Customer loyalty the king is dead
•Download as PPTX, PDF•
0 likes•148 views
Presentation regarding customer loyalty at Brand Camp 2015
Recommended
Recommended
More Related Content
Recently uploaded
Recently uploaded (20)
Featured
Featured (20)
Customer loyalty the king is dead
- 1. The King is Dead! Long Live the King!
Editor's Notes
- Is customer loyalty dead, or has the nature of customer loyalty changed? Click and Say In the middle ages, a member of the French nobility, the Peer of France as soon as the coffin containing the remains of the king decended into the vault. This officially announced the death of the king Long Live the King refers to the heir who immediately succeeds the former King.
- Delta Tau Chi home of John Bluto Blutarsky Mike the young agent: Ohio
- 3 out of 5 customers will give up a favorite brand to get better service experience 90% will spend more (13%) with companies that they believe provide excellent service (American Express)
- Switching Is Easy I don’t have to walk my policies over to your competitor Your producer doesn’t have to knock on my door I can check the web Scariest of all: Your customers are being encouraged to leave!
- T Mobile Ad: 401k provider: We’ll make the telephone call to your current 401k to close your account How long before somebody is offering to call your agent and cancel your policies pro-rata?
- Agency Universe Study 88% Average customer Retention rate So why do they stay? Time and effort to switch is seen as excessive The relationship is with an employee, not the business Habits are hard to break Too Busy: renewal comes and they just pay it They’re already gone – You just don’t know it yet.
- Jan Carlzon Chairman & CEO of Scandanavian Airlines System: Wrote a book called :Service America Where he talked about Moments of Truth The perception of the relationship is the sum of recent experiences If we want to have loyal customers, then we’ve got to make certain that they
- New customer loyalty is earned. They expect you to be loyal to them before they are going to be loyal to you.
- Social Media to Inform and Entertain
- Customer Notification with Mobile Weather alerts Community happenings
- Tell customers why your policies provide better coverage
- Communicate more than just at renewal Servicing Customers with Care and Compassion
- Time to Double Down
- If you believe that customer loyalty is about swearing fealty to your agency Click
- I’m here to tell you that the “King is Dead!”
- “LONG LIVE THE KING!”
- Just to cement the concept, here is what I think Reciprocal Loyalty should look like.