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Astounding Customer Service
Making Magic
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“You know how to take the reservation…”
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Making Magic Not Misery
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The company is here for the customer. CUSTOMERS = THE REASON WE EXIST
“If you don’t think customers aren’t important, just try doing business without them.” Cavett Robert The company is here for the customer. CUSTOMERS = THE REASON WE EXIST
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Getting and Keeping Customers
Primary Function Getting and Keeping Customers
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Loyalty in Good Times AND Bad
Acquiring New Customers Cost 4X More than Keeping Current Customers Can Increase Price Threshold by 10% 8 of 10 Reasons for Purchase = Customer Service Delivery 7 of 10 Leave Due to Poor Customer Service NOT Price Happy Customers tell 10 People / Unhappy Customers tell 20 People
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The Real Value of a Customer
Next Week
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