Modeling Nordstrom, Disney, Amazon

Transcription

1 Modeling Nordstrom, Disney, Amazon Strategies to Keep Customers Coming Back Bruce Hardie

2 Bruce Hardie Spokane, Washington Regional Director Operating Principal KW International Master Faculty

3 What can we learn from Nordstrom, Disney, and Amazon?

4 1. Empowerment a. Use your best judgment when it comes to serving the customer. 2. Standards a. Come out from behind the counter with the customer s purchase. b. Handle purchases without having the customer stand in line at the counter. c. Answer the phone on no more than the 2 nd ring.

5 1. Exceed expectations 2. Focus on making emotional connections Emotionally engaged customers tend to be: At least three times more likely to recommend Three times more likely to repurchase Less likely to shop around Much less price sensitive

6 1. Serve the needs of the customer 2. The Empty Chair 3. Don t be afraid to apologize

7 Can we make use of any of these ideas?

8 Show CX video

9 TRUTH: You would have no business without customers!

10 MYTH TRUTH Defined by you Starts and stops at the end of a transaction Meets the customer s needs One size fits all Addresses customer s specific issues as they arise Does not happen organically Success is based on feelings alone

11 TRUTH: Customers are more apt to share a negative customer experience than share a positive customer experience.

12 The Cost of a Bad Experience 25 percent will switch providers 357,000 negative shares 19 percent lose trust 59 percent have NO relationship! Source:

13 Take care of the people who take care of you. - Martin Bouma, Ann Arbor, Michigan

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15 If you want extraordinary results in your life, you cannot be average. - Gary Keller, Chairman, Cofounder Keller Williams Realty

16 Value of A Customer Value of a Customer over 20 Years Year Transaction Price 3% Commission 1 1 st Home Purchase $208,500 $6, st Home Sale 2 nd Home Purchase 2 nd Home Sale 3 rd Home Purchase $280,207 $350,258 $470,718 $588,397 $8,406 $10,508 $14,122 $17,653 Total Value $56,942

17 Value of a Database Value of Your Database Repeat and Referrals 21% (NAR Statistic) Step Transaction Example A Number in Your Database 1,000 B Average for Repeat Customers (A X 21%) 210 C Average for Referral Customers (A X 21%) 210 D Total Repeat + Referral (B + C) 420 E Value of one client (from previous table) $50,000 What is the value of your database? (D x E) $21,000,000

18 Your CX System

19 5S CX Model 1. SET

20 5S CX Model 2. SERVE 1. Have Standards Your clients aren t loyal to you; they are loyal to the standards you represent. The Millionaire Real Estate Agent 2. Leverage Technology KW Mobile Search App, your website 3. Leverage People Your team Vendors Allied Resources

21 5S CX Model 3. SURVEY 1. Check in frequently. 2. Ask for feedback with surveys, reviews, and testimonials. 3. Track your CX score. 4. Make improvements.

22 5S CX Model 4. SURPASS 1. Don t just meet expectations; delight your customers by surpassing expectations. 2. Do unexpected things in unexpected ways. 3. Elevate your service.

23 5S CX Model 5. SUSTAIN 1. Stay top of mind. 2. Gain repeats and referrals. 3. Reward.

24 Systematic Approach 1. Understand the customer and set expectations. 2. Deliver on expectations. 3. Check in on the experience. 4. Surpass expectations!

25 Benefits of a CX System For the Agent Repeat and referral business For Keller Williams Realty Family of customer-centric agents delivering topnotch experiences Known throughout the real estate and service industries as the pinnacle of customer experience

26 Thank You. Please discard all your trash as you leave! Please complete an evaluation for this session. Use any mobile device! Download a FREE copy of this presentation. Go to familyreunion.kw.com/downloads