This is a copy of my Keynote Presentation called "ACE IT!" How to deliver Amazing Customer Experiences in the New Economy for the VW Paint & Body Network Conference in Birmingham on November 24th 2010.

1. ACE IT!
Harnessing the Power of Amazing Customer
Experiences to Drive Sales & Growth in the
New Economy
November 2010

2. My Story ...
DYSLEXIC
UNIVERSITY
DROP OUT
BUSINESS
BUILDER
GLOBAL
TRAINER
ENTREPRENEUR
AUTHOR
AWARD
WINNING
COACH
SALES &
MARKETER
INTERNATIONAL
SPEAKER

3. Put Customer Experience at the HEART

5. My GUARANTEE to you today ...

6. The Things on your Mind

7. The ONLY Constant in Business is...

8. Yesteryear (AKA the “Good Old Days”)

9. The Reality Today

10. Bad customer service news travel FAST!
Dissatisfied World
call 10 people
Thousands in
seconds

11. The New Economy Search Engine

12. United Airlines Vs David Carroll

13. In Short…
THE GAME
HAS CHANGED

14. We are ALL Global Broadcasters!

15. Customers WANT Choice and Control over
their Experience

16. Opportunity is…

17. The Key Factors

18. s
Introducing A.C.E.

19. s
What Makes A.C.E. Tick..?

20. 3 Reasons to Deliver Amazing Customer
Experiences (ACE)
s
Emotional
Connection
Financial
Transaction
Strong Value
Bond
Potential Raving Fan

21. Why Survey Your Customers?

22. Real Life Client Story ...

23. s
Business Tetris
new customers
“Expensive”
loyal
customers
“Profitable”

24. Myth Busting – Why Customers Leave ...
Customers leave
because of price!
68% Don't Care 14% Product
9% Price 9% Other
Customers leave because of
PERCIEVED indifference!

25. Recent Data from Research Company Maritz
49%
16%
3%
41%
10%
7%
58%
33%
9%
Emotionally
Connected
Functionally
Satisfied
Unfulfilled

26. Creating a functional / Emotional
framework
Functional
Emotional
Trust
Care
Forgiveness
Pride
Fulfils Needs
Reliable
Better than Market
“WOW!”

27. Let Customers Connect with Your Brand
s

28. See the Emotional Response!!
s

29. How do Different Brands Compare …
Retail
Unfulfilled Emotionally connected

30. How do Different Brands Compare…
Banking
Unfulfilled Emotionally connected
Sale made every 5 Seconds, 85% Referred in
last 3 months, Saving £150 Acquisition Cost,
92% Very Happy & 50% Less Staff Turnover!

31. How Would You Define Your Service?
s

33. What’s Your Best Example?

34. The 5 Modalities of Customer Engagement

35. s
Modality 1 - Visual

36. First Impressions Count – BIG Time

37. Think about ALL areas of your Business

38. Create a Real “WOW” Environment!
s

39. Create an Environment for Commitment
s

40. Focus on the Right things …

41. The 5 Modalities of Customer Engagement

42. s
Modality 2 - Auditory

43. Real Life Client Story ...

44. The 5 Modalities of Customer Engagement

45. s
Modality 3 - Kinesthetic

46. Even Buying Can be ACE!

47. The 5 Modalities of Customer Engagement

48. s
Modality 4 – Gustatory

49. The 5 Modalities of Customer Engagement

50. s
Modality 5 – O Factory

51. Change the Status Quo!

52. Emotions Customers Need to Feel!
Safe Valued Cared For
Trusted Focused On Missed

53. Why “ACE” Experiences Pay off
Profit
Profit
Is a Direct Result of Repeat Customers

54. Emotion Destroyers that Kill Profits
Stress
Frustration
Disappointment
Unhappy
Hurried
Irritated

55. 3 Reasons to Deliver Amazing Customer
Experiences (ACE)
s
Emotional
Connection
Financial
Transaction
Strong Value
Bond
Potential Raving Fan

56. “If your business requires
Success before Commitment,
it will never have either!”
Seth Godin
Author of Tribes …

57. Stay Connected with Me…
www.TwitterPaulAvins.com
www.Facebook.com/paulavins
www.Linkedin.com/paulavins
www.PaulAvinsBlog.com
www.Paul-Avins.com
www.Slideshare.net/paulavins