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how to create‘devoted’customersa practical guide by Nathan Ronen MMBABAACMS- ALBANIA
UK consultant says “forget ‘delighted’customers, start thinking ‘devoted’ customers”
‘devoted’ customers?
not ‘satisfied’ customers
not even ‘delighted’ customers
why?
86% of defectors express satisfaction with the previous supplierfrederick reicheld – ‘the loyalty effect’
so
forget‘satisfaction’think‘devotion’
some customers have
high expectations
some customers have
low expectations
all customers either have
a ‘great’experience
or
a ‘poor’experience
look at itlike this
high expectationslow expectationsa ‘poor’experiencea ‘great’experience
high expectationslow expectationsa ‘poor’experiencea ‘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!)
so
‘delighting’customersis ‘a good start’
but
with time
expectations will rise
(which is agood thing)
the challenge is to consistently deliver
a ‘great’experience
high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘devoted’
why?
‘devoted’ customers
stick with you
spend more
shoutaboutyou toothers
the goal therefore is to create
‘devoted’ customers
how?
“ the more you engage withcustomers the clearer things becomeand the easier it is to determine whatyou should be doing”Joh...
so
give yourcustomers ‘adamn goodlistening to’
44% of consumerssay the majority oftheir customerexperiences arebland
so
stand in your own queues
identifyyourbarriersto givinga great
“in every singleindustrythere is nowovercapacityof production andlack of capacityin terms of people”sir martin sorrell, ch...
so
think 3D
dramatically anddemonstrablydifferentbe
it’s an ongoing process
be an‘enemy ofthe status quo’
aimfor
this
high expectationslow expectationsa ‘poor’experiencea ‘great’experience
high expectationslow expectationsa ‘poor’experiencea ‘great’experience
so
raise the bar
“stand out” anddeliver consistently
it’s not easy
occasionally customers will have
a ‘poor’experience
high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘disappointed’
so
spot ‘disappointment’
ask
were youcompletely happywith our service?
actand
getback
thisto
high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘devoted’
thisnot
high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘disaffected’
“executives say that the waytheir organisations interactwith customers will be thegreatest challenge in theiroperations be...
so
go for ‘delighted’
aim for ‘devoted’
spot ‘disappointed’
avoid ‘disaffected’
creating‘devoted’customers
meanstakingaction,not notes
so
don’t just standthere….. dosomething!dick dastardly
NEED TRAINING ON CUSTOMER SERVICE ?CALL US .
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How to-create-devoted-customers -acms albania nronen

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Prof Nathan Ronen
edumart@bezeqint.net
xx-972-50-5209409

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Transcript of "How to-create-devoted-customers -acms albania nronen"

  1. 1. how to create‘devoted’customersa practical guide by Nathan Ronen MMBABAACMS- ALBANIA
  2. 2. UK consultant says “forget ‘delighted’customers, start thinking ‘devoted’ customers”
  3. 3. ‘devoted’ customers?
  4. 4. not ‘satisfied’ customers
  5. 5. not even ‘delighted’ customers
  6. 6. why?
  7. 7. 86% of defectors express satisfaction with the previous supplierfrederick reicheld – ‘the loyalty effect’
  8. 8. so
  9. 9. forget‘satisfaction’think‘devotion’
  10. 10. some customers have
  11. 11. high expectations
  12. 12. some customers have
  13. 13. low expectations
  14. 14. all customers either have
  15. 15. a ‘great’experience
  16. 16. or
  17. 17. a ‘poor’experience
  18. 18. look at itlike this
  19. 19. high expectationslow expectationsa ‘poor’experiencea ‘great’experience
  20. 20. high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘delighted’
  21. 21. ‘delighted’ customers
  22. 22. are surprised by the level of service you provide
  23. 23. are surprised by the level of service you provide( positively surprised please!)
  24. 24. so
  25. 25. ‘delighting’customersis ‘a good start’
  26. 26. but
  27. 27. with time
  28. 28. expectations will rise
  29. 29. (which is agood thing)
  30. 30. the challenge is to consistently deliver
  31. 31. a ‘great’experience
  32. 32. high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘devoted’
  33. 33. why?
  34. 34. ‘devoted’ customers
  35. 35. stick with you
  36. 36. spend more
  37. 37. shoutaboutyou toothers
  38. 38. the goal therefore is to create
  39. 39. ‘devoted’ customers
  40. 40. how?
  41. 41. “ the more you engage withcustomers the clearer things becomeand the easier it is to determine whatyou should be doing”John Russell, President, Harley-Davidson Europe
  42. 42. so
  43. 43. give yourcustomers ‘adamn goodlistening to’
  44. 44. 44% of consumerssay the majority oftheir customerexperiences arebland
  45. 45. so
  46. 46. stand in your own queues
  47. 47. identifyyourbarriersto givinga great
  48. 48. “in every singleindustrythere is nowovercapacityof production andlack of capacityin terms of people”sir martin sorrell, chief executive WPP
  49. 49. so
  50. 50. think 3D
  51. 51. dramatically anddemonstrablydifferentbe
  52. 52. it’s an ongoing process
  53. 53. be an‘enemy ofthe status quo’
  54. 54. aimfor
  55. 55. this
  56. 56. high expectationslow expectationsa ‘poor’experiencea ‘great’experience
  57. 57. high expectationslow expectationsa ‘poor’experiencea ‘great’experience
  58. 58. so
  59. 59. raise the bar
  60. 60. “stand out” anddeliver consistently
  61. 61. it’s not easy
  62. 62. occasionally customers will have
  63. 63. a ‘poor’experience
  64. 64. high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘disappointed’
  65. 65. so
  66. 66. spot ‘disappointment’
  67. 67. ask
  68. 68. were youcompletely happywith our service?
  69. 69. actand
  70. 70. getback
  71. 71. thisto
  72. 72. high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘devoted’
  73. 73. thisnot
  74. 74. high expectationslow expectationsa ‘poor’experiencea ‘great’experience‘disaffected’
  75. 75. “executives say that the waytheir organisations interactwith customers will be thegreatest challenge in theiroperations betweennow and 2010”Economist Intelligence Unit – Business 2010
  76. 76. so
  77. 77. go for ‘delighted’
  78. 78. aim for ‘devoted’
  79. 79. spot ‘disappointed’
  80. 80. avoid ‘disaffected’
  81. 81. creating‘devoted’customers
  82. 82. meanstakingaction,not notes
  83. 83. so
  84. 84. don’t just standthere….. dosomething!dick dastardly
  85. 85. NEED TRAINING ON CUSTOMER SERVICE ?CALL US .
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