1. 2014 NFDA International Convention & Expo 1 www.nfda.org/nashville2014 Getting to the Heart of Customer Satisfaction Ron Rosenberg Twitter: @RonRosenberg Tuesday, October 14, 2014 11:15 a.m. – 12:15 p.m.

2. 2014 NFDA International Convention & Expo 2 www.nfda.org/nashville2014 An Important Question What Business Are You In?

3. 2014 NFDA International Convention & Expo 3 www.nfda.org/nashville2014 3Components of Customer Service 1.Mental 2.Physical 3.Spiritual

4. 2014 NFDA International Convention & Expo 4 www.nfda.org/nashville2014 Customer Service Statistics The #1 reason businesses lose customers is…

5. 2014 NFDA International Convention & Expo 5 www.nfda.org/nashville2014 Customer Service Statistics The #1 reason businesses lose customers is perceived indifference

6. 2014 NFDA International Convention & Expo 6 www.nfda.org/nashville2014 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

7. 2014 NFDA International Convention & Expo 7 www.nfda.org/nashville2014 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

8. 2014 NFDA International Convention & Expo 8 www.nfda.org/nashville2014 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

9. 2014 NFDA International Convention & Expo 9 www.nfda.org/nashville2014 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

10. 2014 NFDA International Convention & Expo 10 www.nfda.org/nashville2014 Why Is Lifetime Value Important? 1.Treat Me Very Well 2.Find More People Like Me

11. 2014 NFDA International Convention & Expo 11 www.nfda.org/nashville2014 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

12. 2014 NFDA International Convention & Expo 12 www.nfda.org/nashville2014 Your Customer Experiences Good Experience Respected Taken Seriously Wanted to Help Feel Good Bad Experience Frustrated Angry Boiling Over Homicidal

13. 2014 NFDA International Convention & Expo 13 www.nfda.org/nashville2014 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.

16. 2014 NFDA International Convention & Expo 16 www.nfda.org/nashville2014 Effective Communication Skills 1.Good vs. Bad Communications 2.First Impressions 3.Interest and Empathy

17. 2014 NFDA International Convention & Expo 17 www.nfda.org/nashville2014 Why Is Rapport So Important? 1.People do business with people they like 2.People do business with people who are like them

18. 2014 NFDA International Convention & Expo 18 www.nfda.org/nashville2014 Three Ways to Build Rapport 1.Common Experience 2.Matching, Pacing, Leading 3.Representational Systems

19. 2014 NFDA International Convention & Expo 19 www.nfda.org/nashville2014 Common Experience

20. 2014 NFDA International Convention & Expo 20 www.nfda.org/nashville2014 Common Experience

21. 2014 NFDA International Convention & Expo 21 www.nfda.org/nashville2014 Common Experience

22. 2014 NFDA International Convention & Expo 22 www.nfda.org/nashville2014 Common Experience

23. 2014 NFDA International Convention & Expo 23 www.nfda.org/nashville2014 Common Experience Hobbies Activities Children Music Food Home Town Schools Employers Common Friends Travel Destinations

24. 2014 NFDA International Convention & Expo 24 www.nfda.org/nashville2014 Matching, Pacing, Leading Voice Tone Tempo Inflection Breathing Movement Rhythm Posture Acknowledgement

25. 2014 NFDA International Convention & Expo 25 www.nfda.org/nashville2014 Representational Systems 1.We interpret the world through our senses 2.People have different ways of processing information

26. 2014 NFDA International Convention & Expo 26 www.nfda.org/nashville2014 Representational Systems Visual Auditory Kinesthetic

27. 2014 NFDA International Convention & Expo 27 www.nfda.org/nashville2014 Visual Representation I see what you mean That’s becoming clearer Can you draw me a map?

28. 2014 NFDA International Convention & Expo 28 www.nfda.org/nashville2014 Auditory Representation That rings a bell Tell me how to get there I hear what you’re saying

29. 2014 NFDA International Convention & Expo 29 www.nfda.org/nashville2014 Kinesthetic Representation That feels right Let me try it myself I have to walk this off…

30. 2014 NFDA International Convention & Expo 30 www.nfda.org/nashville2014 Representational Systems Understand the Preference Frame the Information Communicate in the Right Language

31. 2014 NFDA International Convention & Expo 31 www.nfda.org/nashville2014 Bonus Strategy Take Action!

32. 2014 NFDA International Convention & Expo 32 www.nfda.org/nashville2014 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.

33. 2014 NFDA International Convention & Expo 33 www.nfda.org/nashville2014 Your Commission Becomes Effective When You Do!

34. 2014 NFDA International Convention & Expo 34 www.nfda.org/nashville2014 What’s Your Big Aha?

35. 2014 NFDA International Convention & Expo 35 www.nfda.org/nashville2014 Thank You! Ron Rosenberg Phone: 800-260-0662 Fax: 888-203-2750 www.RonRosenbergSpeaker.com info@qualitytalk.com