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Bring back that loving feeling

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ISA Marketing & Sales Summit
ISA Marketing & Sales Summit

Catherine Derkosh and Don Mack, from Siemens, discuss customer satisfaction and retention.

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Catherine Derkosh, Marketing Communications Manager Don Mack, Sr. Marketing Specialist Bring Back That Loving Feeling Customer Satisfaction & Retention
Your Presenters – Who are We? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What we do for fun? ,[object Object],[object Object],[object Object],[object Object]
Bring Back That Loving Feeling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What is Customer Satisfaction - From Wikipedia ,[object Object],[object Object]
Why Customer Satisfaction Is Important ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ways to Impact Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“Think Customer” Program ,[object Object]
Encourage Face-to Face Dealings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Encourage Face-to Face Dealings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Keep Your Customers Informed ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Keep Your Customers Informed ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understand Your Customers ,[object Object],[object Object],[object Object]
Understand Your Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Make It Easy for Your Customers to Do Business with You ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Personal Invitations to Industry Events
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer Service and Support
Customer Satisfaction Call Follow-up Surveys ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Collect Customer Satisfaction Information ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Training Seminars
What else can Sales do to maintain customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
References ,[object Object],[object Object],[object Object]
Top 10 Ways to “Bring Back That Loving Feeling” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Bring back that loving feeling

  • 1. Catherine Derkosh, Marketing Communications Manager Don Mack, Sr. Marketing Specialist Bring Back That Loving Feeling Customer Satisfaction & Retention
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Editor's Notes

  1. that the cost of acquiring a new customer is an average of 5-7 times the cost of retaining an existing customer and the return on the additional investment can be significant. So, we have a good idea of why customers leave and we know that it’s very expensive to lose them. What are we going to do about it? This presentation will focus on the 68% that are feeling unloved. What can sales and marketing professionals do to "bring back that loving feeling"? A lot! You’ll be presented with some ideas about what you can do to keep your customers happy and how you can monitor your progress.
  2. This part of the presentation should be 5 to 10 min.
  3. This year in Chicago, 165 companies from 36 industries from 41 states and 9 countries were represented. Our user community is a dynamic, international network of diverse industries and technology applications. We hope that you did succeed in "expanding your world of automation" through the 114 breakout sessions, the general sessions, the exiderdome solutions showcase, the many networking opportunities, the roadmap sessions and feedback forums.
  4. If you don’t listen to your customers needs and desires you will fail to give them what they need in a product, because you simply don’t know what it is that they need. Indicate the seriousness bout improving quality of products and services