Place Logo Here COMPANY NAME OR GROUP HERE 12 The number of POSITIVE EXPERIENCES it takes to make up for ONE POOR ONE Inspired by: Understanding Customers.

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Presentation transcript:

Place Logo Here COMPANY NAME OR GROUP HERE 12 The number of POSITIVE EXPERIENCES it takes to make up for ONE POOR ONE Inspired by: Understanding Customers (Ruby Newell-Legmer)

Place Logo Here COMPANY NAME OR GROUP HERE 95% Customers who will do business WITH YOU AGAIN if you resolve complaints IMMEDIATELY Inspired by: Lee Resource, Inc.

Place Logo Here COMPANY NAME OR GROUP HERE If you’re not SERVING THE CUSTOMER, you should be serving SOMEONE WHO IS Inspired by: Philip B. Crosby

Place Logo Here COMPANY NAME OR GROUP HERE 26 Number of customers who REMAIN QUIET for every ONE WHO COMPLAINS Source: White House Office of Consumer Affairs

Place Logo Here COMPANY NAME OR GROUP HERE #1 Thing to ask yourself: “If I were my customer, would the SERVICE I PROVIDE make me HAPPY?” Inspired by: Mark Pinnetti

Place Logo Here COMPANY NAME OR GROUP HERE 68% Amount of CUSTOMERS WHO LEAVE brands due to attitude of INDIFFERENCE BY STAFF Source: How to Win Customers and Keep Them (Michael Leboeuf)