Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
Customer centricity is not easy. Marketing tries to spread a brand message, customer service tries to fullfill the promises.
This presentation proposes a new approach for contact centers, with a focus on value creation instead of on cost cutting.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
World Class Service: Creating a Positive Customer ExperienceRasmussen College
Customer service is at the core of success or failure of many brands. No business can stay afloat without customers. How you treat—or mistreat—customers can determine how long your doors stay open. Our Rasmussen College subject matter expert, Patty Sagert, shows you how to create a positive customer service culture.
Delivering excellent customer service for a luxury brandClive Sury
How to deliver excellent customer service for a luxury brand - what's involved, the critical success factors, measures to assess effectiveness and implementation plan.
Customer centricity is not easy. Marketing tries to spread a brand message, customer service tries to fullfill the promises.
This presentation proposes a new approach for contact centers, with a focus on value creation instead of on cost cutting.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
World Class Service: Creating a Positive Customer ExperienceRasmussen College
Customer service is at the core of success or failure of many brands. No business can stay afloat without customers. How you treat—or mistreat—customers can determine how long your doors stay open. Our Rasmussen College subject matter expert, Patty Sagert, shows you how to create a positive customer service culture.
Delivering excellent customer service for a luxury brandClive Sury
How to deliver excellent customer service for a luxury brand - what's involved, the critical success factors, measures to assess effectiveness and implementation plan.
How to Start a Successful Small Business: Tips to Startup EntrepreneursPowerHomeBiz.com
What do you need to successfully start a small business? Here’swhat a startup entrepreneur needs to do to increase chances for success. For complete article visit http://www.powerhomebiz.com/blog/2010/05/tips-to-startup-small-business-entrepreneurs/
Putting Presentations In Their Place: Engaging The Audience And Delivering Th...Michael Blachly
When you present, does everyone look at their phone? Do you get sweaty palms or butterflies in your stomach? Do your PowerPoint slides look like pages out of the dictionary? Maybe it's time to re-think presentations.
Whether it is a one-on-one discussion or speaking before large groups, being a good presenter is instrumental in your success as a marketer or attorney. Join us as Michael Blachly shares speaking and presentation techniques to keep your audience engaged and have you standing up with confidence and skill!
Currently there are almost 1.2 million lawyers licensed in the United States of America with more law students graduating every year. As the industry becomes more competitive and aggressive, building client development skills early on can protect your career and make you a more valuable resource.
This presentation reviews the importance of client development and the skills you will need to develop as you enter the legal market.
What can you do to make every day a productive day. This presentation reviews the strategies from Getting Things Done as well as my own thoughts and wisdom to make every day a PRODUCTIVE day.
Currently there are almost 1.2 million lawyers licensed in the United States of America with more law students graduating every year. As the industry becomes more competitive and aggressive, building client development skills early on can protect your career and make you a more valuable resource.
This presentation reviews the importance of client development and the skills you will need to develop as you enter the legal market.
A discussion on how attorneys can use social networking for client development - including which you should use and the pitfalls you should watch out for.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
8. The Good This hotel chain uses the motto “we are ladies and gentlemen serving ladies and gentlemen” and are encouraged to ‘break away’ from whatever they might be doing to help serve a customer.
10. The Good From the moment you enter this store, you are allowed to put your hands all over the computer equipment and play as long as you like. A virtual army of t-shirted clerks is on hand not to sell but to help. At some stores, the dog can come inside, too.
12. The Good This insurance and financial services giant has for many years stayed in the top 10 of almost any list that ranks companies for their customer service.
16. The Good This downtown Fort Worth steak and seafood restaurant is known for its extremely good staff and excellent food.
17.
18. The Good This Caribbean resort gives its profits back to its employees to encourage its employees to look for cost savings and to provide top-level quality service.
Let me clarify today’s topic. This isn’t about making customer service departments better. Or sales reps. This isn’t about spending loads of money to provide top notch products and services. This is about a merging of branding, sales, and product and then going the extra mile to provide the ultimate customer experience.We are going to discuss everything from the individual connection to the overall company in its relation to the customer.WARNING – I will be picking on companies! (without Risk, there is no reward)I want to mention LRM because it is going to be brought into the conversation throughout the day. Texas based, full service with almost 100 attorneys in offices in Dallas, Houston and Tyler We are ranked as the 29th largest law firm in Texas. We are The fastest growing law firm of the top 40 law firms in Texas We are one of the few firms that grew in revenue in 2009 Best Place to Work by Dallas Business Journal and the Houston Business Journal And we do IP/Copyright law.Poll: What type of marketing do you do: Those whose company provides products (retail, manufacturing, etc) Those whose company provides services (banks, law firms, trade associations, cleaning companies, etc) Other –
First to Market Effective Use of Technology --amazon.com (they don’t want their customers to work / iphone app)Strategically Located (amazon.com wouldn’t work as a storefront and an accounting firm wouldn’t open in Mineola, Texas)Quality Service Driven (Las Vegas Resorts – 50 pillows but they will buy the type you want if they don’t have it)Investing in Clients (rewards programs, building longterm relationships)The latter are the two we are going to be discussing today more than anything.Obviously you all know the negative effects of having bad customer service. Loss of clients Loss of referrals Increased complaints tie up customer support lines and operational staffExceeding Client Expectations results in loyal following customers willing to pay more little reason to take business elsewhere Refer your business to other peopleA Major Rule of Thumb - It is far cheaper to keep an existing customer happy than to covert a stranger into a customer.
Businesses in a wide range of industries that have succeeded in making the delivery of outstanding experiences a competitive advantage.OPEN FOR DISCUSSIONThink of Starbucks, Amazon.com, H-E-B Central Market, Hewlett Packard, Las Vegas resorts, or any smaller, local company that goes out of its way to delight its customers and make their lives easier and more pleasant. Las Vegas: Encore – Best Spa in Vegas Four Seasons – No casino (connected to the Meridian) but exudes luxury Bellagio – The fountainCustomers, in turn, go out of their way to recommend these businesses to friends and family.
QUESTION – This airline is a low-budget airline that differentiates itself with its culture of fun.
QUESTION – This airline is a low-budget airline that differentiates itself with its culture of fun. Started as a budget airlines (irony since it still doesn’t charge fees).While going lean, it went for something else, too: fun. Today, attendants might break into song or rap.They are fun.They have a great magazineThey have makeup for it when they screw upThey love their job"We consider ourselves a customer-service company that just happens to fly airplanes.“For instance, they send a letter of apology to every passenger on a significantly delayed flight. If warranted, they toss in coupons.Allowing two checked bags to "fly free," as a marketing campaign boasts, played a large role in Southwest's 1% gain in market share in 2009, King said. The value of that share: about $800 million.
QUESTION – This company has an urban myth that they once let someone return a set of tires, even though the department store doesn't sell tires.
QUESTION – This company has an urban myth that they once let someone return a set of tires, even though the department store doesn't sell tires.The story has circulated for years, sometimes in a tone mocking Nordie's famously generous return policy.This legend is true, according to the upscale retailer. In 1975, Nordstrom acquired Northern Commercial Alaska, a department store with an automotive department. When a customer later brought in faulty tires bought from the former occupant, a staff discussion ensued, and the store returned her money.But it is more than returns. They truly are experts at what they sell. Have you ever bought a pair of shoes there? Suit StoryReturn Policy – “Use Your Best Judgment”
QUESTION – This hotel chain uses the motto “we are ladies and gentlemen serving ladies and gentlemen” and are encouraged to ‘break away’ from whatever they might be doing to help serve a customer (for example escorting someone somewhere rather than give directions).
QUESTION – This hotel chain uses the motto “we are ladies and gentlemen serving ladies and gentlemen” and are encouraged to ‘break away’ from whatever they might be doing to help serve a customer (for example escorting someone somewhere rather than give directions). PASS OUT MOTTOIt means reinforcing these standards by discussion and example around a given daily topic at the ‘daily line-up’ that occurs at the beginning of every shift, for every team, everywhere in the world. I have a friend who stayed at the Ritz Carlton in Philadelphia. The people who work there know he is a big Starbucks coffee drinker. When he arrived he found a basket of Starbucks goodies including a mug, Via instant coffee, a Starbucks card and expresso chocolate candy.
QUESTION: From the moment customers enter this store, you are allowed to put your hands all over the computer equipment and play as long as they like. A virtual army of t-shirted clerks is on hand not to sell but to help. At some stores, the dog can come inside, too.
QUESTION: From the moment customers enter this store, you are allowed to put your hands all over the computer equipment and play as long as they like. A virtual army of t-shirted clerks is on hand not to sell but to help. At some stores, the dog can come inside, too.Buyers leave with devices that are ready to be customized with individual applications. Apple assists with complementary telephone support and in-store lessons.Embodies the raving fan mentality. Didn’t do any advertising for the iPad. And its iPad is probably the hottest product of 2010.Apple's investment in service has paid off. Despite lagging retail throughout much of the economy, Apple experienced a 19.8% increase in same-store sales in 2009, according to Needham, an independent investment bank and consulting company.
QUESTION: This insurance and financial services giant has for many years stayed in the top 10 of almost any list that ranks top customer service companies. Hint – the cater to military families.
QUESTION: This insurance and financial services giant has for many years stayed in the top 10 of almost any list that ranks top customer service companies. Hint – the cater to military families.Started cross-training its call center reps in 2007. Some 60% of the agents who answer investment queries can now respond to insurance-related calls. Not only did such training curb call transfers between agents, which drive up the cost of running a call center, but it also improved productivity.Even with Hurricane Ike and the stock market's financial crisis prompting a flood of calls to USAA's contact centers last year, the cross-training meant the company didn't have to expand its call center staff. Existing reps are more empowered to deal with customers, even if they may also have to do more work.
QUESTION – In this fast food company, employees are strongly encouraged to say “My Pleasure” to their customers when the customer says thanks.
QUESTION – In this fast food company, employees are strongly encouraged to say “My Pleasure” to their customers when the customer says thanks. Good CultureClosed SundaysHas Raving FansFacebook advertisement where you could make a reservation to try a new sandwich.
Question: This downtown Fort Worth steak and seafood house is known for its extremely good staff and excellent food.
Question: This downtown Fort Worth steak and seafood house is known for its extremely good staff and excellent food. Grace Fort Worth. A friend of mine ate there and had a bottle of wine that was recommended by the sommelier.He loved the wine and asked if he could take the bottle so he would remember the wine. She had a better idea. She somehow took the label and laminated it onto a card and gave it to us. It cost very little and likely took only a couple of minutes, but it was remarkable and memorable.
This Caribbean resort gives its profits back to its employees to encourage its employees to look for cost savings and to provide top-level quality service.
You would never guess this one:The CuisinArt Resort & Spa in Anguilla, which is in the Caribbean. My Favorite resortWhat does CuisinArt make? There resort has cooking classes, wine tastings. The entire resort’s food is made by a hydroponic farm that is onsite. The cherry tomatoes are like candy. The staff (unlike other Caribbean resorts) really care AND they have a vested interest in the resort because they receive a share of the profits.
Not going to get too into the bad.OPEN FOR DISCUSSION
These are all companies that have been blasted in the media for poor customer service. Note this is the ONLY slide that I removed my firm’s logo fromThe Dangers of bad Customer/Client Service:Lose clientsLose market shareSpend more to make up for the lost clientsNobody wants to work there. BECOMING A BUS COMPANY
Like American Airlines, United gets its share of bad stories. But I am picking on it today because it is a great example of how things can get “Ugly” if you don’t have at least decent customer service. In this story, David Carroll, lead singer with Canadian band called Sons of Maxwell took on United Airlines after they damaged his guitar when loading it onto the plane. The guitar cost about $3,500 and after a year of fighting with United, he made a music video about it and posted it on YouTube. It has since had over 8.5 million views since it was posted. The damage to United's brand was undeniable. The worst part for United is that the song is actually quite catchy.
You have to find creative, unexpected ways to anticipate, meet and exceed customer expectations and surpass the level of service provided by competitors. The trick is how to do it without costing a lot of money.
The Company CultureNot referring to benefits but rather the true culture of the company (No Jerks Policy). This is the hardest one to deal with and for many companies could be impossible. But it has the biggest payoff. But you have to have everyone (including top management) on board for it to work. You want an environment where jerks are not tolerated Where employees are given the power they need to do their job Where employees are respected Instill into the culture that the business exists to serve the client. Treat your employees with respect and chances are they will have a higher regard for customers. Treating customers and employees well is equally important. Marriott Southwest Airlines Looper Reed & McGrawCalifornia Dairy Campaign - “Great Cheese Comes From Happy Cows” Looper Reed & McGraw – “Great Legal Work Comes From Happy Attorneys”
Interview your customers to find out what was important to them and then create Customer Service Goals.This one is one of the most overlooked and under-utilized ways to improve the customer experience. And Law firms are absolutely horrible at doing it. Inside Counsel recently did a survey that graded law firms on client service. OPEN DISCUSSION - How do you think law firms grades themselves on client service with inside counsel ? 52% rated it an "A"25% rated it a "B"7% rated it a "C"Inside Counsel’s survey of General Counsels:21% gave their law firms an "A".70% gave them a "B".8% gave them a "C".1% gave them a "D".According to BTI Consulting Group , 75.3 percent of the corporate counsel does not recommend their primary law firms to other companies. While they believe their law firms aren’t bad, they also believe they aren’t good. As one corporate counsel put it, “law firms do just enough to enable us to barely tolerate the service levels.” These findings are consistent with other surveys. Primary reason for firing a law firm is lack of responsiveness. Other reasons included: • Failure to control expenses and disbursements; • Mishandling one or more critically important matter; • Lack of desired legal results; and • Unreasonably high number of billable hours. The only thing of that pile that couldn’t be done through good customer relations management is the “Lack of Desired Legal Results”.Feedback is a biggie. Everyone thinks they are doing better than they really are and you won’t know unless you ask.
This is more for the service side. Communicate on meeting our budgets or the estimated time on the projectAvoid surprises. Don’t overpromise. Many people are happy as long as you tell them what is going on.When you get emails from customers, respondGive the customer a thorough understanding of the process (another biggie for law firms)Make it easy for the customer to shop (amazon)On Hold Queue (expensive for no on-hold queues)Return Policies (Nordstrom)Explain the ComplexHelp customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work otherwise your customer could have the wrong expectations of what you can deliver.
Identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. If I regularly go to a Starbucks here,the people who work there remember my name, know what I usually order, know I am married to Katherine and that she is also a marketer, know that I am a A&M grad and know that I work with lawyers.How they know and remember all of that? They do what many of us do not do very well they ask good open ended questions, then they actually pay attention and listen. Ask Open Ended Questions – Listen!
Give Something BackThink of ways to elevate yourself above the competition. Consider the following: What can you give customers that they cannot get elsewhere? What can you do to follow-up and thank people even when they don't buy? What can you give customers that is totally unexpected? Amazon’s Free Shipping Our law firm will attend client strategy meetings for free or give free in-house workshops Blogs & Newsletters (Share tips and information) –LRM – Sends articles to clients. Rewards Programs – Internal (Rapid Rewards) and External (Rapid Rewards Dining) Send Thank You Notes Restaurants will give free food because they know they will make their money on the alcohol
Don’t be the sales guy that has to read the sign in order to tell the customer the benefits of the product.If you are sell sports vitamins, keep up on the health industry. If you are a lawyer representing the medical industry, you should not only know the law within that industry but you should keep up on industry trends within the medical industry.Read industry publications, blogs. Go to industry conferences. You want to talk the talk, and walk the walk.
The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs. Intuit’s Quicken is bad about listening to customer needs. No iPhoneap No decent Apple software No foreign currency option No envelop budgeting optionApple Always a step ahead in developing technology. ipod to iphone to ipad.
When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. EXAMPLE - My wife and I stayed at a Hilton once and the room was not made up when we returned from being out all day. We called and the person who answered was very rude and didn’t apologize.
Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do. VISA Signature Chase Freedom Card Concierge ServiceTim Ferriss – Author of the Four Hour Work Week Giant Tub of Nacho Cheese Crossword Puzzle Daily Affirmations Space Travel Writing This Article
Don’t let loyal customers go dormant. Enroll them in rewards programsSend articles of interest to customersSend handwritten notes / Thank You LettersArchivepersonal details such as names of family members, key milestones, birthdays, etc. Calendar them so you remember to mention them (SOUTHWEST AIRLINES, HALLMARK). Send cards and personal notesTake them to lunch
Make sure that what you do to try to increase the customer experience doesn’t actually make it worse. BMW – Their valet and car rental service. Direct TV – Free upgrade to TIVO box but poorly installed.
You can’t be all things to all people. You can’t do all of this for everyone. Focus on niches. Focus on top clients. This will help you focus all your efforts on the customers that are most likely to become your “True Fans”
FINAL WORDS TO THINK ABOUT: Are you making your customers your friends?What are you doing that is remarkable and memorable and will cause your customersto remember you and recommend you?Do you create moments of magic for your customers?
Let me clarify today’s topic. This isn’t about making customer service departments better. Or sales reps. This isn’t about spending loads of money to provide top notch products and services. This is about a merging of branding, sales, and product and then going the extra mile to provide the ultimate customer experience.We are going to discuss everything from the individual connection to the overall company in its relation to the customer.WARNING – I will be picking on companies! (without Risk, there is no reward)I want to mention LRM because it is going to be brought into the conversation throughout the day. Texas based, full service with almost 100 attorneys in offices in Dallas, Houston and Tyler We are ranked as the 29th largest law firm in Texas. We are The fastest growing law firm of the top 40 law firms in Texas We are one of the few firms that grew in revenue in 2009 Best Place to Work by Dallas Business Journal and the Houston Business Journal And we do IP/Copyright law.Poll: What type of marketing do you do: Those whose company provides products (retail, manufacturing, etc) Those whose company provides services (banks, law firms, trade associations, cleaning companies, etc) Other –