1. Exceeding Customer Expectations M2

2. Instructions Log on Go on to northwoodbusiness.weebly.com Click on to M2 Writing Frame Go on to http://www.johnlewis.com

3. Exceeding Customer Expectations Introduction Businesses will want to go ‘that extra mile’ rather than simply satisfying customers Their intention is to delight customers rather than merely satisfy them This will create a positive reputation of the company. SO WHAT if the business has a good reputation?

4. Value For Money What does it mean? If a product is something that is worth the money spent on it It will mean they offer the best quality product at the cheapest price eg. John Lewis Price Match

5. Providing Additional Services John Lewis also provide extra services… Can you think of any examples?? Fittings eg. Carpet/curtains Wedding List Service Internatioal delivery Free UK delivery Order Tracking

7. Providing Exceptional Assistance Some customers may have a special requirements Eg. Disabilities, Non-English speakers etc

8. What other things can businesses do that exceed customer expectations? John Lewis: Excellent website FAQ section Mobile app Social Networks Feedback section on website International Delivery