2014 NFDA International Convention & Expo 1 Getting to the Heart of Customer Satisfaction Ron Rosenberg Tuesday, October 14, :15 a.m. – 12:15 p.m.

2014 NFDA International Convention & Expo 2 An Important Question What Business Are You In?

2014 NFDA International Convention & Expo 3 3Components of Customer Service 1.Mental 2.Physical 3.Spiritual

2014 NFDA International Convention & Expo 4 Customer Service Statistics The #1 reason businesses lose customers is…

2014 NFDA International Convention & Expo 5 Customer Service Statistics The #1 reason businesses lose customers is perceived indifference

2014 NFDA International Convention & Expo 6 Customer Service Statistics The #1 reason businesses lose customers is perceived indifference On average it costs 5 times more to get a new customer than to keep an existing one

2014 NFDA International Convention & Expo 7 Lifetime Customer Value Average Plane Ticket:= $500 Trips per Month:x 2= $1,000 Months per Year:x 10= $10,000 Number of Years:x 20= $200,000 Lifetime Customer Value = $200,000

2014 NFDA International Convention & Expo 8 Lifetime Customer Value Average Amount of a Transaction xTimes Number of Transactions Per Year =Subtotal: Annual Customer Revenue xNumber of Years as a Customer = Lifetime Customer Value

2014 NFDA International Convention & Expo 9 Why Is Lifetime Value Important? Lifetime Customer Value= $200,000 # People You Tell:x 10= $2,000,000 # Times It Happens:x 25= $50,000,000

2014 NFDA International Convention & Expo 10 Why Is Lifetime Value Important? 1.Treat Me Very Well 2.Find More People Like Me

2014 NFDA International Convention & Expo 11 Customer Service Strategy The key to providing outstanding service every day is to establish an emotional attachment to Customer Satisfaction This approach is not manipulative as long as it’s done with integrity

2014 NFDA International Convention & Expo 12 Your Customer Experiences Good Experience Respected Taken Seriously Wanted to Help Feel Good Bad Experience Frustrated Angry Boiling Over Homicidal

2014 NFDA International Convention & Expo 13 Two Important Rules 1.People move towards pleasure and away from pain. 2.When people are in a heightened emotional state, their bodies make a physiological impression of how they’re feeling and link it – unconsciously – with whatever made them feel that way.

2014 NFDA International Convention & Expo 16 Effective Communication Skills 1.Good vs. Bad Communications 2.First Impressions 3.Interest and Empathy

2014 NFDA International Convention & Expo 17 Why Is Rapport So Important? 1.People do business with people they like 2.People do business with people who are like them

2014 NFDA International Convention & Expo 18 Three Ways to Build Rapport 1.Common Experience 2.Matching, Pacing, Leading 3.Representational Systems

2014 NFDA International Convention & Expo 19 Common Experience

2014 NFDA International Convention & Expo 20 Common Experience

2014 NFDA International Convention & Expo 21 Common Experience

2014 NFDA International Convention & Expo 22 Common Experience

2014 NFDA International Convention & Expo 23 Common Experience Hobbies Activities Children Music Food Home Town Schools Employers Common Friends Travel Destinations

2014 NFDA International Convention & Expo 24 Matching, Pacing, Leading Voice Tone Tempo Inflection Breathing Movement Rhythm Posture Acknowledgement

2014 NFDA International Convention & Expo 25 Representational Systems 1.We interpret the world through our senses 2.People have different ways of processing information

2014 NFDA International Convention & Expo 26 Representational Systems Visual Auditory Kinesthetic

2014 NFDA International Convention & Expo 27 Visual Representation I see what you mean That’s becoming clearer Can you draw me a map?

2014 NFDA International Convention & Expo 28 Auditory Representation That rings a bell Tell me how to get there I hear what you’re saying

2014 NFDA International Convention & Expo 29 Kinesthetic Representation That feels right Let me try it myself I have to walk this off…

2014 NFDA International Convention & Expo 30 Representational Systems Understand the Preference Frame the Information Communicate in the Right Language

2014 NFDA International Convention & Expo 31 Bonus Strategy Take Action!

2014 NFDA International Convention & Expo 32 Chinese Proverb A hungry man can sit on his front porch for a long time waiting for a roast duck to fly into his mouth.

2014 NFDA International Convention & Expo 33 Your Commission Becomes Effective When You Do!

2014 NFDA International Convention & Expo 34 What’s Your Big Aha?

2014 NFDA International Convention & Expo 35 Thank You! Ron Rosenberg Phone: Fax: