1. Customer Service Chamber of Commerce – August 2016

2. Everyone is talking about delivering a “great customer experience”, but why is it so important?

3. -Customer service is 4 x more important than price
-Service leaders grow twice as fast as their competition
-Happy customers build brand awareness
-Satisfying an unhappy customer costs a lot more
-Strong customer service reduces churn
-Strong customer service can be a point of differentiation
… it grows your business, and ensures its ongoing viability, because
an engaged customer spends more and costs less

4. THERE IS ONLY ONE BOSS IN EVERY
TODAY’S CUSTOMER – HOW HAVE THEY CHANGED IN THE LAST FIVE YEARS ?
THERE IS ONLY ONE BOSS IN EVERY
BUSINESS NOW……
THE CUSTOMER

5. Embrace COMPLAINTS – they are an asset not a liability
Therefore.. Every ONE complaint…represents 25 dissatisfied people
Each of whom tells 22 people. This results in a total of 550 people who receive negative reports about your company!
Source: Harpers Bazaar

6. How should we handle a customer complaint?
GOOD NEWS!
If you resolve a complaint to the customers satisfaction 70% of complaining customers will
buy from you again

7. When someone is seen as client focused what does that mean?
They have a philosophy of thinking about a situation from the customers’ point of view – so thinking ‘What does the customer expect from me in this situation and how can I provide it?’ = customer centricity

8. Principles of customer service
1. Think from a customer’s perspective
2. Remember everyone is different so adapt to what you can see they need and try to deliver above and beyond their needs
3. Ask for feedback on your service – even if it hurts
4. Follow up with the customers to find out how things are working out for them and to invite them back
5. Practice Lagniappe – it’s a French Louisiana word providing a little bit extra as this stays in the mind of the customer

9. Source: CEB, CEB Leadership Council

10. IS IT POSSIBLE THAT THE FUNDAMENTAL PROBLEM COULD ACTUALLY BE THAT ORGANISATIONS ARE NOT IN TOUCH WITH WHAT THE PEOPLE THEY SERVE ACTUALLY EXPERIENCE – IS THERE A MISALIGNMENT?

11. YOU’VE GOT TO START WITH THE CUSTOMER EXPERIENCE AND WORK BACK TOWARDS THE TECHNOLOGY –
Steve Jobs

12. "CLIENTS DO NOT COME FIRST. EMPLOYEES COME FIRST
"CLIENTS DO NOT COME FIRST. EMPLOYEES COME FIRST. IF YOU TAKE CARE OF YOUR EMPLOYEES, THEY WILL TAKE CARE OF THE CLIENTS."

13. The knowledgeable customer
Changing customer experience trends
Changing Language
Communication Choice
Fast and efficient
The knowledgeable customer
More feedback more reviews

14. There is ‘no switch to flick’ to change a business from being focused on a product or service to being focused on a customer and their experience… it is a long journey of transformation… what can we be doing?

17. So what will we do
More of
Better
Differently…?