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How to-create-devoted-customers -acms albania nronen
 

How to-create-devoted-customers -acms albania nronen

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Prof Nathan Ronen

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

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    How to-create-devoted-customers -acms albania nronen How to-create-devoted-customers -acms albania nronen Presentation Transcript

    • 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”John Russell, President, Harley-Davidson Europe
    • 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, chief executive WPP
    • 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 betweennow and 2010”Economist Intelligence Unit – Business 2010
    • 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 .