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Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
•Why successful businesses start at the end and work backwards 
•How to build trust early and avoid buyers’ remorse 
•The ...
7 strategies.... 
to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
Why? 
•Significantly easier to sell to 
–already know you and what you offer 
–existing relationship so can personalise 
–...
Habit # 2 
Begin with the end in mind
1.Define your Service Values 
B.R.A.N.D.
When your guests leave… 
What would you want them to: 
Feel 
Say 
Do
2.Engage early
Engage 
•First impressions 
•Build rapport 
•Confirm 
•Add value
Add Value 
•Share information 
•Build anticipation 
•How else can you help?
3. Warm Welcome 
•Make it personal 
•Stay engaged 
•Listen 
•Add some GLUE
G.L.U.E. 
Give 
Little 
Unexpected 
Extras
4.Think Long Term 
•Last impressions 
•Mementos 
•Stay on their radar….
What is the very last thing 
they hear, 
see, smell, 
taste, feel?
Wow 
Do 
Something 
Different 
What touch of magic can you add to make it truly memorable?
Out of sight is out of mind
Show your appreciation
5.Consistency 
(+1%)
Consistency … 
•Systems 
•Resources 
•Equipment 
•Time 
•Continuous improvement
6. Create a trusted team 
•Expectations 
•Behaviours 
•Knowledge 
•Skills 
•Support 
•Confidence
Confidence 
is the aspect that’s so often missing. 
•Practise in a safe environment 
•Feedback
7. Inspire & engage your team
Empower 
•Personal suggestions 
•License to do what’s best 
•Anticipate (what if…) 
•Ownership and authority 
•Keep inform...
Recognition 
What’s important to them? 
1.Thank you 
2.Treat 
3.Time 
4.Awards 
5.Opportunities
7 strategies.... 
to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
7 strategies... 
1.Define your values 
2.Engage early 
3.Warm welcome 
4.Think long term 
5.Consistency 
6.Create a truste...
Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
For more information caroline@naturallyloyal.com www. naturallyloyal.com www.21ways2wow.com
7 strategies to Woo and Wow your Valued Guests
7 strategies to Woo and Wow your Valued Guests
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7 strategies to Woo and Wow your Valued Guests

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Institute of Hospitality CPD event London September '14

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7 strategies to Woo and Wow your Valued Guests

  1. 1. Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
  2. 2. •Why successful businesses start at the end and work backwards •How to build trust early and avoid buyers’ remorse •The subtle extras that can convert a lukewarm buyer or one time customer into a raving fan •The significance of glue in building loyalty •The simplest and easiest way to stay on your guests’ radar and keep their attention •How to ensure consistency so guests receive the same levels of attention on every visit
  3. 3. 7 strategies.... to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
  4. 4. Why? •Significantly easier to sell to –already know you and what you offer –existing relationship so can personalise –first-hand experience of your product or service and hopefully like the result –already experienced your service so built trust –spend more –more likely to recommend •= More PROFIT
  5. 5. Habit # 2 Begin with the end in mind
  6. 6. 1.Define your Service Values B.R.A.N.D.
  7. 7. When your guests leave… What would you want them to: Feel Say Do
  8. 8. 2.Engage early
  9. 9. Engage •First impressions •Build rapport •Confirm •Add value
  10. 10. Add Value •Share information •Build anticipation •How else can you help?
  11. 11. 3. Warm Welcome •Make it personal •Stay engaged •Listen •Add some GLUE
  12. 12. G.L.U.E. Give Little Unexpected Extras
  13. 13. 4.Think Long Term •Last impressions •Mementos •Stay on their radar….
  14. 14. What is the very last thing they hear, see, smell, taste, feel?
  15. 15. Wow Do Something Different What touch of magic can you add to make it truly memorable?
  16. 16. Out of sight is out of mind
  17. 17. Show your appreciation
  18. 18. 5.Consistency (+1%)
  19. 19. Consistency … •Systems •Resources •Equipment •Time •Continuous improvement
  20. 20. 6. Create a trusted team •Expectations •Behaviours •Knowledge •Skills •Support •Confidence
  21. 21. Confidence is the aspect that’s so often missing. •Practise in a safe environment •Feedback
  22. 22. 7. Inspire & engage your team
  23. 23. Empower •Personal suggestions •License to do what’s best •Anticipate (what if…) •Ownership and authority •Keep informed •Personal Development •Continuous improvement
  24. 24. Recognition What’s important to them? 1.Thank you 2.Treat 3.Time 4.Awards 5.Opportunities
  25. 25. 7 strategies.... to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
  26. 26. 7 strategies... 1.Define your values 2.Engage early 3.Warm welcome 4.Think long term 5.Consistency 6.Create a trusted team 7.Inspire and engage your team
  27. 27. Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More
  28. 28. For more information caroline@naturallyloyal.com www. naturallyloyal.com www.21ways2wow.com

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