Astounding Customer Service

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Presentation transcript:

Astounding Customer Service Making Magic

“You know how to take the reservation…”

Making Magic Not Misery

The company is here for the customer. CUSTOMERS = THE REASON WE EXIST “If you don’t think customers aren’t important, just try doing business without them.” Cavett Robert The company is here for the customer. CUSTOMERS = THE REASON WE EXIST

Getting and Keeping Customers Primary Function Getting and Keeping Customers

Loyalty in Good Times AND Bad Acquiring New Customers Cost 4X More than Keeping Current Customers Can Increase Price Threshold by 10% 8 of 10 Reasons for Purchase = Customer Service Delivery 7 of 10 Leave Due to Poor Customer Service NOT Price Happy Customers tell 10 People / Unhappy Customers tell 20 People

The Real Value of a Customer Next Week

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