Jack. Lethbridge Office: Calgary Office: Lynda Kavanagh, aka The WOW Gal WOW Communications Corp.
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1 Jack
2 We ve lost that lovin feeling Business is good customer service lacks Business is slow customer service increases Training employees investment not cost No customer service policy so employees are unsure Employees who are not empowered to do whatever it takes The new customer service Stop selling products/services and start describing experiences Source: Wikipedia
3 Rate yourself. What % of consumers will pay more for a better customer experience: A. 66% B. 76% C. 86% D. 96% Source: HelpScout.com Rate yourself. On average the LVC is worth up to times as much as their first purchase: A. 3 B. 5 C. 10 D. 12 Source: HelpScout.com
4 Rate yourself. It takes positive experiences to make up for one unresolved negative experience: A. 3 B. 5 C. 10 D. 12 Source: HelpScout.com Rate yourself. What % of unhappy customers never complain, they just go elsewhere: A. 54% B. 62% C. 14% D. 91% Source: HelpScout.com
5 Rate yourself. What % of buying experiences are based on how the customer feels they are being treated: A. 70% B. 60% C. 80% D. 50% Source: HelpScout.com How did you do? 5/5 4/5 3/5 0-2
6 Source: Smashing Magazine Customer service Who is responsible? Everyone says they are doing it few are Customer service is about: Competitiveness Profitability Survival EXCEEDING the customer s expectations
7 Interesting stats Avg company loses 50% every 5 years Costs 5 times to attract new / existing Happy customers tell 4 6 people Unhappy 9 13 A 2% increase in customer retention = same as cutting costs 10% Source: DestinationCRM.com You have the power to make or break someone s day
8 Bottom line Exceptional customer service = Greater customer retention = Higher profitability But Our Customer Service is 99.9% If 99.9 is good enough then. 12 newborns will be given to the wrong parents daily 18,322 pieces of mail will be mishandled in one hour 20,000 incorrect drug prescriptions will be written/ year 2 planes will land unsafely at Chicago s O'Hare airport each day Source: Milestoneconsultingincmotivation.blogspot.ca
9 Developing customers for life (LTV) Develop a customer service plan Hire good people give them authority train them Shift attitudes to helping from selling Develop a customer recovery plan Apologize - I m sorry you feel that way Ask them to explain the issue Ask them what they need to be happy Can it be done? Offer another solution Follow up 6 Ways to keep customers 1. Be a nice to everyone People deal with people they like Fix your community reputation Millions of advertising $$ won t fix your reputation
10 6 Ways to keep customers 2. Exceed expectations: Ask them what they want/need Don t trust assumptions Under promise and over deliver WOM 9 13 unhappy Tell them your value added 6 Ways to keep customers 3. Always be available: Customer buy when they are ready Multiple ways to buy and contact Online, phone, , app, social media
11 6 Ways to keep customers 4. Make it easy to buy: Make buying a pleasant experience Clearly stated return policy Guarantees Easy delivery Multiple payment options Online Reviews 6 Ways to keep customers 5. Resolve problems: Don t deny, blame, make excuses Just find a solution that is acceptable to you and the customer There s no such thing as a difficult customer there are only difficult situations
12 6 Ways to keep customers 6. Customize Let each customer feel they are your only customer. Always end your statements with a question allows you to customize Always Step into your customer s shoes! 4 step exercise
13 Stepping into your customers shoes 1. Think of a specific customer that didn t buy but should have. Stepping into your customers shoes 2. Relive the experience at every stage? Initial contact Web/ Phone / Questions Answers? Customization Delivery Payment / Pricing Why did they say NO Any follow up opportunities
14 Stepping into your customers shoes 3. Hindsight.Could you have used any customer services techniques differently? Remember exceptional sales people are the ultimate customer service reps. Stepping into your customers shoes 4. Any customer service policy changes? Have staff do this exercise.
15 Gut check exercise Our customers would love it if we did more. Our customers would love it if we did less.. Make a list of all the contact points that customers come in contact with your organization. Analyze how those contact points are working. Prioritize the top 3 contact points that need attention. What needs to be done? Time / cost to fix each? When should it be done by? Who is going to do this Customer Service Follow Up Plan Are you happy Is there anything else we could help with Do you know anyone who may benefit from our product/service Will you provide a testimonial for this product/service video testimonial May I contact you from time-to-time
16 Resources WOW Paperback & E-Book: Sales suck NOW WHAT? WOW Online Demand Business training at wowcommunications.ca/click on VIDEO ONLINE TRAINING Sign up for our newsletter at wowcommunications.ca & receive a FREE 45 minute audio podcast Crash Course in Marketing Handout Download: wowcommunications.ca/39 Send us a Selfie Video about how this session helped your business! We ll thank you by providing a download link to a our Sales for the Terrified 70-minute podcast. And put a link for your selfie to your business website Send to: Lynda@WOWcommunications.ca
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