1. Concierge Customer Service
2016 Strategy
Concierge Customer Service

2. Panelists Dr. Jeanne Hurlbert Principle, Hulbert Consulting
Randy MacLean President, WayPoint Analytics

3. Strategy: Road Map create concierge-level customer service
protect & build the core
begin to actively manage the trading process
reform or trade profit drain accounts
lock in core accounts with price / service
new business model for marginal accounts

4. Customer-Centric Companies
in 2003, fewer than 20 Chief Customer Officers (CCO) existed worldwide
in 2015: 20% of Fortune & 10% of Fortune 500 have this position

5. Financial Considerations
balance of GP$ vs CTS$
protect profitable GP$ (CCS & pricing)
prepare to lose GP$ with greater CTS$
need to first add profitable GP$ (CCS & pricing)

6. Customer Service Overview
concierge customer service (CCS) capability (deliver differentiated customer experience)
CCS to top n accounts
target similar (competitive) accounts with CCS
target drain accounts: convert or lose

7. Concierge Customer Service (CCS)
select and train at least two people
dedicated space, phone, , authority
educate sales force
communicate to top & target accounts
monitor, measure & report to customers
continuous survey

8. CCS Elements
Mindset
Ownership
Referability
Experience

9. CCS Attitude friendly, people-oriented represent customer
own customer issues
customers feel like they’re only priority
communicate, communicate

10. Next Steps
we’ll send you Jeanne’s white paper on Concierge Customer Service
commit your company to delivering a superior customer experience
identify and select your first concierge reps, put the facilities and authority in place
Jeanne’s complimentary strategy session

11. Hurlbert Consulting Group, LLC
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Hurlbert Consulting Group, LLC