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The Ultimate Customer Experience

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Information about The Ultimate Customer Experience
Business & Mgmt

Published on February 3, 2009

Author: triumvirate

Source: slideshare.net

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THE ULTIMATE CUSTOMER EXPERIENCE

Customer Service Facts The average business will spend six times more money to attract a new customer than to keep one. A dissatisfied client will tell eight to ten people about the problem. One in five will tell twenty. It takes 12 positive experiences to make up for one negative incident.

The average business will spend six times more money to attract a new customer than to keep one.

A dissatisfied client will tell eight to ten people about the problem. One in five will tell twenty.

It takes 12 positive experiences to make up for one negative incident.

Customer Service Facts Few customers will leave due to price. The root cause is a series of 4-5 negative experiences. Most businesses will hear complaints from 4%of its dissatisfied clients while 96% will quietly walk away. Most will never return. 70% of complaining customers will buy from a company again if the problem is resolved in their favor within 24-48 hours. 95% if it is resolved on the spot.

Few customers will leave due to price. The root cause is a series of 4-5 negative experiences.

Most businesses will hear complaints from 4%of its dissatisfied clients while 96% will quietly walk away. Most will never return.

70% of complaining customers will buy from a company again if the problem is resolved in their favor within 24-48 hours. 95% if it is resolved on the spot.

BAD customer service spreads

…spreads like wildfire!

Related videos!

But the good service spreads too!

What is an evangelist?

What does a customer evangelist look like? They purchase and believe in your product and or service. They are loyal and passionately recommend you to friends, neighbors, and colleagues. They provide unsolicited feedback or praise. They forgive occasional dips in service and quality but let you know when quality slips. They are not bought; customer evangelists extol your virtues freely. As your evangelist, they feel connected to something bigger than themselves.

They purchase and believe in your product and or service.

They are loyal and passionately recommend you to friends, neighbors, and colleagues.

They provide unsolicited feedback or praise.

They forgive occasional dips in service and quality but let you know when quality slips.

They are not bought; customer evangelists extol your virtues freely.

As your evangelist, they feel connected to something bigger than themselves.

Have you ever heard someone ‘gush’? A description of what they bought How they bought it Why they bought it How they used it How it has affected them and what it means to them

A description of what they bought

How they bought it

Why they bought it

How they used it

How it has affected them and what it means to them

Going above and beyond what is expected, leading to a positive, lasting impression What is a WOW?

Going above and beyond what is expected, leading to a positive, lasting impression

Wow – Service Rating Scale Wow! zone 8. Wow! I could not imagine working with any company but Triumvirate 9. Wow! They completely knocked my socks off! 10. Wow! I’m a Triumvirate Loyalist to the day I die!

Wow! zone

8. Wow! I could not imagine working with any company but Triumvirate

9. Wow! They completely knocked my socks off!

10. Wow! I’m a Triumvirate Loyalist to the day I die!

Identifying Your Customer Who is your customer? Everyone! Customers are people that need a service from someone else. Where are customers? Internal – Mission statement External – Healthcare, Higher Education, Life Sciences, & Industrial What do customers want? Expectations at least met if not exceeded Quality service

Who is your customer?

Everyone! Customers are people that need a service from someone else.

Where are customers?

Internal – Mission statement

External – Healthcare, Higher Education, Life Sciences, & Industrial

What do customers want?

Expectations at least met if not exceeded

Quality service

Our External Customers Expect Recognize their voice from previous calls and thank them for calling back. Know what they usually ship, when they usually ship the supplies they need , if they require PO’s on invoices etc. Do everything in your power to accommodate requests: date for work, time, special account nuances Know preferences

Recognize their voice from previous calls and thank them for calling back.

Know what they usually ship, when they usually ship the supplies they need , if they require PO’s on invoices etc.

Do everything in your power to accommodate requests: date for work, time, special account nuances

Know preferences

Our Internal Customers Expect Creative solutions Responsiveness and helpfulness Professional courtesy Successful outcome

Creative solutions

Responsiveness and helpfulness

Professional courtesy

Successful outcome

Good and bad experiences

WHO AM I? Break-out Session

Ground Rules Groups will be given about four minutes to ask each other the three questions listed on the next slide. Both people should have an opportunity to answer all three questions. Answers should be honest, include fun facts and be work appropriate. When both team members have answered all three questions stay with your partner and wait for further instructions.

Groups will be given about four minutes to ask each other the three questions listed on the next slide.

Both people should have an opportunity to answer all three questions.

Answers should be honest, include fun facts and be work appropriate.

When both team members have answered all three questions stay with your partner and wait for further instructions.

Now for the Questions

Questions 1) Share a few hobbies or things that you like to do in your free time and why? 2) What is one goal you would like to accomplish in your lifetime and why? 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why? When both of you have answered, stay with your partner and wait for me to tell you what to do…

1) Share a few hobbies or things that you like to do in your free time and why?

2) What is one goal you would like to accomplish in your lifetime and why?

3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?

When both of you have answered, stay with your

partner and wait for me to tell you what to do…

Silent Hand Shake! Silently mingle amongst the group shaking different people’s hands until I say STOP. When I say “stop” stay with the person whose hand you are shaking Everyone must shake at least three people’s hands before I will say stop No talking until I say “you may begin”

Silently mingle amongst the group shaking different people’s hands until I say STOP.

When I say “stop” stay with the person whose hand you are shaking

Everyone must shake at least three people’s hands before I will say stop

No talking until I say “you may begin”

Rules for Round 2 You may start speaking to your new partner after I say: “you may begin” You may not say the name of your first partner or give any hints about who your first partner was! You will be answering the same three questions. This time, you will answer as if you were your first partner! Your answers should be as accurate and detailed as possible. You will have about 4 minutes to answer your questions. When you are done silently go back to your seat and wait for instructions.

You may start speaking to your new partner after I say: “you may begin”

You may not say the name of your first partner or give any hints about who your first partner was!

You will be answering the same three questions.

This time, you will answer as if you were your first partner! Your answers should be as accurate and detailed as possible.

You will have about 4 minutes to answer your questions.

When you are done silently go back to your seat and wait for instructions.

Questions: 1) Share a few hobbies or things that you like to do in your free time and why? 2) What is one goal you would like to accomplish in your lifetime and why? 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why? When you are done silently go back to your seat and wait for instructions.

1) Share a few hobbies or things that you like to do in your free time and why?

2) What is one goal you would like to accomplish in your lifetime and why?

3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?

When you are done silently go back to your seat and wait for instructions.

Who am I? Share the two of the answers that you just heard. The group will be given an opportunity to try and guess whose answers they are. If you were partners with this person, you cannot answer If these are your answers, you cannot guess yourself. Once the group has had an opportunity to guess, the person can reveal themselves. Questions: 1) Share a few hobbies or things that you like to do in your free time and why? 2) What is one goal you would like to accomplish in your lifetime and why? 3) If someone made a movie of your life would it be a drama, a comedy, a romantic-comedy, action film, or science fiction and why?

Share the two of the answers that you just heard.

The group will be given an opportunity to try and guess whose answers they are.

If you were partners with this person, you cannot answer

If these are your answers, you cannot guess yourself.

Once the group has had an opportunity to guess, the person can reveal themselves.

How does this relate to your job?

How does this relate to your job?

Ten Good Customer Service Habits to Develop Be on time Follow-up on your promises Under promise & over deliver Go the extra mile Offer your client opinions Express empathy Treat your customer as most important Treat your co-workers as customers Give your contact information Smile & use inflection on the telephone

Be on time

Follow-up on your promises

Under promise & over deliver

Go the extra mile

Offer your client opinions

Express empathy

Treat your customer as most important

Treat your co-workers as customers

Give your contact information

Smile & use inflection on the telephone

Ten Major Customer Service Do’s & Don’ts “ I don’t know.” “ No.” “ That’s not my job.” “ You’re right – this stinks.” “ That’s not my fault.” Don’ts Do’s “ I’ll find out.” “ What I can do is…” “ This is how I can help you…” “ I understand your frustration.” “ Let’s see what we can do about this.”

“ I don’t know.”

“ No.”

“ That’s not my job.”

“ You’re right – this stinks.”

“ That’s not my fault.”

“ I’ll find out.”

“ What I can do is…”

“ This is how I can help you…”

“ I understand your frustration.”

“ Let’s see what we can do about this.”

Ten Major Customer Service Do’s & Don’ts “ You need to talk to my manager.” “ You want it by when?” “ Calm down.” “ I’m busy right now.” “ Call me back.” “ I can help you.” “ I’ll try my best.” “ I’m sorry.” “ I’ll be with you in just a moment.” “ I’ll call you back.” Don’ts Do’s

“ You need to talk to my manager.”

“ You want it by when?”

“ Calm down.”

“ I’m busy right now.”

“ Call me back.”

“ I can help you.”

“ I’ll try my best.”

“ I’m sorry.”

“ I’ll be with you in just a moment.”

“ I’ll call you back.”

What did we learn? The speed at which people will share cs experiences Learned about Customer Evengelists Identified our internal and external customers and their needs Shared our experiences Learned to listen 10 cs do’s and don’ts I look creepy as a Mime

The speed at which people will share cs experiences

Learned about Customer Evengelists

Identified our internal and external customers and their needs

Shared our experiences

Learned to listen

10 cs do’s and don’ts

I look creepy as a Mime

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