7 compelling reasons to support your products with great service1. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_dimdimich'>dimdimich / 123RF Stock Photo</a>
Compelling
reasons to
support your
products with
great service
2. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_jirsak'>jirsak / 123RF Stock Photo</a>
“A company's primary responsibility is to serve its
customers” Peter Drucker
3. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_michaklootwijk'>michaklootwijk / 123RF Stock
Photo</a>
“Most organizations perceive after-sales
services to be a necessary evil and behave as
though they are a needless expense”
(Winning in Aftermarkets, Harvard Business Review, 2006)
4. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_mauhorng'>mauhorng / 123RF Stock Photo</a>
“Consumers value the post-purchase experience
twice as much as the pre-purchase experience
when forming an impression of a brand”
(Smarter Commerce Consumer Advocacy Study, IBM, 2012)
5. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_jagcz'>jagcz / 123RF Stock Photo</a>
“The secret to profitable organic growth? Deliver a
customer experience that your competitors can’t
match!”
(What it Takes to Win with Customer Experience, Bain & Company, 2013)
6. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_johan2011'>johan2011 / 123RF Stock Photo</a>
“Just 20% of companies have a well developed
customer experience strategy”
(Econsultancy, 2013)
7. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_bonumopus'>bonumopus / 123RF Stock Photo</a>
“Great customer experience can deliver
tremendous strategic and economic value to a
business, in a way that’s difficult for competitors
to replicate.” (Watermark, 2014)
8. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
Copyright: <a href='http://www.123rf.com/profile_ruigsantos'>ruigsantos / 123RF Stock Photo</a>
“Service interactions are the prime generator of
the single most powerful marketing mechanism:
positive word of mouth and word of mouse”
(Strategic Customer Service, John A Godman, 2011)
9. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
How do your customers reward you for
giving excellent service?
recommend you to others (offline)
trust your products and services above
all other providers
recommend you online
would be happy to pay a premium for
your products and services
(SDL Survey 2015)
10. Smart Solutions Delivered With Integrity© 2015 Chris Dunn Consulting. All Rights Reserved
You can reach me at:
One last thought…
“Brands in the UK are losing £15 billion per annum
due to poor customer service”
(ClickSoftware, 2014)
Looking to win with great service? Contact me
Email: cd@chrisdunnconsulting.co.uk
Web: www.chrisdunnconsulting.co.uk