love not leave

Slide1:  LOVE Us… Make Guests Not LEAVE Us PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Today’s Agenda:  Today’s Agenda What is LOVE? What is LOVE Worth? How does LOVE Work? Who do you LOVE?:  Who do you LOVE? Howard Schultz, Chairman:  Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Howard Schultz, Chairman:  Howard Schultz, Chairman You get more than the finest coffee when you visit a Starbucks—you get great people, first-rate music and a comfortable and upbeat meeting place. We establish the value of buying a product at Starbucks by our uncompromising quality and by building a personal relationship with each of our customers. Starbucks is rekindling America’s love affair with coffee, bringing romance and fresh flavor back to the brew. Starbuck’s Facts:  Starbuck’s Facts Founded 1971, Seattle’s Pike’s Fish Market Over 10,000 locations worldwide Over 33 million customers PER WEEK $10,000 IPO investment (1992) is worth $587,264 today (Annual Return of 412%) Howard Schultz - $487 Million in stock alone Slide7:  What is LOVE? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference loy  al  ty n.:  loy  al  ty n. A feeling of devoted attachment and affection Source: dictionary.com loy  al  ty n.:  loy  al  ty n. Prefer your company Spend more (frequency/duration) Provide customer referrals 'TOP BOX' in 3 key survey questions: Rate your overall experience Will you come back? Will you recommend us to a friend? Customer Experience Zones:  Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Source: American Society for Quality pain n.:  pain n. Suffering or distress Often fail to meet customer expectations Sometimes we are unhappy, but we can’t leave… Source: dictionary.com Customer Experience Zones:  Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Source: American Society for Quality sat  is  fac  tion n.:  sat  is  fac  tion n. The fulfillment of a need Generally meet customer expectations Source: dictionary.com What is LOVE Worth?:  What is LOVE Worth? _______ of all customers who left for a competitor report being SATISFIED with the previous company… Source: Harvard Business Review What is LOVE Worth?:  What is LOVE Worth? of customers leave due to… An attitude of indifference from just 1 employee Source: U.S. News andamp; World Report Customer Experience Zones:  Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality de  light n.:  de  light n. Great pleasure; joy 'Positive surprise' Exceed customer expectations – 1 time Source: dictionary.com Customer Experience Zones:  Customer Experience Zones What It’s Worth to Your Business L3 (Loyalty) Scores Pain Satisfaction Delight Source: American Society for Quality The Impact of Love:  The Impact of Love Pain Delight Satisfaction Quit Hostages Terrorists COST $$ Buy until… Demanding Not Advocates Some Value Buy Often Spend More Tell Friends HUGE $$ love n.:  love n. A deep feeling of affection A feeling of intense desire and attraction Consistently exceed customer expectations Source: dictionary.com loy  al  ty n.:  loy  al  ty n. A feeling of devoted attachment and affection Source: dictionary.com Slide22:  What is LOVE Worth? PTLA Annual Conference What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? What is LOVE Worth?:  What is LOVE Worth? $88,400 Slide30:  How Does LOVE Work? PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Reality Trip:  Reality Trip Slide32:  One Cool Formula V = Value Delivery D - Expectations E . Slide33:  One Cool Formula = 5 0.5 10 Slide34:  One Cool Formula = 10 2.0 5 LOVE Requires:  LOVE Requires Vision Commitment A System Building a LOVE System:  Building a LOVE System Discover Really know your guests Who are they? How Loyal are they? What do they LOVE? What causes Pain? Building a LOVE System:  Building a LOVE System Discover Develop Products (and Services) People Job fit? Training and Development Performance management system Processes How does it feel? 'Smart' efficiency Building a LOVE System:  Building a LOVE System Discover Deliver Develop Connect with the Guest Deliver Value Close in a Legendary Way Slide39:  LOVE All You Need is Remember… PA Tourism andamp; Lodging Association Sales andamp; Marketing Conference Thank You! Please visit us in the exhibit hall…