Transcript Customer Loyalty - Greater Miami SHRM

Developing Loyal Customer
Internal and External
Pablo J. Perez
Executive and Corporate Team Coach
A(SK + G) = PBC  IP
Attitude isn’t
everything
but it’s pretty
darn close
Customer Service
is not a Department
Is an Attitude
“The function of business is to
attract and maintain customers.”
– Peter Drucker
Customer Service
Products and Services
JOY
Federal Government Research
Why customers stop doing business with a company?
 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.
People don’t quit
organization
they quit BOSSES!
HAVE YOU EVER WASHED
A RENTAL CAR?
Human Business Model
Business Level
Human Level
Listening
You
Ear
Eyes
Undivided
Attention
Heart
2 Measurements
Customer Satisfaction
“I expected…I got it”
Customer Loyalty
“I got more than I expected”
C
Perceived Value
Defined by your customers
Every Service Point is Critical
Points of Connection
- Creating an Emotional Tie
On-Time Delivery
Free Shipping
Error Free
High Quality
Personal Technical Service
24-Hour Response Time
Points of Connection
 Emotional Connection
VS.
VS.
VS.
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Parking
Checking in
Locating your room
Examining your room
Wireless access
Examining the bathroom
Comfort of the bed
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.
Why Do You Want Loyal Customers?
?
?
?
?
New Business Model
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Revenue and Market Share Increase
Employee Retention Increase
Profits Increase
Costs Shrink
What is a Loyal Customer
Worth?
Example: Retail Industry
How Likely is it That You Would
Recommend Us to a Friend?
 Customer Loyalty
Score
 Loyal Customers
 Neutralizers
 Diminishers
9 - 10
7- 8
0- 6
Customer Loyalty Score
Customer Loyalty Score is calculated by:
Employee Loyalty Score
Employee Loyalty Score is calculated by:
The story of Johnny the Bagger
Tell me your stories
Pablo J. Perez
E-mail: [email protected]
Blog: http://www.totalexcel.blogspot.com/
Office: (305) 722-7215
Mobile: (305) 495-6851