1) The document discusses a case study about addressing customer complaints and improving customer satisfaction. 2) It provides metrics on customer retention rates based on how customer problems and complaints are handled. 3) The key recommendation is to fix customer problems and complaints by getting to the root cause in order to improve the customer experience and increase the likelihood they will remain loyal customers and provide recommendations.

1. A Customer Complaint is a Hidden Gift The Strategy Guy

2. Today’s Agenda Group Introductions Pulse Check Ground Rules for success Moderator Introduction Case Study Tools Q & A Pulse Check, Summary & Close

3. Group Introduction Your Name Your Company / Organization Your Role Your Passion

4. Pulse Check

5. Some Rules for Success Cell Phones OFF Equal Status Own Your Own Experience Be specific

6. Moderator Introduction Customer Service @ 14 years of age The Strategy Guy Productivity Transformation Human Capital Transformation

7. I Have a Complaint for You

8. Case Study - Facts

9. Case Study - Facts

10. Let’s do the Math New customer acquisition cost = 4x New employee cost = 1y salary 8 to 10% of No Problem Reported = Don’t return 10 to 25% depending on product performance 14% of Satisfied w/ Problem fix = Don’t return 70% of Unsatisfied w/ Problem fix = Don’t return 45% of Problem NOT reported = Don’t return

11. What can you do? How many total clients do you have? Look for the problems Fix the root cause Ask your clients for specifics? Did this ever happen before? How is it impacting your business? Fix the client first! Cycle your feedback into production! Change “satisfaction” mindset to an “enthusiastic recommendation” mindset

12. Case Studies Fix the Customer First Philosophy Ristaurante DiLullo MBI Corporation Sun Microsystems Hewlett Packard

13. The Rewards Yourself Emotional Your Organization Financial Your Client Peak Experience Self-actualization Esteem needs Belongingness & Love needs Safety needs Biological & Physiological needs

14. Peak Experiences “ there are moments of ecstasy which cannot be bought, cannot be guaranteed, cannot even be sought… … but one can set-up the conditions so that peak experiences are more likely, or one can perversely set up the conditions so that they are less likely” Abraham Maslow

15. What should you measure?

16. Don’t Get Bogged Down By Tools KPI’s Pick just 1 Dashboards Net Promoter Score Questions Recommendations Continuous Improvement Customer Satisfaction Surveys Close-to-the-Customer

17. Feedback & Tools

18. Pulse Check

19. Remaining Questions

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