Turn Your Customer Experience into Cash Presentation


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Turn Your Customer Experience into Cash with the Customer SMARTS System by Norma Huibregtse of Captivated Customers. Learn the customer experience strategies you need to succeed in this new economy.

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Turn Your Customer Experience into Cash Presentation

  1. 1. <ul><li>Norma Huibregtse </li></ul><ul><li>Customer Experience Strategist </li></ul><ul><li>And Loyalty Lady with Captivated Customers </li></ul> Turn Your Customer Experience Into CASH!
  2. 2. Customers Won’t Be Ignored
  3. 3. A New Attitude <ul><li>69% </li></ul><ul><li>less willing to put up with poor </li></ul><ul><li>Customer Service than a year ago </li></ul><ul><li> Source: Wakefield Study 2009 </li></ul>
  4. 4. 1976 Movie Classic
  5. 5. Customer Service Experience <ul><li>80% of Business Executives believe they deliver a superior customer service experience </li></ul><ul><li>Only 8% of Customers Agree </li></ul>Source: Bain & Company
  6. 6. Your Customer Service? 5 Star WOW ARE YOU KIDDING ME? EXCELLENT NEEDS HELP
  7. 7. Never Let Your Customers…
  8. 8. Customer Service is a Profit Center
  9. 9. Emphasize SERVICE Lower Prices SERVICE Source: National Federation of Independent Business
  10. 10. Challenges We Face Higher Customer Expectations Gap in Service Delivery
  11. 11. Customer S.M.A.R.T.S ™ System CS Plan Culture WOM Marketing Customer Loyalty Conversation Staff & Train Customer S.M.A.R.T.S.
  12. 12. <ul><li>Wikipedia: </li></ul><ul><li>“ A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” </li></ul><ul><li>  </li></ul><ul><li>Ken Blanchard in his book Raving Fans: </li></ul><ul><li>“ Good customer service means looking after every whim of the customer but only within the window you have defined as your particular customer service product.” </li></ul><ul><li>  </li></ul>Customer Service Definitions
  13. 13. Our Definition <ul><li>An Organization’s ability to consistently meet the perceived needs and wants of their customers and delight them in the process. </li></ul>
  14. 14. My Service Passion
  15. 15. Customer S.M.A.R.T.S. S trategize with a Customer Service Plan M aster a Customer Service Culture A ccelerate Word of Mouth Marketing R aise Customers up Loyalty Ladder T urn up the Customer Conversation S taff and Train for Customer Service
  16. 16. S = Strategize with a CS Plan <ul><li>Puts you ahead of the competition </li></ul><ul><li>Provides direction for your staff </li></ul><ul><li>Shows your commitment to your customers and staff </li></ul>
  17. 17. S = Strategize with a CS Plan <ul><ul><li>Mission, Vision, Values </li></ul></ul><ul><ul><li>Communication Plan </li></ul></ul><ul><ul><li>Customer Service Policies </li></ul></ul>
  18. 18. M = Master a CS Culture Your Culture is an ASSET
  19. 19. M = Master a CS Culture Customer-Centric Culture “ It is placing the customer at the center… focusing on customers rather than sales.” Source: Dictionary.com
  20. 20. M = Master a CS Culture Customer Service Plan Management Engagement Employee Engagement Develop a Customer-Centric Culture
  21. 21. A = Accelerate WOM Marketing Customers are Your Outside Sales Force
  22. 22. A = Accelerate WOM Marketing <ul><li>Raving Fans on average will tell 3-5 people about their positive experience. </li></ul>
  23. 23. A = Accelerate WOM Marketing <ul><li>Publicists </li></ul><ul><li>Passivists </li></ul><ul><li>Punishers </li></ul><ul><li>Source: Adapted from The Ultimate Question by Fred Reichheld </li></ul>
  24. 24. A = Accelerate WOM Marketing Publicists Raving Fans Advocates
  25. 25. A = Accelerate WOM Marketing <ul><li>Passivists </li></ul>
  26. 26. A = Accelerate WOM Marketing <ul><li>Punishers </li></ul>
  27. 27. A = Accelerate WOM Marketing Keep Publicists Happy Convert Passivists Reduce Punishers
  28. 28. R = Raise Customers up Loyalty Ladder <ul><li>A 5 % increase in customer retention can increase profitability </li></ul><ul><li>by 75 % </li></ul><ul><li>Source: Bain & Company </li></ul>
  29. 29. R = Raise Customers up Loyalty Ladder Customer Loyalty Equation
  30. 30. Customers Want Magic
  31. 31. Customers Want Value MSN POLL
  32. 32. Customers Want Relationships First Impressions 68% of your Customers leave you because they feel poorly treated Source: TARP
  33. 33. T =Turn Up the Customer Conversation Dave Carroll on YouTube
  34. 34. T =Turn Up the Customer Conversation <ul><li>Social Media is the new Customer Service. </li></ul>“… 85% (of social media users) believe a company should not only be present but also interact with its consumers via the medium.” Source: 2008 Cone Study
  35. 35. T =Turn Up the Customer Conversation Monitor Customer Sites
  36. 36. T =Turn Up the Customer Conversation <ul><li>Customers want to give you </li></ul>FEEDBACK
  37. 37. T =Turn Up the Customer Conversation <ul><li>Educate through video, publications, in-house events </li></ul>
  38. 38. S = Staff and Train CS Ambassadors ASSOCIATES SERVANTS ADVOCATES
  39. 39. S = Staff and Train CS Ambassadors “ You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney
  40. 40. S = Staff and Train CS Ambassadors Who You Hire Matters!
  41. 41. S = Staff and Train CS Ambassadors <ul><li>Train your Staff for Excellence </li></ul><ul><li>Ongoing </li></ul><ul><li>Make it fun </li></ul><ul><li>Recognize your staff </li></ul>
  42. 42. Ignite your Passion
  43. 43. Questions
  44. 44. Remember to… Stay in the Customer Conversation
  45. 45. My Contact Information <ul><li>Norma Huibregtse, The Loyalty Lady </li></ul><ul><li>Captivated Customers </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Learn More: TurnServiceIntoCash.com </li></ul><ul><li>Phone: (480) 694-6940 </li></ul>