From Frustrated Foes to Staunch Advocates: How to Make Your Customers Love You

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This one-hour webinar explores the powerful impact of customers and the positive impact of delighted customers, introducing five strategies to build customer loyalty.

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From Frustrated Foes to Staunch Advocates: How to Make Your Customers Love You

  1. 1. © 2013 NetSpeed Learning Solutions. All rights reserved. 1From Frustrated Foesto Staunch AdvocatesHow to Make Your Customers Love YouMay 16, 2013
  2. 2. © 2013 NetSpeed Learning Solutions. All rights reserved. 2Webinar Objectives• Five techniques to build customer loyalty basedon customer needs• The four actions taken by angrycustomers and how to avoid them• Why you must value and attend to yourangry, complaining customers• How Blazing Service can help yourcustomer service teams transform foesto advocates
  3. 3. © 2013 NetSpeed Learning Solutions. All rights reserved. 3About Cynthia Clay• 25+ years of experience• Co-author of Peer Power:Transforming WorkplaceRelationships• Created Blazing Service todevelop the skills of customerservice providers
  4. 4. © 2013 NetSpeed Learning Solutions. All rights reserved. 4Tweet#customerservice
  5. 5. © 2013 NetSpeed Learning Solutions. All rights reserved. 5Opening PollWhat statement best describes customerservice in your organization?
  6. 6. © 2013 NetSpeed Learning Solutions. All rights reserved. 6Who is This Man?
  7. 7. © 2013 NetSpeed Learning Solutions. All rights reserved. 7David Carroll“It was reported that my videos impacted UnitedAirlines stock price by 10% and in the eyes ofsome, the UA brand will be forever associatedwith those songs.”
  8. 8. © 2013 NetSpeed Learning Solutions. All rights reserved. 8Customer LoyaltyWhat are the chances that Carroll isstill flying United Airlines?0%18% of customers with resolvedissues made repeat purchases ofthe same product.Source: Retail Consumer Report (June 2011)
  9. 9. © 2013 NetSpeed Learning Solutions. All rights reserved. 9Trader Joe’s
  10. 10. © 2013 NetSpeed Learning Solutions. All rights reserved. 10ChatWhy would a customer sing yourcompany’s praises?
  11. 11. © 2013 NetSpeed Learning Solutions. All rights reserved. 11Customer ExperienceIn a 2012 report by ForresterResearch:• Only 37% of brands receivedGood or Excellent customerservice index scores.• 63% were rated OK, Poor, orVery Poor.
  12. 12. © 2013 NetSpeed Learning Solutions. All rights reserved. 12Chat: Customer NeedsWhat do customers want?
  13. 13. © 2013 NetSpeed Learning Solutions. All rights reserved. 13Customer NeedsCustomers want to:• Be respected• Have your attention• Be recognized and appreciated• Feel understood• Resolve the problem
  14. 14. © 2013 NetSpeed Learning Solutions. All rights reserved. 14ChatHow can you meet your customers’ needs?RespectAttentionRecognitionUnderstandingResolution
  15. 15. © 2013 NetSpeed Learning Solutions. All rights reserved. 15Developing Staunch Advocates
  16. 16. © 2013 NetSpeed Learning Solutions. All rights reserved. 16Developing Staunch AdvocatesWhat is the most importantcriteria in the selection process?
  17. 17. © 2013 NetSpeed Learning Solutions. All rights reserved. 17Developing Staunch AdvocatesWhat must customer serviceproviders learn to do?
  18. 18. © 2013 NetSpeed Learning Solutions. All rights reserved. 18Developing Staunch AdvocatesWhat should they be empoweredto do?
  19. 19. © 2013 NetSpeed Learning Solutions. All rights reserved. 19Dissatisfied CustomersReflect: What do dissatisfiedcustomers do?
  20. 20. © 2013 NetSpeed Learning Solutions. All rights reserved. 20Dissatisfied CustomersThey switch to yourcompetitors!Quietly and passively.
  21. 21. © 2013 NetSpeed Learning Solutions. All rights reserved. 21Angry CustomersReflection: What do angrycustomers do?Hint: It’s active and loud.
  22. 22. © 2013 NetSpeed Learning Solutions. All rights reserved. 22Angry CustomersComplainto youTellothersSeekrevengeSwitch tocompetitors
  23. 23. © 2013 NetSpeed Learning Solutions. All rights reserved. 23Best Opportunity?Complainto youTellothersSeekrevengeSwitch tocompetitors
  24. 24. © 2013 NetSpeed Learning Solutions. All rights reserved. 24What Must Happen?Complainto youTellothersSeekrevengeSwitch tocompetitorsHow can you turn those frustrated foes tostaunch advocates?
  25. 25. © 2013 NetSpeed Learning Solutions. All rights reserved. 25Five Strategies1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.
  26. 26. © 2013 NetSpeed Learning Solutions. All rights reserved. 26Success Story1. Listen and empathize.2. Acknowledge the problem.3. Respond quickly.4. Fix it (solve it).5. Get back to them.
  27. 27. © 2013 NetSpeed Learning Solutions. All rights reserved. 27Developing Staunch Advocates
  28. 28. © 2013 NetSpeed Learning Solutions. All rights reserved. 28Blazing Service• A dynamic, interactive training program• Instructor-led instruction blended withweb-based reinforcement tools• Inspires the personal qualities andpractical skills that makeexceptional customer serviceproviders
  29. 29. © 2013 NetSpeed Learning Solutions. All rights reserved. 29Blazing Service Program• 6 two-hour classroom modules (face-to-faceor virtual)• Post-class reinforcement tools (online)• Combined with social media tools onNetSpeed Fast Tracks™ (online)
  30. 30. © 2013 NetSpeed Learning Solutions. All rights reserved. 30Delivery Options• Certify your trainers to deliver the program• Bring in our certified trainers to deliverworkshops• Offer virtual or face-to-face workshops
  31. 31. © 2013 NetSpeed Learning Solutions. All rights reserved. 31Online ReinforcementEasy to use web-based tools:Blazing Service E-zine™Blazing Service At Work™Blazing Coach™Blazing Service Administrator™Built-in Level II and Level III assessment toolsThird Party Evaluation
  32. 32. © 2013 NetSpeed Learning Solutions. All rights reserved. 32Modules• Blazing the Service Path• Thinking Like Your Customer• Winning Customer Hearts andMinds• Solving Customer Problems• Handling the Heat• Fixing the Systems
  33. 33. © 2013 NetSpeed Learning Solutions. All rights reserved. 33Blazing the Service Path33To introduce you to Blazing Service.To help you identify and cultivate thepersonal qualities and the practicalelements that make a great BlazingService provider.© 2013 Clay & Associates Inc.
  34. 34. © 2013 NetSpeed Learning Solutions. All rights reserved. 34Thinking Like Your CustomerTo help you develop and maintaincustomer loyalty to your organization.© 2013 Clay & Associates Inc.34
  35. 35. © 2013 NetSpeed Learning Solutions. All rights reserved. 35Winning Customer Hearts and Minds• To empathize with customers• To see their wants and needsthrough their eyesTo develop your ability:35
  36. 36. © 2013 NetSpeed Learning Solutions. All rights reserved. 36Solving Customer ProblemsTo develop the skills to “own” customerproblems and resolve customer issues.36© 2013 Clay & Associates Inc.
  37. 37. © 2013 NetSpeed Learning Solutions. All rights reserved. 37Handling the HeatTo help you defuse eruptions—angrycustomers—and transform theSmoldering Service Experience into theBlazing Service Experience.37© 2013 Clay & Associates Inc.
  38. 38. © 2013 NetSpeed Learning Solutions. All rights reserved. 38Fixing the SystemsTo help you communicate concernsconstructively and recommend systemimprovements effectively.38© 2013 Clay & Associates Inc.
  39. 39. © 2013 NetSpeed Learning Solutions. All rights reserved. 39NetSpeed Learning Center
  40. 40. © 2013 NetSpeed Learning Solutions. All rights reserved. 40Electronic Magazine
  41. 41. © 2013 NetSpeed Learning Solutions. All rights reserved. 41Blazing Service At Work™
  42. 42. © 2013 NetSpeed Learning Solutions. All rights reserved. 42Blazing Service At Work™
  43. 43. © 2013 NetSpeed Learning Solutions. All rights reserved. 43Blazing Coach™
  44. 44. © 2013 NetSpeed Learning Solutions. All rights reserved. 44Blazing Coach™
  45. 45. © 2013 NetSpeed Learning Solutions. All rights reserved. 45Personal Coach
  46. 46. 46© 2013 NetSpeed Learning Solutions. All rights reserved.Individual Impact
  47. 47. 47© 2013 NetSpeed Learning Solutions. All rights reserved.Manager’s Observations
  48. 48. © 2013 NetSpeed Learning Solutions. All rights reserved. 48ActionsWhat is one action you intend to takeas a result of this webinar?
  49. 49. © 2013 NetSpeed Learning Solutions. All rights reserved. 49Complete the Survey• Download previews of two Blazing Servicemodules• Receive a 20% discount on Blazing Serviceprograms purchased by August 31, 2013.
  50. 50. © 2013 NetSpeed Learning Solutions. All rights reserved. 50Walt DisneyDo what you do so well that they will want tosee it again and bring their friends.
  51. 51. 51Thank You!

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