HHC 2012: Hoosier creating the customer exp hd
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The document discusses creating positive customer experiences. It emphasizes that attitude is the most important factor in life and business success. It states that we have control over our own attitudes each day. The customer is always right in that they have the right to be treated as the customer. Organizational culture evolves over time based on events, behaviors, systems, and attitudes. Most customers leave due to unmet expectations rather than other reasons like price. Excellent customer service requires balancing procedure with personalization.
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HHC 2012: Hoosier creating the customer exp hd
- 1. Creating The Customer Experience Hoosier Hospitality March 2012
- 2. Attitude The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or even do. It is more important than appearance, giftedness or skill. It will make or break a company… a church…a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past… we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the string we have, and that is our attitude. I am convinced that life is 10 percent what happens to me and 90 percent how I react to it. And so it is with you…we are in charge of our attitudes! -Charles Swindoll 2
- 3. Customer Service The Customer is always right? The Customer has the right to be the… Customer Everyone in our organization 3
- 4. The Evolution of a Culture 4
- 5. The Evolution of a Culture Event Behavior Systems Culture 5
- 6. Where Have All The Customers Gone? 1% - Died 3% - Moved away 4% - Naturally float 5% - Change on a friend’s recommendation 9% - Can buy it cheaper somewhere else 10% - Are chronic complainers 68% - Go elsewhere because their expectations were not met 6
- 7. It’s Easy A Perfect Product Delivered By A Caring Friendly Person In A Timely Manner With World-Class Problem Resolution 7
- 8. Service vs Experience Customer Service Reactionary Customer Experience Anticipated Customer Loyalty Priceless 8
- 9. Excellent Customer Service Is a Balancing Act Procedure Personal Procedure Personal Procedure Personal 9