers

how to create ‘devoted’ customers a practical guide by andy hanselman

UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”

‘ devoted’ customers?

not ‘satisfied’ customers

not even ‘delighted’ customers

86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’

forget ‘satisfaction’ think ‘devotion’

some customers have

high expectations

some customers have

low expectations

all customers either have

a ‘great’ experience

a ‘poor’ experience

look at it like this

high expectations low expectations a ‘poor’ experience a ‘great’ experience

high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ delighted’

‘ delighted’ customers

are surprised by the level of service you provide

are surprised by the level of service you provide ( positively surprised please!)

‘ delighting’ customers is ‘a good start’

with time

expectations will rise

(which is a good thing)

the challenge is to consistently deliver

a ‘great’ experience

high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ devoted’

‘ devoted’ customers

stick with you

spend more

shout about you to others

the goal therefore is to create

‘ devoted’ customers

“ 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

give your customers a damn good listening to give your customers ‘a damn good listening to ’

44% of consumers say the majority of their customer experiences are bland

stand in your own queues

identify your barriers to giving a great experience

“ in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP

think 3D

d ramatically and d emonstrably d ifferent be

it’s an ongoing process

be an ‘ enemy of the status quo ’

aim for

high expectations low expectations a ‘poor’ experience a ‘great’ experience

raise the bar

“ stand out” and deliver consistently

it’s not easy

occasionally customers will have

a ‘poor’ experience

high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ disappointed’

spot ‘disappointment’

were you completely happy with our service?

act and

get back

this to

high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ devoted’

this not

high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ disaffected’

“ 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

go for ‘delighted’

aim for ‘devoted’

spot ‘disappointed’

avoid ‘disaffected’

creating ‘ devoted ’ customers

means taking action, not notes

don’t just stand there….. do something! dick dastardly

andy hanselman is one of the uk’s leading experts in business competitiveness. he writes, consults and speaks on issues that help organisations maximise their competitive advantage, their customer relationships and their competence. you can find out more at www.andyhanselman.com you can email him at [email_address] andy hanselman consulting sheffield technology park 60 shirland lane sheffield s9 3sp uk telephone: +44 114 243 4666

http://1001waystowowyourcustomers.blogspot.com	2028
http://loquelediga.com	730
http://www.conseilsmarketing.fr	253
http://www.enterpriseleaders.com	211
https://www.ihgmerlinleaderslounge.com	207
http://www.entrepreneurmag.co.za	133
http://lo-q-le-diga-es-mentira.blogspot.com	124
http://gastonzarlenga.blogspot.com	110
http://www.slideshare.net	108
http://callcenterlink.wordpress.com	71
http://www.scoop.it	54
http://www.highperformancegrowth.co.uk	52
http://www.getswyft.com	52
http://www.wteche.eu	42
http://1001waystowowyourcustomers.blogspot.ca	33
http://audrius-mrnice.blogspot.com	31
http://refresher.com	31
http://marketingfinanzas.wordpress.com	30
http://www.andyhanselman.com	29
http://1001waystowowyourcustomers.blogspot.com.au	29
http://1001waystowowyourcustomers.blogspot.in	28
http://zoomerang.wordpress.com	27
http://jesushoyos.typepad.com	26
http://shgww.com	24
http://akhmadguntar.com	23
http://powerpointdesign.pbwiki.com	22
http://www.phildourado.com	22
http://www.mass.com.co	22
http://www.jesushoyos.typepad.com	17
http://johnnylyle.co.uk	16
http://blog.freshnetworks.com	15
http://www.servicechecknl.com	13
http://www.chainconnection.nl	12
http://1001waystowowyourcustomers.blogspot.co.uk	12
http://whencustomersrule.blogspot.com	12
http://melodythacker.com	11
http://lo-q-le-diga-es-mentira.blogspot.mx	10
http://translate.googleusercontent.com	9
http://blog.futurelab.net	9
http://wildfire.gigya.com	9
http://www.siamenglish.com	9
http://www.futurelab.net	8
http://sffama.ning.com	8
http://www.conseilsmarketing.com	8
http://www.arandomjog.com	7
http://restaurantworx.com	7
http://buildingbetterrestaurants.com	7
http://zoomerangblog.com	6
http://wteche.eu	5
http://1001waystowowyourcustomers.blogspot.co.nz	5
http://paroladibaro.blogspot.com	5

How To Create Devoted Customers

by Andy Hanselman on Jul 16, 2007

Accessibility

Categories

Tags

Upload Details

Usage Rights

105 Embeds 4,851

Statistics

How To Create Devoted Customers — Presentation Transcript