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Citi presentation
- 1. Service over Quantity Will Bring More Revenue Risky Nugraha 2014
- 3. Preface
- 11. Big Questions: “Service Over Quantity will bring more revenue, do I agree?“ Q&A
- 12. The Answer: “Yes, It will!“ Q&A
- 13. Implementation
- 14. Social Triggers: “People are willing to pay top dollar for Convenience..“ Basic Idea
- 15. “Convenience“ What is the difference with Satisfaction? Key Point
- 16. Corporate Value CRM Tools Fast Response Services Customer Reward Implementation
- 17. THANK YOU
Editor's Notes
- The ideal business model for revenue growth is by combining excellent service with more quantity to achieve significant level of revenue growth.
- But it should be managed carefully. If not, those two factors may lead loss in revenue instead of increase it.
- There is no formulaic answer or single approach to achieving sustainability. And I am not saying the only way to achieve it is through excellent service. I just want to elaborate the fact that through excellent service could open new opportunities that will impact to gain more revenue (by getting new customer or new source of revenue) in short term and sustain recurring revenue on long term through loyal customer.
- Theory of loyalty lead to Recurring Revenue by Peter Clark - http://www.thewisemarketer.com/features/read.asp?id=108
- Yes, since it will open new opportunities (new customer and new source of revenue) and increase the revenue margin
- http://socialtriggers.com/how-customer-service-wins-you-top-dollar-clients/
- 90%+ of customer satisfaction doesn’t necessarily mean that customer is going to use the service/product again. But, it is different with the customer is already feeling convenience with the service/product. They will tend to use the product/service over and over again and reluctant to switch with other alternatives.
- The indicator of customer is already feeling convenience with our product/service:Product/service brand appeared first in customer minds when they need/heard something that related to our product/services.They will suggest the product/service to their family and best friends without any hesitant.