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Turn Your Customer Experience into Cash with the Customer SMARTS System by Norma Huibregtse of Captivated Customers. Learn the customer experience strategies you need to succeed in this new economy.

Turn Your Customer Experience into Cash with the Customer SMARTS System by Norma Huibregtse of Captivated Customers. Learn the customer experience strategies you need to succeed in this new economy.

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Turn Your Customer Experience into Cash Presentation Presentation Transcript

  • 1.
    • Norma Huibregtse
    • Customer Experience Strategist
    • And Loyalty Lady with Captivated Customers
    Turn Your Customer Experience Into CASH!
  • 2. Customers Won’t Be Ignored
  • 3. A New Attitude
    • 69%
    • less willing to put up with poor
    • Customer Service than a year ago
    • Source: Wakefield Study 2009
  • 4. 1976 Movie Classic
  • 5. Customer Service Experience
    • 80% of Business Executives believe they deliver a superior customer service experience
    • Only 8% of Customers Agree
    Source: Bain & Company
  • 6. Your Customer Service? 5 Star WOW ARE YOU KIDDING ME? EXCELLENT NEEDS HELP
  • 7. Never Let Your Customers…
  • 8. Customer Service is a Profit Center
  • 9. Emphasize SERVICE Lower Prices SERVICE Source: National Federation of Independent Business
  • 10. Challenges We Face Higher Customer Expectations Gap in Service Delivery
  • 11. Customer S.M.A.R.T.S ™ System CS Plan Culture WOM Marketing Customer Loyalty Conversation Staff & Train Customer S.M.A.R.T.S.
  • 12.
    • Wikipedia:
    • “ A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
    •  
    • Ken Blanchard in his book Raving Fans:
    • “ Good customer service means looking after every whim of the customer but only within the window you have defined as your particular customer service product.”
    •  
    Customer Service Definitions
  • 13. Our Definition
    • An Organization’s ability to consistently meet the perceived needs and wants of their customers and delight them in the process.
  • 14. My Service Passion
  • 15. Customer S.M.A.R.T.S. S trategize with a Customer Service Plan M aster a Customer Service Culture A ccelerate Word of Mouth Marketing R aise Customers up Loyalty Ladder T urn up the Customer Conversation S taff and Train for Customer Service
  • 16. S = Strategize with a CS Plan
    • Puts you ahead of the competition
    • Provides direction for your staff
    • Shows your commitment to your customers and staff
  • 17. S = Strategize with a CS Plan
      • Mission, Vision, Values
      • Communication Plan
      • Customer Service Policies
  • 18. M = Master a CS Culture Your Culture is an ASSET
  • 19. M = Master a CS Culture Customer-Centric Culture “ It is placing the customer at the center… focusing on customers rather than sales.” Source: Dictionary.com
  • 20. M = Master a CS Culture Customer Service Plan Management Engagement Employee Engagement Develop a Customer-Centric Culture
  • 21. A = Accelerate WOM Marketing Customers are Your Outside Sales Force
  • 22. A = Accelerate WOM Marketing
    • Raving Fans on average will tell 3-5 people about their positive experience.
  • 23. A = Accelerate WOM Marketing
    • Publicists
    • Passivists
    • Punishers
    • Source: Adapted from The Ultimate Question by Fred Reichheld
  • 24. A = Accelerate WOM Marketing Publicists Raving Fans Advocates
  • 25. A = Accelerate WOM Marketing
    • Passivists
  • 26. A = Accelerate WOM Marketing
    • Punishers
  • 27. A = Accelerate WOM Marketing Keep Publicists Happy Convert Passivists Reduce Punishers
  • 28. R = Raise Customers up Loyalty Ladder
    • A 5 % increase in customer retention can increase profitability
    • by 75 %
    • Source: Bain & Company
  • 29. R = Raise Customers up Loyalty Ladder Customer Loyalty Equation
  • 30. Customers Want Magic
  • 31. Customers Want Value MSN POLL
  • 32. Customers Want Relationships First Impressions 68% of your Customers leave you because they feel poorly treated Source: TARP
  • 33. T =Turn Up the Customer Conversation Dave Carroll on YouTube
  • 34. T =Turn Up the Customer Conversation
    • Social Media is the new Customer Service.
    “… 85% (of social media users) believe a company should not only be present but also interact with its consumers via the medium.” Source: 2008 Cone Study
  • 35. T =Turn Up the Customer Conversation Monitor Customer Sites
  • 36. T =Turn Up the Customer Conversation
    • Customers want to give you
    FEEDBACK
  • 37. T =Turn Up the Customer Conversation
    • Educate through video, publications, in-house events
  • 38. S = Staff and Train CS Ambassadors ASSOCIATES SERVANTS ADVOCATES
  • 39. S = Staff and Train CS Ambassadors “ You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney
  • 40. S = Staff and Train CS Ambassadors Who You Hire Matters!
  • 41. S = Staff and Train CS Ambassadors
    • Train your Staff for Excellence
    • Ongoing
    • Make it fun
    • Recognize your staff
  • 42. Ignite your Passion
  • 43. Questions
  • 44. Remember to… Stay in the Customer Conversation
  • 45. My Contact Information
    • Norma Huibregtse, The Loyalty Lady
    • Captivated Customers
    • Email: [email_address]
    • Learn More: TurnServiceIntoCash.com
    • Phone: (480) 694-6940