1. © Expectceeding Always exceed your customer’s expectations

2. © Video Introduction

3. © Expectceeding Workshop Overview Introduction –The Customer Service Experience –“Meet”, “Exceed” or “Do not meet” Customer Preferences –Why Customers “Buy” or “Not Buy” –Real Life Examples from 3 Perspectives Consumer Business Company’s claims Exercise #1 – Examples of Individual Customer Service Experiences –Small Team Discussion Exercise # 2 The Customer Expectation Index© –Discuss your customer’s expectations by developing a table in small groups –Report Out results and tactics Exercise # 3 Competition –Add Competitor’s elements to The Customer Expectation Index –Report Out results and tactics Exercise # 4 Build Expectceed base –Apply and Analyze The Customer Expectation Index –Add other competitive examples Conclusion –Summary and Discussion on How to Implement the takeaways –Go out and Expectceed

4. © Customer Preferences 1% die 3% move away 5% form new relationships 9% for competitive reasons 14% due to product dissatisfaction 68% because of attitude or indifference by one or more persons representing the supplier Nielsen Survey Service Trust Product Features Relationship Price Why customers go awayWhy customers buy

5. © Customers Reactions A satisfied customer tells approximately 5 others that they had a good experience A dissatisfied customer tells 8-10 people 90% of dissatisfied customers will not buy from you again and will not tell you why 96% of dissatisfied customers do not complain about poor service. They just leave

6. © Cost It cost 5 times more to attract a new customer than to keep an existing one –examples Wal-mart estimates the cost of losing one customer for life to be $215,000 The $100,000 Disney Salt and Pepper Shaker Federal Express has additional planes in the air anticipating customer needs

7. © Customer Preferences Building Loyalty Marriott Treatment Aruba Marriott Treatment Miami Dodging Jimmer at Dunkin’ Donuts Robert Brown – Value Added Inductotherm – Value Added Distributor Branch Manager and Nextel ConsumerBusiness

8. © Simple Expectceeding Examples Utilize customer logo in proposal Provide a format to assist in purchasing your product Drop everything customer service Call and thank the customer for his business Recognizing customer patterns –Caller ID –Special Markings

9. © Companies Claiming to Exceed expectations Have you noticed companies using exceed your customer’s expectations? Here are some examples. “Exceed your member’s expectation. Give them what they want and a little more. If you do, they’ll come back over and over.” Sam Walton Sam’s club thanks you by name Miller Beer - Reminds you that there is good enough and then better than it has to be More beer than it has to be. Verizon Customer service answers the phone can I provide you outstanding service today. Yahoo Fish Taco Manager - Do not ask the manager about how much he sold ask him how many names of his customers did he learn today Commerce Bank – Teller ask if you would like an envelope or if they can give you your balance. Chevy Equinox: A thoughtfully engineered vehicle brings you driving harmony as you hit the road. Equinox has addressed all of your needs and exceeds your expectations, while offering features that deliver peace of mind. Any More? Is saying it the same as doing it?

10. © Expectceed Exercise #1 Discuss personal customer service experiences in a small group. Examine examples using the 3 levels of satisfaction –Meet –Did not Meet –Exceeded Examine how the customer service could be elevated –Did Not Meet – How could they meet then exceed –Meet – How could they exceed –Exceed – How can they exceed even further. General discussion will follow. Select a spokesperson for the group to report it’s findings.

11. © Customer Expectation Index Assess your customer’s needs List those that you meet List those you do not meet Result will give you a listing to determine how you can meet your customer’s expectations

12. © Customer Expectation Index Customer ExpectationsCustomer Expectations Met, Not Met or Exceeded How you fill the gaps or exceed where you fill them what resources are needed.

13. © Internal Customer Total Quality Programs NOAC Benefits of smooth hand-offs Continuous Process improvement –Once you think you got it …. You need to start over again – Bill Cowher Who is involved? –Inside Sales, Warehouse, Delivery, Purchasing, Accounts Receivable, Accounts Payable, Management

14. © Internal Customer Expectations Form a list of what you think are your internal customer’s expectations Look for similarities with the Customer Expectation Index

15. © Internal Customer Expectation Index Customer ExpectationsCustomer Expectations Met, Not Met or Exceeded How you fill the gaps or exceed where you fill them what resources are needed.

16. © Expectceed Exercise #2 Select one company from each group. Develop a list of what you think the customer’s expectations will be. Examine it as though you are the customer Are they met or not met? What can you do to exceed them? General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

17. © Customer Expectation Index Adding Competitor Customer Expectations with Competition Customer Expectations Met, not met or exceeded What resources are needed to be competitive or exceed the competition. Circle what your competitor provides and add those you do not.

18. © Expectceed Exercise #3 Continue to use the company you chose from the group. Circle all the expectations your competition provides. Add those you do not provide. Validate the additions as real expectations. Determine how you can meet or exceed them. General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

19. © Expectceed Base By combining what you do and what your customer does you can now start building a base of options you can provide to Expectceed. Always look for ways to use good examples you find.

20. © Expectceed Exercise #4 Determine how you can meet or exceed the service gap areas from your worksheet Determine the resources needed to satisfy Internal and External Customers. Build an Expectceed base What are the take-a-ways from this General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

21. © Survey Ideas Example of a current survey –Much too complex –Confuses customers –In between ratings really fall into one of three categories Set up for: –Meet –Not Meet –Exceed

22. © Conclusion Questions?????? Now got out and EXPECTCEED