1. Developing Loyal Customer Internal and External Pablo J. Perez Executive and Corporate Team Coach

3. A(SK + G) = PBC  IP

4. Attitude isn’t everything but it’s pretty darn close

5. Customer Service is not a Department Is an Attitude Customer Service is not a Department Is an Attitude

6. “The function of business is to attract and maintain customers.” – Peter Drucker

7. Products and Services Customer Service JOY

8.  3% move away.  5% develop friendships or business alliances with other companies.  9% go out of business.  14% leave because of quality issues.  The other 68% didn't like the way they were treated.  3% move away.  5% develop friendships or business alliances with other companies.  9% go out of business.  14% leave because of quality issues.  The other 68% didn't like the way they were treated. Federal Government Research Why customers stop doing business with a company?

9. People don’t quit organization they quit BOSSES!

10. HAVE YOU EVER WASHED A RENTAL CAR?

11. Human Business Model Business Level Human Level

12. Ear You Eyes Undivided Attention Heart Listening

13. 2 Measurements Customer Satisfaction Customer Loyalty Customer Satisfaction Customer Loyalty C “I expected…I got it” “I got more than I expected”

14. Perceived Value Defined by your customers

15. Every Service Point is Critical Points of Connection - Creating an Emotional Tie Points of Connection - Creating an Emotional Tie On-Time Delivery Personal Technical Service High Quality Free Shipping 24-Hour Response Time Error Free

16. Points of Connection  Emotional Connection VS. VS. VS.

17.  Parking  Checking in  Locating your room  Examining your room  Wireless access  Examining the bathroom  Comfort of the bed  Parking  Checking in  Locating your room  Examining your room  Wireless access  Examining the bathroom  Comfort of the bed

18. Managing POC  Identify the POC  Understand what value your customer desire from each POC  If there is a disconnect  Develop your employees and improve processes to fill the GAP.  Identify the POC  Understand what value your customer desire from each POC  If there is a disconnect  Develop your employees and improve processes to fill the GAP.

19. Points of Connection  A Planned Delivery System  Management Directed  Employee Supported  Customer Focused  A Planned Delivery System  Management Directed  Employee Supported  Customer Focused

20. POC Delivery System: Planned or Unplanned

21. Points of Connection  Audit Purpose  Voice of Customer  Customer Complaint Log  Audit Purpose  Voice of Customer  Customer Complaint Log

22. Why Do You Want Loyal Customers? ???????? ????????

24. New Business Model  Revenue and Market Share Increase  Employee Retention Increase  Profits Increase  Costs Shrink  Revenue and Market Share Increase  Employee Retention Increase  Profits Increase  Costs Shrink

25. Example: Manufacturing Firm

26. What is a Loyal Customer Worth?

27. Example: Retail Industry

28. How Likely is it That You Would Recommend Us to a Friend?  Customer Loyalty Score  Loyal Customers9 - 10  Neutralizers7 - 8  Diminishers0 - 6  Customer Loyalty Score  Loyal Customers9 - 10  Neutralizers7 - 8  Diminishers0 - 6

29. Customer Loyalty Score Customer Loyalty Score is calculated by:

30. Employee Loyalty Score Employee Loyalty Score is calculated by:

31. POC Evaluation  Purpose  List each step that a customer takes in transacting business with your organization.  Develop method of measuring and tracking the actual experience at each POC.  Purpose  List each step that a customer takes in transacting business with your organization.  Develop method of measuring and tracking the actual experience at each POC.

32. The story of Johnny the Bagger

33. Tell me your stories Pablo J. Perez E-mail: pjperez@activategroupinc.compjperez@activategroupinc.com Blog: http://www.totalexcel.blogspot.com/http://www.totalexcel.blogspot.com/ Office: (305) 722-7215 Mobile: (305) 495-6851