how to create ‘devoted’ customers

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how to create ‘devoted’ customers a practical guide by andy hanselman

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how to create ‘devoted’ customers. a practical guide by andy hanselman. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”. ‘devoted’ customers?. not ‘satisfied’ customers. not even ‘delighted’ customers. why?. 86. - PowerPoint PPT Presentation

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Page 1: how to create  ‘devoted’  customers

how to create ‘devoted’ customers

a practical guide by andy hanselman

Page 2: how to create  ‘devoted’  customers

UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”

Page 3: how to create  ‘devoted’  customers

‘devoted’ customers?

Page 4: how to create  ‘devoted’  customers

not ‘satisfied’ customers

Page 5: how to create  ‘devoted’  customers

not even ‘delighted’ customers

Page 6: how to create  ‘devoted’  customers

why?

Page 7: how to create  ‘devoted’  customers

86 % of defectors express satisfaction with the previous

supplierfrederick reicheld – ‘the loyalty effect’

Page 8: how to create  ‘devoted’  customers

so

Page 9: how to create  ‘devoted’  customers

forget ‘satisfaction’

think ‘devotion’

Page 10: how to create  ‘devoted’  customers

some customers have

Page 11: how to create  ‘devoted’  customers

high expectations

Page 12: how to create  ‘devoted’  customers

some customers have

Page 13: how to create  ‘devoted’  customers

low expectations

Page 14: how to create  ‘devoted’  customers

all customers either have

Page 15: how to create  ‘devoted’  customers

a ‘great’ experience

Page 16: how to create  ‘devoted’  customers

or

Page 17: how to create  ‘devoted’  customers

a ‘poor’ experience

Page 18: how to create  ‘devoted’  customers

look at it like this

Page 19: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

Page 20: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e‘delighted’

Page 21: how to create  ‘devoted’  customers

‘delighted’ customers

Page 22: how to create  ‘devoted’  customers

are surprised by the level of service you provide

Page 23: how to create  ‘devoted’  customers

are surprised by the level of service you provide

( positively surprised please!)

Page 24: how to create  ‘devoted’  customers

so

Page 25: how to create  ‘devoted’  customers

‘delighting’ customers is ‘a good start’

Page 26: how to create  ‘devoted’  customers

but

Page 27: how to create  ‘devoted’  customers

with time

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expectations will rise

Page 29: how to create  ‘devoted’  customers

(which is a good thing)

Page 30: how to create  ‘devoted’  customers

the challenge is to consistently deliver

Page 31: how to create  ‘devoted’  customers

a ‘great’experienc

e

Page 32: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

‘devoted’

Page 33: how to create  ‘devoted’  customers

why?

Page 34: how to create  ‘devoted’  customers

‘devoted’ customers

Page 35: how to create  ‘devoted’  customers

stick with you

Page 36: how to create  ‘devoted’  customers

spend more

Page 37: how to create  ‘devoted’  customers

shout about you to

others

Page 38: how to create  ‘devoted’  customers

the goal therefore is to create

Page 39: how to create  ‘devoted’  customers

‘devoted’ customers

Page 40: how to create  ‘devoted’  customers

how?

Page 41: how to create  ‘devoted’  customers

“ the more you engage with customers the clearer things become and the easier it is to determine what you should be

doing”John Russell, President, Harley-Davidson Europe

Page 42: how to create  ‘devoted’  customers

so

Page 43: how to create  ‘devoted’  customers

give your customers ‘a damn good listening to’

Page 44: how to create  ‘devoted’  customers

44% of consumers say the majority of their customer

experiences are

bland

Page 45: how to create  ‘devoted’  customers

so

Page 46: how to create  ‘devoted’  customers

stand in your own queues

Page 47: how to create  ‘devoted’  customers

identifyyour barriers to giving a greatexperience

Page 48: how to create  ‘devoted’  customers

“in every single industry

there is now overcapacity of production

and lack of capacity

in terms of people”

sir martin sorrell, chief executive WPP

Page 49: how to create  ‘devoted’  customers

so

Page 50: how to create  ‘devoted’  customers

think 3D

Page 51: how to create  ‘devoted’  customers

dramatically and demonstrably

different

be

Page 52: how to create  ‘devoted’  customers

it’s an ongoing process

Page 53: how to create  ‘devoted’  customers

be an ‘enemy of

the status quo’

Page 54: how to create  ‘devoted’  customers

aim

for

Page 55: how to create  ‘devoted’  customers

this

Page 56: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

Page 57: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

Page 58: how to create  ‘devoted’  customers

so

Page 59: how to create  ‘devoted’  customers

raise the bar

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“stand out” and deliver

consistently

Page 61: how to create  ‘devoted’  customers

it’s not easy

Page 62: how to create  ‘devoted’  customers

occasionally customers will have

Page 63: how to create  ‘devoted’  customers

a ‘poor’experience

Page 64: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

‘disappointed’

Page 65: how to create  ‘devoted’  customers

so

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spot ‘disappointment’

Page 67: how to create  ‘devoted’  customers

ask

Page 68: how to create  ‘devoted’  customers

were you completely

happy with our service?

Page 69: how to create  ‘devoted’  customers

actand

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get

back

Page 71: how to create  ‘devoted’  customers

this

to

Page 72: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

‘devoted’

Page 73: how to create  ‘devoted’  customers

this

not

Page 74: how to create  ‘devoted’  customers

high expectations

low expectations

a ‘poor’experience

a ‘great’experienc

e

‘disaffected’

Page 75: how to create  ‘devoted’  customers

“executives say that the way their organizations interact with customers

will be the greatest challenge in their

operations between now and 2010”

Economist Intelligence Unit – Business 2010

Page 76: how to create  ‘devoted’  customers

so

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go for ‘delighted’

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aim for ‘devoted’

Page 79: how to create  ‘devoted’  customers

spot ‘disappointed’

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avoid ‘disaffected’

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creating ‘devoted’

customers

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meanstaking action,

not notes

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so

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don’t just stand there….. do something!

Page 85: how to create  ‘devoted’  customers

andy hanselman is one of the uk’s leading experts in business competitiveness. he writes, consults

and speaks on issues that help organisations maximise their competitive advantage, their

customer relationships and their competence.

you can find out more at www.andyhanselman.com

you can email him at [email protected]

andy hanselman consultingsheffield technology park60 shirland lanesheffields9 3spuktelephone: +44 114 243 4666