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Intentional Customer Satisfaction - Part One: Lessons To Learn

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Get started with "Lessons To Learn" - Part 1 of a 4 part series entitled Intentional Customer Satisfaction - brought to you by Measuring Up and RCTI Business Resources.

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Intentional Customer Satisfaction - Part One: Lessons To Learn

  1. 1. Brought to you by Measuring Up Consumer Surveys<br />IntentionalCustomer Satisfaction<br />We’re Measuring Up…<br />…Are You?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  2. 2. Brought to you by Measuring Up Consumer Surveys<br />IntentionalCustomer Satisfaction<br />We’re Measuring Up…<br />…Are You?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />PART ONE:<br />LESSONS TO LEARN<br />
  3. 3. Lessons To Learn<br />We’re all experts!<br />Customers aren’t always right, but they do come first.<br />Customers don’t care what your job title is, they just want to be served.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  4. 4. Test<br />Who are the experts?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  5. 5. Test<br />Who are the experts?<br />We are – we know when we’re treated with courtesy and respect.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  6. 6. Test<br />Who are the experts?<br />We are – we know when we’re treated with courtesy and respect.<br />Who comes first?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  7. 7. Test<br />Who are the experts?<br />We are – we know when we’re treated with courtesy and respect.<br />Who comes first?<br />Our customers.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  8. 8. Test<br />Who are the experts?<br />We are – we know when we’re treated with courtesy and respect.<br />Who comes first?<br />Our customers.<br />Who just wants to be served?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  9. 9. Test<br />Who are the experts?<br />We are – we know when we’re treated with courtesy and respect.<br />Who comes first?<br />Our customers.<br />Who just wants to be served?<br />Our customers.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  10. 10. Who Do You Serve?<br />Customer<br />Retail<br />Client<br />Business-To-Business<br />Patron<br />Restaurants<br />Patient<br />Medical Providers<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  11. 11. Assumptions<br />Your customers need you.<br />Your customers won’t go anywhere else.<br />Even if they shop the competition, they’ll be back because the competition is no good.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  12. 12. Assumptions<br />Your customers need you.<br />Your customers won’t go anywhere else.<br />Even if they shop the competition, they’ll be back because the competition is no good.<br />WRONG!<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  13. 13. Assumptions<br />Your customers need you.<br />Your customers won’t go anywhere else.<br />Even if they shop the competition, they’ll be back because the competition is no good.<br />WRONG!<br />WRONG!<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  14. 14. Assumptions<br />Your customers need you.<br />Your customers won’t go anywhere else.<br />Even if they shop the competition, they’ll be back because the competition is no good.<br />WRONG!<br />WRONG!<br />WRONG!<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  15. 15. Assumptions<br />Your customers need you.<br />Your customers won’t go anywhere else.<br />Even if they shop the competition, they’ll be back because the competition is no good.<br />WRONG!<br />WRONG!<br />WRONG!<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  16. 16. Customer Satisfaction<br />Subjective Definition<br />Make sure customers are happy<br />so they keep coming back.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  17. 17. Customer Satisfaction<br />Objective Definition #1<br />Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as akey performance indicator within business and is part of the four perspectives of aBalanced Scorecard.<br />-Wikipedia<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  18. 18. Customer Satisfaction<br />Objective Definition #2<br />In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.<br />-The Future of Business: The Essentials<br />By Lawrence J. Gitman & Carl D. McDaniel<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  19. 19. Economy Changing Buying Patterns<br />Lower Margins = Less Room For Error<br />Smarter Customers<br />Competition Working Harder<br />Critical Piece of the Puzzle<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  20. 20. Is “Good” Good Enough?<br />Do you want to survive…or grow?<br />Good customer satisfaction is required for survival.<br />Excellent customer satisfaction is required for growth.<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  21. 21. Achieving Customer Satisfaction<br />Company Influences<br />Policies<br />Procedures<br />Products<br />Programs<br />excellent<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />Focus on long-term goals,<br />not short-term results.<br />
  22. 22. Achieving Customer Satisfaction<br />Employee Influences<br />Knowledge<br />Appearance<br />Attitude<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />excellent<br />“Two outta three ain’t bad”<br />doesn‘t work here.<br />-Reference to “Two Out of Three Ain’t Bad” (Meatloaf)<br />
  23. 23. Achieving Customer Satisfaction<br />Outside Influences<br />Economy<br />Perceptions<br />Friends & Family<br />excellent<br />“God grant me the serenity<br />to accept the things<br />I cannot change.”<br />-Reinhold Niebuhr (generally accepted)<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  24. 24. Measuring Customer Satisfaction<br />Traditional Surveys & Mystery Shops<br />Too many questions / criteria - often designed to see if employees are doing their job<br />Training creates improper approach to customer satisfaction<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  25. 25. Measuring Customer Satisfaction<br />Traditional Surveys & Mystery Shops<br />Too many questions / criteria - often designed to see if employees are doing their job<br />Training creates improper approach to customer satisfaction<br />Remember lessons learned?<br />Who are the expert?<br />Who comes first?<br />Who just wants to be served?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  26. 26. Measuring Customer Satisfaction<br />Internal or Third Party Process?<br />Internal – Biased<br />Internal – Harder to promote anonymity<br />Internal – Difficult to maintain consistency<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  27. 27. Measuring Customer Satisfaction<br />Internal or Third Party Process?<br />External – Cost<br />External –Needs to understand business<br />External – Must develop actionable reporting<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />
  28. 28. Brought to you by Measuring Up Consumer Surveys<br />IntentionalCustomer Satisfaction<br />We’re Measuring Up…<br />…Are You?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />PART TWO:<br />RESPECT<br />
  29. 29. Brought to you by Measuring Up Consumer Surveys<br />IntentionalCustomer Satisfaction<br />We’re Measuring Up…<br />…Are You?<br />© 2011 Measuring Up, a Right Choice Today, Inc. Brand<br />

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