This document provides 50 tips for developing exceptional client experiences to help reinforce positive behaviors that contribute to customer retention. The tips cover areas like passion for customers, courtesy, focus, positivity, problem-solving, and appreciation. The author is the president of Prime Performance, a company that works with financial institutions to improve customer experience and retention.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
The document provides an overview of the brand guidelines for Simplecall, an international calling service. It outlines the company's four branding pillars: Purpose, Promise, Values, and Voice. The Purpose section explains that Simplecall was founded to simplify communication and provide innovative solutions. The Promise is to connect the world in a simple way. The Values that guide the company are honesty, excellence, and innovation. The brand guidelines explain each of these pillars in more detail to help maintain a consistent brand identity.
28 tips patent and trade mark attorneys can use to win more work from existin...Douglas McPherson
When it comes to marketing and business development the default setting is often 'new client acquisition'. However it may be easier to win work from the clients you already have ...
Here are 28 tips to make cross-selling, up-selling and more selling a little bit easier.
Enterpreneurship Development Assignment on making business unique and convert...Gunjan Awasthi
Ways to make business unique and successful in 21st century.
Challenges or threats on Enterpreneurship and how to convert challenges into opportunities.
28 tips solicitors can use to win more work from their existing clientsDouglas McPherson
All too often for solicitors the default when it comes to marketing and business development is 'new client acquisition'. It's actually easier to win more work form your existing clients and here are 28 tips to help you get started.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
This document discusses branding a business. It covers defining a brand strategy, crafting strong branding elements like logos and messaging, and developing an internal brand culture. The presentation provides templates and examples to help attendees brand their own businesses. Attendees will learn how well-defined branding can help businesses grow by differentiating them and attracting customers and employees.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
The document provides an overview of the brand guidelines for Simplecall, an international calling service. It outlines the company's four branding pillars: Purpose, Promise, Values, and Voice. The Purpose section explains that Simplecall was founded to simplify communication and provide innovative solutions. The Promise is to connect the world in a simple way. The Values that guide the company are honesty, excellence, and innovation. The brand guidelines explain each of these pillars in more detail to help maintain a consistent brand identity.
28 tips patent and trade mark attorneys can use to win more work from existin...Douglas McPherson
When it comes to marketing and business development the default setting is often 'new client acquisition'. However it may be easier to win work from the clients you already have ...
Here are 28 tips to make cross-selling, up-selling and more selling a little bit easier.
Enterpreneurship Development Assignment on making business unique and convert...Gunjan Awasthi
Ways to make business unique and successful in 21st century.
Challenges or threats on Enterpreneurship and how to convert challenges into opportunities.
28 tips solicitors can use to win more work from their existing clientsDouglas McPherson
All too often for solicitors the default when it comes to marketing and business development is 'new client acquisition'. It's actually easier to win more work form your existing clients and here are 28 tips to help you get started.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
This document discusses branding a business. It covers defining a brand strategy, crafting strong branding elements like logos and messaging, and developing an internal brand culture. The presentation provides templates and examples to help attendees brand their own businesses. Attendees will learn how well-defined branding can help businesses grow by differentiating them and attracting customers and employees.
How To Accelerate Ahead Of The Competition PresentationBusiness Link
The document provides tips on how small businesses can accelerate ahead of the competition. It discusses developing "must have" marketing by identifying your niche customers and benchmarking against competitors. It also emphasizes providing "choice" customer care by delivering memorable quality, involving customers, and inspiring staff. Businesses are advised to work on "irresistible influencing" by being professionally personable, actively listening, and finding customers' "yes" buttons. The overall message is that by integrating marketing, customer care, and positive influence, small businesses can fuel their growth.
CEXIBIZ - Why customers prefer and recommendZwi Fainberg
This document provides an overview of strategies for businesses to become preferred and recommended by customers. It discusses the importance of focusing on quality, trustworthiness, professionalism, accessibility, efficiency, flexibility, caring, innovation, and maintaining relationships. The author advocates defining quality standards across the entire customer experience and continuously improving based on customer feedback. Becoming the preferred and recommended option requires exceeding customer expectations at every touchpoint.
The Personal Coach is celebrating its 10th anniversary in 2012. It thanks its clients for their support over the past decade. Some clients provide testimonials about how coaching from The Personal Coach helped increase their revenues and position them for future growth and success. The Personal Coach looks forward to continued growth and opportunities in the future.
If You Could Go Back In Time & Advise Your Younger SelfMark Masters
There are more people starting their own journeys to build their own business.
Here is a response from 20 business owners when asked if they could go back in time ...'What three things would you advise your younger self to build a successful business.'
The document discusses branding and provides examples of how different companies have successfully implemented branding strategies. It outlines a 6 step process for branding: 1) Take stock by reviewing brand perception, 2) Find your fit by positioning the brand, 3) Blueprint your idea by creating a branding strategy, 4) Align everyone by ensuring employees represent the brand, 5) Get your fans by communicating the brand to customers, and 6) Measure success. Case studies are provided on companies like Tru-Marine, Acez, Wood Doctor, Esco Micro, and Aalst Chocolate that underwent the branding process and saw positive results like increased sales and loyalty.
This document is a welcome book from Steve Mills Marketing that introduces the company and its services. It discusses that Steve Mills Marketing aims to help clients maximize their marketing potential by outsourcing their marketing department. The document outlines the company's guiding principles, commitment to clients, services provided, and general information about the business such as history and team. It also contains questions for clients to consider about outsourcing their marketing.
1) The document discusses skills and strategies for success in retail sales. It emphasizes building rapport with customers through open-ended questions to understand their needs, as well as handling objections calmly.
2) Top salespeople continuously work to improve their effectiveness through education and understanding what success means for their role. They also prioritize managing their time well.
3) Customer service excellence aims to provide tools for customer-focused change across sectors. Organizations should familiarize themselves with the criteria to improve customer experience.
This document discusses factors to consider when selecting a business venture, including proximity to raw materials and markets, availability of infrastructure, economic policies, demographics of target customers, industrial clusters, export processing zones, and free trade zones. It emphasizes the importance of locating a business near suppliers and customers to reduce costs and make it easy for customers to access products. Government policies, taxes, and the characteristics of the local population are also important to evaluate for different types of businesses.
The document provides tips for business owners planning to transition or sell their business. It discusses how preparation is important to avoid surprises. Key points of preparation include determining when to sell, identifying a buyer, establishing the business value, and ensuring the proceeds will fund retirement. The document cautions that business owners may encounter challenges like maintaining lifestyle without business income or minimizing taxes. It stresses that every business is unique and owners should explore a flexible range of options with experienced advisors to create the best outcome for their needs when transitioning their business.
The document provides guidance on improving customer service and relationships in a hospital setting through a concept called "dating your patients." It recommends anticipating patient needs, treating the whole person, being flexible, nurturing employees to provide good patient care, solving patient problems, listening to feedback, and maintaining ongoing relationships to ensure patient loyalty and return visits.
This document discusses how positioning is important for businesses to communicate their value to clients. It recommends that businesses clarify their positioning by answering three questions: 1) Who do you serve? Clearly defining ideal client characteristics helps target the right clients. 2) What do you do for them? Specializing in a specific expertise increases perceived value over trying to do everything. 3) How are you different? Identifying differences from competitors by understanding what matters most to clients allows businesses to better meet client needs and sell their services. Answering these three questions helps businesses boost confidence, clarity and revenue through a strong, specialized positioning.
Small Business BC Retail Distribution-09Dec2013Gerry Spitzner
The document provides an overview of key considerations for small businesses selling products to retailers. It discusses topics such as understanding the retailer's perspective, how to approach retailers, what retailers look for in suppliers and products, retail pricing and distribution channels, common retail terminology, and creating an effective sales and marketing plan for retailers. The document emphasizes learning about the retailer's business, customers, and priorities; keeping presentations simple; focusing on the value provided to the retailer; and being prepared to address retailer needs and objections.
The document provides 10 tips for launching a new business: 1) have passion for your business idea, 2) conduct research to gather information, 3) surround yourself with positive and professional people, 4) set clear and measurable goals, 5) be willing to take moderate risks, 6) remain adaptable to changes, 7) be proactive once your plans are set, 8) differentiate your business to attract customers, 9) keep things simple, and 10) secure necessary financing. An entrepreneur should have traits like autonomy, determination, optimism, flexibility and the ability to learn.
How to recognise the key obstacles in dental practice success through 7 strategies that increase the sales and profits of the business through people-focused leadership development.
The document discusses five stories of suppliers assisting distributors in making sales. It describes how suppliers can provide expertise, pricing perspectives, and quick turnaround times to help distributors close deals. Specifically, it discusses how a calendar supplier, apparel supplier, and backpack supplier each provided valuable assistance to distributors during sales presentations and rush order fulfillment. Working as partners, suppliers and distributors were able to win new business and increase profits.
Common mistakes made by sales people and how to avoid them - Juma WilliamJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
Common mistakes made by sales people and how to avoid them juma williamJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
Common mistakes made by sales people and how to avoid themJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
1) The document outlines preparation steps for sales success, including knowing your business, competitors, customers, and maintaining a positive mindset.
2) It emphasizes building relationships with multiple customer contacts to ensure business continuity. Learning personal details about customers helps retain them long-term.
3) Customer Excellence is a framework for customer-focused service delivery through skills development, continuous improvement, and accreditation. It aims to make customers the heart of public services.
20 top tips to spring clean your hospitality business 2016Lester Pyatt.
The document provides 20 tips for spring cleaning a hospitality business. Some key tips include reflecting on business goals and plans, delegating tasks to staff, conducting competitor audits, keeping marketing consistent and targeted, ensuring menu prices stay competitive, and adding perceived value and extras to entice customers. The document promotes a business development package to help implement the tips.
How To Accelerate Ahead Of The Competition PresentationBusiness Link
The document provides tips on how small businesses can accelerate ahead of the competition. It discusses developing "must have" marketing by identifying your niche customers and benchmarking against competitors. It also emphasizes providing "choice" customer care by delivering memorable quality, involving customers, and inspiring staff. Businesses are advised to work on "irresistible influencing" by being professionally personable, actively listening, and finding customers' "yes" buttons. The overall message is that by integrating marketing, customer care, and positive influence, small businesses can fuel their growth.
CEXIBIZ - Why customers prefer and recommendZwi Fainberg
This document provides an overview of strategies for businesses to become preferred and recommended by customers. It discusses the importance of focusing on quality, trustworthiness, professionalism, accessibility, efficiency, flexibility, caring, innovation, and maintaining relationships. The author advocates defining quality standards across the entire customer experience and continuously improving based on customer feedback. Becoming the preferred and recommended option requires exceeding customer expectations at every touchpoint.
The Personal Coach is celebrating its 10th anniversary in 2012. It thanks its clients for their support over the past decade. Some clients provide testimonials about how coaching from The Personal Coach helped increase their revenues and position them for future growth and success. The Personal Coach looks forward to continued growth and opportunities in the future.
If You Could Go Back In Time & Advise Your Younger SelfMark Masters
There are more people starting their own journeys to build their own business.
Here is a response from 20 business owners when asked if they could go back in time ...'What three things would you advise your younger self to build a successful business.'
The document discusses branding and provides examples of how different companies have successfully implemented branding strategies. It outlines a 6 step process for branding: 1) Take stock by reviewing brand perception, 2) Find your fit by positioning the brand, 3) Blueprint your idea by creating a branding strategy, 4) Align everyone by ensuring employees represent the brand, 5) Get your fans by communicating the brand to customers, and 6) Measure success. Case studies are provided on companies like Tru-Marine, Acez, Wood Doctor, Esco Micro, and Aalst Chocolate that underwent the branding process and saw positive results like increased sales and loyalty.
This document is a welcome book from Steve Mills Marketing that introduces the company and its services. It discusses that Steve Mills Marketing aims to help clients maximize their marketing potential by outsourcing their marketing department. The document outlines the company's guiding principles, commitment to clients, services provided, and general information about the business such as history and team. It also contains questions for clients to consider about outsourcing their marketing.
1) The document discusses skills and strategies for success in retail sales. It emphasizes building rapport with customers through open-ended questions to understand their needs, as well as handling objections calmly.
2) Top salespeople continuously work to improve their effectiveness through education and understanding what success means for their role. They also prioritize managing their time well.
3) Customer service excellence aims to provide tools for customer-focused change across sectors. Organizations should familiarize themselves with the criteria to improve customer experience.
This document discusses factors to consider when selecting a business venture, including proximity to raw materials and markets, availability of infrastructure, economic policies, demographics of target customers, industrial clusters, export processing zones, and free trade zones. It emphasizes the importance of locating a business near suppliers and customers to reduce costs and make it easy for customers to access products. Government policies, taxes, and the characteristics of the local population are also important to evaluate for different types of businesses.
The document provides tips for business owners planning to transition or sell their business. It discusses how preparation is important to avoid surprises. Key points of preparation include determining when to sell, identifying a buyer, establishing the business value, and ensuring the proceeds will fund retirement. The document cautions that business owners may encounter challenges like maintaining lifestyle without business income or minimizing taxes. It stresses that every business is unique and owners should explore a flexible range of options with experienced advisors to create the best outcome for their needs when transitioning their business.
The document provides guidance on improving customer service and relationships in a hospital setting through a concept called "dating your patients." It recommends anticipating patient needs, treating the whole person, being flexible, nurturing employees to provide good patient care, solving patient problems, listening to feedback, and maintaining ongoing relationships to ensure patient loyalty and return visits.
This document discusses how positioning is important for businesses to communicate their value to clients. It recommends that businesses clarify their positioning by answering three questions: 1) Who do you serve? Clearly defining ideal client characteristics helps target the right clients. 2) What do you do for them? Specializing in a specific expertise increases perceived value over trying to do everything. 3) How are you different? Identifying differences from competitors by understanding what matters most to clients allows businesses to better meet client needs and sell their services. Answering these three questions helps businesses boost confidence, clarity and revenue through a strong, specialized positioning.
Small Business BC Retail Distribution-09Dec2013Gerry Spitzner
The document provides an overview of key considerations for small businesses selling products to retailers. It discusses topics such as understanding the retailer's perspective, how to approach retailers, what retailers look for in suppliers and products, retail pricing and distribution channels, common retail terminology, and creating an effective sales and marketing plan for retailers. The document emphasizes learning about the retailer's business, customers, and priorities; keeping presentations simple; focusing on the value provided to the retailer; and being prepared to address retailer needs and objections.
The document provides 10 tips for launching a new business: 1) have passion for your business idea, 2) conduct research to gather information, 3) surround yourself with positive and professional people, 4) set clear and measurable goals, 5) be willing to take moderate risks, 6) remain adaptable to changes, 7) be proactive once your plans are set, 8) differentiate your business to attract customers, 9) keep things simple, and 10) secure necessary financing. An entrepreneur should have traits like autonomy, determination, optimism, flexibility and the ability to learn.
How to recognise the key obstacles in dental practice success through 7 strategies that increase the sales and profits of the business through people-focused leadership development.
The document discusses five stories of suppliers assisting distributors in making sales. It describes how suppliers can provide expertise, pricing perspectives, and quick turnaround times to help distributors close deals. Specifically, it discusses how a calendar supplier, apparel supplier, and backpack supplier each provided valuable assistance to distributors during sales presentations and rush order fulfillment. Working as partners, suppliers and distributors were able to win new business and increase profits.
Common mistakes made by sales people and how to avoid them - Juma WilliamJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
Common mistakes made by sales people and how to avoid them juma williamJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
Common mistakes made by sales people and how to avoid themJuma William
Selling products is like making a relationship. It needs deep understanding and listening skills. There is a difference between CONTACT and CONTRACT, which is R that stands for Relationship.
CLIENTS NEEDS:
1. Respect,
2. Genuine Product,
3. After sale's service
4. Feedback-ask how the product/service is?
5. Relationship-Continuous vibes.
1) The document outlines preparation steps for sales success, including knowing your business, competitors, customers, and maintaining a positive mindset.
2) It emphasizes building relationships with multiple customer contacts to ensure business continuity. Learning personal details about customers helps retain them long-term.
3) Customer Excellence is a framework for customer-focused service delivery through skills development, continuous improvement, and accreditation. It aims to make customers the heart of public services.
20 top tips to spring clean your hospitality business 2016Lester Pyatt.
The document provides 20 tips for spring cleaning a hospitality business. Some key tips include reflecting on business goals and plans, delegating tasks to staff, conducting competitor audits, keeping marketing consistent and targeted, ensuring menu prices stay competitive, and adding perceived value and extras to entice customers. The document promotes a business development package to help implement the tips.
The document discusses developing customer focus. It outlines that customers are vital to any organization's success and their expectations include having questions answered, problems solved, and ideas shared in a timely manner. The goals for meeting customer expectations are to treat them well, satisfy their needs, and make them feel valued. Customers expect high quality, fair priced, clean, and safe products and services. Building good customer relationships and maintaining customer loyalty are also discussed.
12 skills you need to keep your job in salesSalesLoft
Sales skills that are important to keep your job in sales include knowing your target customers and communicating your value, having a positive attitude and ability to bounce back from failures, being digitally savvy and communicating with customers on their preferred networks, listening skills to understand customer needs, presenting a unique style and building trust with customers through follow through. Strong writing skills are also important to articulate yourself clearly in communications.
Courtesy, empathy, and active listening are among the most important skills for customer service representatives to master according to the document. It outlines 15 essential skills, including being polite, finding common ground with customers, admitting mistakes, showing appreciation, communicating clearly, and adapting to different customer needs and moods. The goal is to resolve issues, ensure customer satisfaction, and build trust and loyalty through compassionate and consistent service.
Care and Feeding of SaaS Customers | 10 Tips to Drive LoyaltyJerome Pineau
SaaS business models are driven primarily by churn - that's the rate at which your customers are bailing out. Here are 10 simple tips on how to generate loyalty and avoid the churn monster.
Here’s a simple way to build your business - stop thinking of yourself as a business and consider your business a brand. Here are ten easy tips to help identify what yours is.
This document provides a 3-page report on communicating with customers. It begins with an introduction that describes the importance of customer communication for business success. It then discusses various aspects of communicating with customers, including making them feel welcome, listening to their needs, and providing accurate information. The report also provides 11 tips for good customer communication. It uses the brand Levi's as a case study and describes Levi's history and focus on customer satisfaction. Overall, the report emphasizes the critical role communication plays in creating satisfied customers and growing a successful business.
Mike wittenstein_keynote for eventus istanbul_101208Mike Wittenstein
The document discusses what makes for the best customer experiences and how to design them. It notes that while most companies think they offer great experiences, very few customers actually agree. The key is to design experiences around what customers want most in order to gain a sustainable advantage over competitors. Examples like Apple, Build-A-Bear Workshop, and others illustrate how to put the customer at the center of the design process and empower them to cocreate memorable experiences.
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
Today, I would like to take you to the basics and share with you a short and clear list of customer service essentials. Most of them are fairly common knowledge, and they won’t take you much effort
to follow, but still they are absolutely critical to ensure you perform your job professionally and serve your customers right.
The advertising industry puts a lot of effort into educating their staff and upgrading client management skills. I hope to share some of what I’ve learned over the years to provide some ideas to hold up the client side of the relationship.
The cost of acquiring a new customer is on average five times greater than the cost of retaining an existing customer.
In spite of that statistic, most organizations spend more effort on acquiring new customers than on investing in the maintenance of current ones. This is both foolish and poor business. Retention equates to lower acquisition costs, greater word-of-mouth referrals, more stable and predictable customer interactions and generally improved organizational morale. Join us for an hour of learning and insight into the mind of the customer and what he or she really wants. In order to be effective, “extraordinary” customer service must be translated into every behavior and action that all employees understand. These “standards of excellence” are the minimum level of acceptable performance from any member or process at any time.
https://www.hrdqu.com/webinars/what-customers-really-want/
This document provides tips for building a strong brand from a branding agency with over 20 years of experience. It emphasizes that uniqueness, thinking differently, creativity, offering great value, innovation, honesty, appointing brand ambassadors, consistency, conversation, and regular modification are key to developing a brand that resonates with customers and grows sales over time. The agency promises a practical and cost-effective approach to creating original, creative branding solutions.
Have your customer service representatives started talking politely? Has the call time taken to successfully deal with a customer reduced? Have your started taking the customer complaints seriously?
Prime Performance: 2011 Customer Experience With Bank Call CentersJim S Miller
This survey of nearly 2,000 bank and credit union customers found that overall satisfaction with call center representatives is increasing, though satisfaction remains highest at credit unions and small banks. Key findings include:
- Credit unions and small banks had the highest levels of satisfaction, effectiveness of representatives, and likelihood of being recommended, while the largest banks like Bank of America and Wells Fargo had among the lowest ratings.
- Younger generations and lower-income customers reported lower satisfaction and were less likely to recommend their bank than older and higher-income groups.
- Inquiries that were resolved during the call center contact led to much higher satisfaction than those that were not resolved.
Prime Performance 2011 California Bank & Credit Union Customer Experience SurveyJim S Miller
The report, based on a survey of 2,353 bank customers and credit union members in California, shows customer experience rankings for eight major banks and credit unions, including; Bank of America, Bank of the West, Chase, Citibank, Golden 1 Credit Union, U.S. Bank, Union Bank and Wells Fargo.
Prime Performance 2011 Investment Call Center Satisfaction SurveyJim S Miller
The document summarizes a survey of over 2,000 clients who recently interacted with call centers at major investment firms. Key findings include:
- Overall client satisfaction with call center service was 74%, with a net satisfaction score of 71% across all firms.
- T. Rowe Price had the highest net satisfaction score of 80%, followed by Charles Schwab at 77% and Vanguard at 76%.
- Younger generations, such as Gen Y, reported lower satisfaction levels than older generations such as Boomers and Pre-Boomers. Client satisfaction levels tended to increase with age.
- Satisfaction levels varied somewhat across firms for different age groups, with T. Rowe Price performing best
Prime Performance: 2010 Customer Experience With Bank Call CentersJim S Miller
Prime Performance surveyed nearly 1,781 customers who had recently interacted with a bank or credit union call center representative to better understand what drives customer satisfaction. This report is based on the Prime Performance 2010 Bank & Credit Union Survey and shows scores for credit unions, small banks with less than 300 branches, large banks with 300 or more branches, and the three mega-banks; Chase, Bank of America and Wells Fargo.
Prime Performance Research: Customer Experience Opening New AccountsJim S Miller
The document summarizes a survey of customers who recently opened new bank accounts. Some key findings include:
- Credit unions had the highest customer satisfaction of 88%, while Chase had the lowest at 64%.
- 25% of customers said they were already likely to switch banks within 12 months.
- Customers valued friendly, knowledgeable representatives who thanked them and didn't waste their time. Long wait times and unfriendly reps lowered satisfaction.
- Customers expected reps to be knowledgeable about products and services and explain things easily. Lack of knowledge greatly reduced satisfaction.
Prime Performance: Customer Experience with Bank Teller Transactions - Fast a...Jim S Miller
Tellers have a huge impact on how customers feel about a financial institution. Clients at small banks and credit unions report significantly higher levels of satisfaction with teller service than individuals doing business with large banks and megabanks, like Bank of America, Chase and Wells Fargo, according to a new study, Customer Experience with Teller Transactions by Prime Performance, which advises banks on improving the client experience.
Prime Performance 2010 Bank and Credit Union Satisfaction SurveyJim S Miller
The results from this survey of over 6,000 U.S. bank and credit union customers are clear; customer satisfaction is highest at credit unions and small banks. The report issued today analyzes results for credit unions, small banks, large banks and mega banks, including Chase, Bank of America and Wells Fargo.
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
Discover the Beauty and Functionality of The Expert Remodeling Serviceobriengroupinc04
Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
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The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Presentation by Herman Kienhuis (Curiosity VC) on Investing in AI for ABS Alu...Herman Kienhuis
Presentation by Herman Kienhuis (Curiosity VC) on developments in AI, the venture capital investment landscape and Curiosity VC's approach to investing, at the alumni event of Amsterdam Business School (University of Amsterdam) on June 13, 2024 in Amsterdam.
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50 Tips to Keep a Customer
1. by Jim S Miller, President, Prime Performance Inc.
50 Tips to Keep a Customer
50 reinforcement tools for developing enduring client experiences
This collection of tips is a free gift from Prime and proactively educate our clients on how to
Performance. It is an insightful tool that helps use them to the best possible benefit of their
to reinforce positive behaviors that contribute to organization. In our 20 plus years of experience,
an exceptional client experience. We believe so we have seen the direct relationship that these
much in the impact of these behaviors, that we behaviors have on sales results. Yes, creating
measure each one when surveying customers a great client experience drives sales!
50 Tips to Keep a Customer | 2012
2. Dear Reader
Please feel free to use these tips as a
handout with your employees or send
to friends via e-mail. It is meant to be
shared.
I wish you great success in the future,
and I know that your clients will
benefit from your interest in creating
an experience that will help keep
them around. If you would like to get
a significant lift in both retention and
sales, please contact me via any of the
links below. I’d be more than happy to
tell you how Prime Performance can
help you do just that.
If not, congratulations on being a top
achiever who constantly strives to
improve. Here’s to creating great client
experiences!
Jim S Miller
50 tips that reinforce
exceptional client
experience behaviors
primeperformance.net
TIPS
3. PASSION COURTESY FOCUS THINK : -)
1
The best companies
2
Treat colleagues
3
Stay focused on the
4
Speak with a smile.
have a clear passion for politely. Remember that customer relationship. Your customer, your
serving their customers. customers watch the You can’t know the colleagues, and the
Before you meet your interaction in your branch details of every product person on the phone
first customer each day, or even call center. If you you offer, but you can will have a positive
remind yourself that this enjoy your colleagues, know that customer association with your
is an ongoing relationship the customer will trust better than your branch if they hear you
that should deepen with the environment. competitors. Uncover smile. A good attitude
every interaction. at least one new detail is as contagious as a
about your customer in bad one.
every interaction.
ADD VALUE DON’T PUSH BALANCE RESPECT TIME
5
Understand that all
6
Stay focused on what
7
Be professional and
8
Do everything you can
buying decisions are first is important to your friendly at the same to prevent wait time.
emotional ones. Speak customer. Don’t product time. If you’re friendly but Customers have busy
in benefit language that push if it doesn’t fit your don’t meet their needs, lives, and they need to
acknowledges what is customer’s needs. they won’t deepen their know you value their time.
valuable to that customer. relationship with you. If there is a wait, let them
know (honestly) how long
it is and offer them water
or coffee.
50 Tips to Keep a Customer | 2012
4. PROACTIVE “HI MARTHA” TICK TICK TICK CURIOUSITY
9
Offer solutions, not just
10Use the customer’s
11
Welcome customers
12
Be a detective.
order-taking. When a name. Nobody wants to immediately. Don’t let Have an insatiable
customer needs help, feel like a number, and them stand for even curiosity about a
really listen. Take care of the use of their name 20 seconds without customer’s needs.
their request, but think reminds them that to somebody calling out a Do they own a small
about better ways to your company they greeting or making eye business? Have small
serve them. Proactively are Sue or Joe or Mark contact. children? Do they
offer those solutions, or Linda. They’re not have accounts at other
and they‘ll start to trust number 24. institutions?
your expertise.
LOOK SMART BE FAIR CULTIVATE EXCELLENCE THE RIGHT SPIRIT
13
Dress professionally.
14Treat customers fairly.
15
Don’t ever stop
16
Greet the customer with
The first impression If you made a mistake improving your skills. energy, not obligation.
is made in a matter of that cost them money, Any person that interacts An energized, positive
seconds. Most people then fix it. Don’t defend with customers should tone makes all the
don’t feel comfortable yourself; do what‘s fair. constantly improve their difference in a customer
having someone in conversation, service, interaction. If you smile,
shorts managing their and sales skills. Seek make eye contact, shake
money. Let customers out training that can hands, find something to
know you value them help you better serve the laugh about, you’re going
enough to dress nicely customer. to have a customer for as
each day. long as you’re around.
primeperformance.net
5. INTERACT FOLLOW-UP OWN IT PRIORITY #1
17
Ask customers how they
18
Follow-up when you
19
Hold yourself
20
Make happy customers
feel about your company. promise to, and some- accountable for getting your number one
The only way to know times even when you customer satisfaction goal. Outstanding
how you’re really doing don’t. If you tell a numbers higher. customer experience,
when it comes to serving customer you’re going to If you measure, then not free giveaways, is
and retaining customers follow-up with informa- you should use the what results in happy
is to ask them. tion, do it, sooner than information to help the customers.
expected, if possible. customer and ultimately,
The follow-up alone will raise your sales results.
blow them away.
ENGAGE EVALUATE ACCOMODATE REPEAT
21
Don’t try to ignore
22
Ask yourself how a
23
Make pleasing customers
24
Improve constantly.
problems, handle them. customer might answer: a daily habit. Gauge your Understand that
Customers don’t like What could we have done daily success based upon customer satisfaction
problems any more than to improve our service? the number of happy is always reliant on the
you do. If you will do Then do it. customers you create, last interaction. Creating
everything in your power rather than the number of customer loyalty isn’t
to find a solution, they’ll products you sell. You’ll a one-time marketing
stay with you. find that the two are effort; it must involve
directly related. daily action.
UNDERSTAND UP-BEAT LISTEN TAKE NOTES
25
Try a little empathy.
26
Start your day by
27
Listen to every word
28
Unless you’re a teller,
If you’re really frustrated listening to something the customer says. you should take notes
with a customer, put positive. To create a Try to block out other any time a customer talks
yourself in their shoes positive tone for your distractions, and listen to you. Their problem
for a moment. Take a customer, you need to as if this is the most or request needs to be
deep breath, and try to create your own attitude important customer noted, so that the next
understand that they’re by listening to things that question in the entire time they come in, you
busy and tired and need make you feel good first. world. Don’t assume you can reference it and show
your help. know their problem, and your knowledge of their
don’t interrupt them. needs.
50 Tips to Keep a Customer | 5
6. RELATE TRUTHINESS ANTICIPATE NO JARGON
29
Be positive in your
30
The customers’ percep-
31
Don’t just meet needs;
32
Use language the
comments. Say things tion is the only truth that anticipate them. You customer understands.
like “I really appreciate matters. It doesn’t mat- should always be in Slipping into jargon
your business,” or “Drive ter if you remembered a hurry to help the means leaving the
safely,” or “Take good an interaction differently customer. Think about customer out of the
care of that hurt ankle!” than the customer. If the why they might be in conversational loop.
Those comments let the customer believed the your place of business, They won’t ask you to
customer know that you interaction was not posi- and proactively offer explain what an NSF is,
care about the personal tive, then you need to help they might be they will simply leave
things. understand why, so you hoping to receive. and go somewhere else.
can correct.
ATTENTIVENESS RESPECT
33
Provide laser-like
34
Never let the customer
attention. Avoid watching lose face. Even if a
others around you when situation has occurred
waiting on a customer; because of an incorrect
if you have to answer action by the customer,
a phone, explain why stay focused on the
and get off the call as solution and let them
quickly as possible. Your know that you are there
undivided attention lets to help and appreciate
the customer know you their business.
are focused on them.
ASSIST “I’M SORRY” TIME MANAGEMENT “HELLO, I’M ”
35
Provide unsolicited
36
Apologize. If a customer
37
Prioritize your time.
38
Introduce yourself by
help. If a customer is upset, an apology is Don’t let forms and name. While you should
mentions they’re going always appropriate. Let processes take away time use the customer’s
to an appointment but them know you’re sorry from your customers. name, they should also
aren’t sure how to get so you can move on to a There’s enough time to get know your name. That
there, offer directions or solution. that done when a cus- sets up a more intimate
Mapquest™ the route tomer is not at your desk. conversation that will
for them. Extras are Make sure you know that create a longer term
remembered. customers get priority. relationship.
primeperformance.net
7. PROBLEM-SOLVE SERVE A to Z APPRECIATE
39
Handle objections with
40
Always ask how you can
41
Make sure you’ve taken
42
Thank customers for their
an eye on solutions. help. By starting every care of every need. business. Even if they’ve
Don’t perceive an conversation with “How Before a customer leaves, been your customer for
objection as a personal may I help you?” you always ask “Is there ten years, they need to
attack; instead, look at let the customer know anything else I can do for know that you appreciate
it as an opportunity to that they are not an you?” Most customers the fact they’ve chosen
impress the customer interruption to your day. will say no, but it lets you from thousands of
with your solution. Instead, you are there to them know you are not competitors. Thank them
serve them. rushing them out the every time you interact
door. with them.
SINCERITY POSITIVE ENERGY PRECISION USER FRIENDLY
43
Be friendly. There’s a
44
Enjoy your job. If your
45
Process transactions
46
Make sure your products
difference between being goal each day is to help quickly and accurately. are easy to use. If a
polite and being friendly. your customers to the Customers might not customer walks away and
Politeness can still be best of your ability, you’ll discuss accuracy but they then doesn’t understand
cold. Friendliness is enjoy your job. If you will always expect it. A lack how to use your products,
couched in the warmth enjoy your job, customers of accuracy, or taking too they’re going to quietly
of a smile and a desire to will enjoy coming into long to take care of a cus- leave. If a product is com-
truly help the customer. your place of business. tomer, can cause them to plicated, ensure that there
walk out your door and into is training before the cus-
the door of a competitor. tomer walks out the door.
BE INFORMED INQUIRE BENEFIT DRIVEN IT’S SHOWTIME
47
Be knowledgeable.
48
Ask, ask, and ask again.
49
Understand benefit
50
Recharge every day. Start
Even if you’re friendly and Most sales people language. We often talk every day with a curtain-up
charming, a customer aren’t curious enough in features, giving the mentality. Each day is a
trusts that you are an about their customer’s facts of a product. Talk performance, a chance to
expert in your field. Make needs. Determine three in language that means take care of people who
sure that you know questions you want to ask something to your need your help.
about the most common of every customer, and customer. If they’re busy,
products, and can then ask more. talk about “saving time.”
suggest them confidently.
50 Tips to Keep a Customer | 7
8. About the author About Prime Performance
Jim S Miller is the President of Prime Performance. Jim has Prime Performance works exclusively with financial
worked for some of the nation’s largest financial institutions, institutions to help reduce customer attrition, increase share
including SunTrust Bank, Bank One and NationsBank. of wallet, grow market share and improve profitability by
Through senior roles in marketing, finance, market research, developing and implementing a superior client experience.
customer analytics, incentive management and retail Since 1989, we’ve been pioneers in measuring client
administration, Jim has acquired a broad understanding of satisfaction and converting that data into comprehensive,
the many challenges faced by financial institutions. actionable plans for improving client experience.
During Jim’s 20+ years in the financial services industry, Jim We know that service creates loyal clients. We also know
has had a unique view into how the actions of front-line that loyal clients are more profitable clients. How do we
employees affects the behavior of clients which ultimately know this? Because we’ve spent over 20 years talking
drives an organization’s bottom line. It is his personal to millions of people about what they want from their
mission to empower financial institutions to realize their full financial institution and what keeps them coming back. If
potential by improving their client experience. you’re looking to improve your firm’s bottom line, let Prime
Performance put this knowledge to work for you.
Jim majored in Finance at The College of William and Mary
and earned his MBA from The University of Virginia’s Darden
Graduate School of Business Administration. Jim now calls
Boulder, CO home.
12340 W. Alameda Pkwy
Suite 100
Denver, CO 80228
primeperformance.net 50 Tips to Keep a Customer | 8