The document promotes The Experience Workshop which helps businesses improve their customer experience and loyalty. It notes that today's economy creates a confusing landscape for consumers who will withhold business unless they perceive significant added value. The workshop helps businesses transform by starting with customers through surveys, focus groups, and customer communities to understand their needs and issues in order to target critics, passives, and fans with specific strategies. This creates real value through word-of-mouth and helps businesses continuously improve their customer experience and loyalty.

1. The Experience Workshop Know Your Business Grow Your Business www.experienceworkshop.com

2. Today’s economy creates a confusing competitive landscape

3. Discretionary spending is limited

4. Consumers are worried about what’s on the horizon

5. Customers will withhold their business unless they perceive significant added value!

6. But even with this challenging new landscape, new opportunities emerge

7. Taking advantage will require more than “good fortune.” Transform your business to make the most of the opportunity

8. Where do you start? With your customers!

9. Have you lost customers? Why? Could you be spending less on advertising? Do loyal customers recommend you ? Are you earning more customers? Are your customers staying? Could they be buying more?

10. The only way To know? Assess! Surveys Focus groups Customer communities

11. It’s important to know, but to really win, you must… Go Beyond STATisfaction

12. Act on what you learn! Close the loop on open customer issues Determine how many customers are: Critics Passives Fans Angry or punitive. They are a “real drag” on your business growth. They are neutral and add no value Create value for you! They put the “buzz” in your business!

13. Ican help you target each group with a specific strategy! Add real value by expanding word of mouth! We’ll show you how! FANS PASSIVES CRITICS

14. A highly customized Customer Experience Strategywill help you Convert merelySTATisfiedcustomers into cheerleaders Hold the line on costlyincentives, coupons and giveaways by increasing word of mouth Continuously keep score so you know where you stand at all times Provide a plan of action for continuous improvement of your Customer Experience Train and develop team focus on Customer Loyalty goals We help you go from what? To WOW!

15. Starting with your customers, extending through your front-line The Experience Workshop will help you hit the customer loyalty target every time In a way that generates a real difference in your bottom line