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WHO AM I?




                                        GUESS
IN 1945, I BORROWED
$20,000 FROM MY IN-LAWS
AND OPENED MY FIRST
RETAIL STORE IN A SMALL
COMMUNITY IN NEWPORT,
ARKANSAS.

IN 1950, THE LANDLORD
REFUSED TO EXTEND THE
LEASE AND KICKED ME OUT
OF MY BUSINESS.

IN 1962, I OPENED THE FIRST WAL-MART.
IN 1992 WHEN I DIED I WAS THE RICHEST
PERSON ON THE EARTH
WHO AM I?




                                                     GUSS
           I WAS 33 YEAR OLD, IMMIGRANT.
           MY TWO PREVIOUS BUSINESSES FAILED
           MISERABLY.
           I HAVE NO MONEY LEFT AND I WANTED TO
           OPEN A TEA SHOP IN A 650 SQFT SHOP AT A
           WORST LOCATION POSSIBLE.
           CITY REFUSED TO GIVE ME LICENSE AND
           NEIGHBORS DIDN’T LET ME OPEN A PATIO.

           MY FIRST MONTH SALE WAS $70
           IN ONE MONTH MY CUSTOMERS INCURRED
           ABOUT $175,000 IN PARKING TICKETS

I AM
SHELLY HWANG AND
THIS IS THE STORY OF
MAKE




                                                GROWTH STRATEGY
                            EVOLUTIONARY
                         MOVES INSIDE THE
                       BUSINESS THAT HAVE
 New




                          REVOLUTIONARY
 Existing




                              IMPACT ON
                              THE MARKET
            Renewal




                                   
New




                          
Existing




            Leverage       Build     Transfer
PROTECT & RENEW
What did your dad tell you?
Home Runs, or Singles & Doubles?
“While home runs provide the
opportunity for a quantum increase in
the growth trajectory, they are
unpredictable and don't happen all the
time. Singles and doubles, however,
can happen every day of the year. They
result from a determined, day-in and
day-out improvement in the activities
and social processes of a company;
they form the drivers of profitable
revenue growth.”
                                            The Things Dad Gave Us by: H. Pants




             - Ram Charan, Man of Mystery
YOU‟VE GOT




                                                                 CUSTOMER EQUITY
CUSTOMERS,
NOW WHAT?

A COMPANY IS ONLY AS GOOD
AS ITS CUSTOMERS THINK IT
WILL BE THE NEXT TIME THEY
DO BUSINESS WITH IT.




                             ACQUIRING NEW CUSTOMERS IS NOT
                             THE END GAME: THE FUN STARTS ONCE
                             YOU HAVE A CAPTIVE AUDIENCE.
IS CUSTOMER




                                                                                                            CUSTOMER
SATISFACTION TRULY
THE KEY?
                          The only way you can afford to grow in tough times is through referrals.




                                                                                                            SATISFACTION
                                                      Word-of-mouth has always been the Holy Grail and is
                                                      trusted 78% of the time.
  75% of a company’s business comes from repeat customers.


          Take the money you would have spent on marketing, put it
          into the customer experience, and let them market FOR you!




   Retention is the new Acquisition!
NET PROMOTER SCORE
THE ULTIMATE QUESTION:
How likely is it that you would
recommend our offering to a
friend or colleague?
               NET PROMOTER SCORE
NET PROMOTER SCORE:




                                                                                                       HOW TO CALCULATE NPS
                                                                                                 NET
How likely it is that you would                                                             PROMOTER
recommend us to your friends                                                                   SCORE
or colleagues?
Please rate us on the scale of 0 to 10. Where 0 = Extremely Unlikely and 10 = Most Likely
                                                                                                79
                                                       PASSIVE
                                                                                                46
    0      1       2      3      4       5      6
                                                    }   7        8     9     10
                                                                                                73
                                                                                                20
                                                                     }
                                                                                                10
                                                                     PROMOTERS




                                                                                                47
                        DETRACTORS



NET PROMOTER SCORE = % PROMOTERS - % DETRACTORS
“COMPANIES BECOME CUSTOMER-OBSESSED




                                          CUSTOMER PROFITABILITY
RATHER THAN CUSTOMER-FOCUSED. WHEN
THE CUSTOMER SAYS „JUMP,‟ THEY ASK „HOW
HIGH?‟ ” – ROBERT S. KAPLAN


Only 20% percent of
customers are
responsible for 80% of
the profit!
FINDING THE TREASURE
 Profitable         You shouldn’t have          WOW them with
                       any customers            special offers, and
               here; if you do, your charm is   loyalty programs.        Make them part
               not working on them: change                               of your family.
                         your tactics.
                                                                         Provide them
                                                                         with tools to
                                                                         promote your
                                                                         products.

                                                                         Offer new and
                      Understand                                         exciting
Breakeven




                      customers’                Understand               products.
                      pain and find             customers’
                      ways to win               hesitations and
                      them over.                offer additional
                                                incentives.


                      Be cautious
                      and selective in
                      promotions

                                                Be cautious and
Unprofitable




                                                selective in             You shouldn’t have
                                                promotions.                any customers
                      Seriously                                        here; if you do, you are
                      consider firing                                 winning loyalty at a steep
                      these                                                      price.
                      customers.



                        Detractor                    Passive                 Promoter
A CUSTOMER‟S LIFETIME VALUE IS THE




                                        CUSTOMER LIFETIME VALUE
AVERAGE PROFIT THEY WILL GENERATE FOR
YOU DURING THE TIME THEY ARE YOUR
CUSTOMERS.
CUSTOMER LIFETIME VALUE
 Profitable




                        Market                                  Market
                       Segment E                               Segment A
Breakeven




                                    Market
                                   Segment C
                                                     Market
                                                    Segment B

                               Market
                              Segment
                                 D
Unprofitable




                                               Bubble Size is the function of market
                                               segment size, and customer lifetime value




               Detractor                  Passive                          Promoter
START THE CONVERSATION & UNCOVER MANY REAL OPPORTUNITIES
THAT MAY HAVE BEEN PREVIOUSLY HIDDEN IN PLAIN SIGHT.

CPSPHERE IS AN INNOVATIVE MANAGEMENT CONSULTING FIRM, FOCUSED ON STRATEGIC SALES AND
MARKETING AND ITS HANDS-ON EXECUTION. RESULTING IN INCREASED SALES AND IMPROVED PROFITS.




 WWW.CPSPHERE.COM   | 310.645.0707 | GROWTH@CPSPHERE.COM
 5777 W. CENTURY BLVD. SUITE 1250, LOS ANGELES, CA 90045

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Retain Customers

  • 1. WHO AM I? GUESS IN 1945, I BORROWED $20,000 FROM MY IN-LAWS AND OPENED MY FIRST RETAIL STORE IN A SMALL COMMUNITY IN NEWPORT, ARKANSAS. IN 1950, THE LANDLORD REFUSED TO EXTEND THE LEASE AND KICKED ME OUT OF MY BUSINESS. IN 1962, I OPENED THE FIRST WAL-MART. IN 1992 WHEN I DIED I WAS THE RICHEST PERSON ON THE EARTH
  • 2. WHO AM I? GUSS I WAS 33 YEAR OLD, IMMIGRANT. MY TWO PREVIOUS BUSINESSES FAILED MISERABLY. I HAVE NO MONEY LEFT AND I WANTED TO OPEN A TEA SHOP IN A 650 SQFT SHOP AT A WORST LOCATION POSSIBLE. CITY REFUSED TO GIVE ME LICENSE AND NEIGHBORS DIDN’T LET ME OPEN A PATIO. MY FIRST MONTH SALE WAS $70 IN ONE MONTH MY CUSTOMERS INCURRED ABOUT $175,000 IN PARKING TICKETS I AM SHELLY HWANG AND THIS IS THE STORY OF
  • 3. MAKE GROWTH STRATEGY EVOLUTIONARY MOVES INSIDE THE BUSINESS THAT HAVE New REVOLUTIONARY Existing  IMPACT ON THE MARKET Renewal   New  Existing Leverage Build Transfer
  • 4. PROTECT & RENEW What did your dad tell you? Home Runs, or Singles & Doubles? “While home runs provide the opportunity for a quantum increase in the growth trajectory, they are unpredictable and don't happen all the time. Singles and doubles, however, can happen every day of the year. They result from a determined, day-in and day-out improvement in the activities and social processes of a company; they form the drivers of profitable revenue growth.” The Things Dad Gave Us by: H. Pants - Ram Charan, Man of Mystery
  • 5. YOU‟VE GOT CUSTOMER EQUITY CUSTOMERS, NOW WHAT? A COMPANY IS ONLY AS GOOD AS ITS CUSTOMERS THINK IT WILL BE THE NEXT TIME THEY DO BUSINESS WITH IT. ACQUIRING NEW CUSTOMERS IS NOT THE END GAME: THE FUN STARTS ONCE YOU HAVE A CAPTIVE AUDIENCE.
  • 6. IS CUSTOMER CUSTOMER SATISFACTION TRULY THE KEY? The only way you can afford to grow in tough times is through referrals. SATISFACTION Word-of-mouth has always been the Holy Grail and is trusted 78% of the time. 75% of a company’s business comes from repeat customers. Take the money you would have spent on marketing, put it into the customer experience, and let them market FOR you! Retention is the new Acquisition!
  • 7. NET PROMOTER SCORE THE ULTIMATE QUESTION: How likely is it that you would recommend our offering to a friend or colleague? NET PROMOTER SCORE
  • 8. NET PROMOTER SCORE: HOW TO CALCULATE NPS NET How likely it is that you would PROMOTER recommend us to your friends SCORE or colleagues? Please rate us on the scale of 0 to 10. Where 0 = Extremely Unlikely and 10 = Most Likely 79 PASSIVE 46 0 1 2 3 4 5 6 } 7 8 9 10 73 20 } 10 PROMOTERS 47 DETRACTORS NET PROMOTER SCORE = % PROMOTERS - % DETRACTORS
  • 9. “COMPANIES BECOME CUSTOMER-OBSESSED CUSTOMER PROFITABILITY RATHER THAN CUSTOMER-FOCUSED. WHEN THE CUSTOMER SAYS „JUMP,‟ THEY ASK „HOW HIGH?‟ ” – ROBERT S. KAPLAN Only 20% percent of customers are responsible for 80% of the profit!
  • 10. FINDING THE TREASURE Profitable You shouldn’t have WOW them with any customers special offers, and here; if you do, your charm is loyalty programs. Make them part not working on them: change of your family. your tactics. Provide them with tools to promote your products. Offer new and Understand exciting Breakeven customers’ Understand products. pain and find customers’ ways to win hesitations and them over. offer additional incentives. Be cautious and selective in promotions Be cautious and Unprofitable selective in You shouldn’t have promotions. any customers Seriously here; if you do, you are consider firing winning loyalty at a steep these price. customers. Detractor Passive Promoter
  • 11. A CUSTOMER‟S LIFETIME VALUE IS THE CUSTOMER LIFETIME VALUE AVERAGE PROFIT THEY WILL GENERATE FOR YOU DURING THE TIME THEY ARE YOUR CUSTOMERS.
  • 12. CUSTOMER LIFETIME VALUE Profitable Market Market Segment E Segment A Breakeven Market Segment C Market Segment B Market Segment D Unprofitable Bubble Size is the function of market segment size, and customer lifetime value Detractor Passive Promoter
  • 13. START THE CONVERSATION & UNCOVER MANY REAL OPPORTUNITIES THAT MAY HAVE BEEN PREVIOUSLY HIDDEN IN PLAIN SIGHT. CPSPHERE IS AN INNOVATIVE MANAGEMENT CONSULTING FIRM, FOCUSED ON STRATEGIC SALES AND MARKETING AND ITS HANDS-ON EXECUTION. RESULTING IN INCREASED SALES AND IMPROVED PROFITS. WWW.CPSPHERE.COM | 310.645.0707 | GROWTH@CPSPHERE.COM 5777 W. CENTURY BLVD. SUITE 1250, LOS ANGELES, CA 90045