Customer delight

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Sree Roy

Business Technology

The only criteria that leads to
Customer Delight is
HAPPY EMPLOYEES

You name it, I have it
• Southwest Airlines
• Apple
• Harley Davidson
• Lowe
• Starbucks
• Etc…..etc…..etc……

World’s leading companies believes in
the power of heart over mind.
Mere false promises by creating a buzz
cannot make a legacy. The
management has to walk the talk.
PROMISE WHAT YOU DELIVER, DELIVER
WHAT YOU PROMISE!

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Customer delight

1. Customer Delight in Sales

2. What leads to a Customer ? • Great Marketing Jargons • Awesome Slogans & Taglines • Strategic Management • High end Brand Ambassador • Reasonable Price • 24X7 Client Servicing • Awesome Product

3. ?!?

4. The only criteria that leads to Customer Delight is HAPPY EMPLOYEES

5. “How your employees behave with your customers hugely impact your Brand. And how you treat & train your employees impacts their behaviour with customers.”

6. You name it, I have it • Southwest Airlines • Apple • Harley Davidson • Lowe • Starbucks • Etc…..etc…..etc……

7. World’s leading companies believes in the power of heart over mind. Mere false promises by creating a buzz cannot make a legacy. The management has to walk the talk. PROMISE WHAT YOU DELIVER, DELIVER WHAT YOU PROMISE!

8. On-Brand Employee Behaviour Meaningful Long-tern Customer Relationship Sustainable Organizational Profitability

9. Statistics • Fortune (2002) article – high correlation between employee alignment with Brand & company profitability. • University of Michigan study (2001) – annual loss to McDonald’s due to demotivated employees = poor service = customer defections $750 Mn

10. How to turn Employees into Brand Advocates?

11.

12. Action Speaks than words!

13. Thanks! sree2703@gmail.com

Customer delight

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