The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
This document describes a method for improving customer service and climbing the customer service curve through customer experience workshops. It discusses that (1) customer satisfaction does not directly correlate with loyalty and that only 15% of companies delight customers, (2) mapping all customer touchpoints called "moments of truth" is important for understanding the customer experience, and (3) workshops involving frontline employees can identify opportunities to improve specific moments of truth.
This document discusses how to create memorable customer experiences (MCEs) to build loyalty and advocacy. It emphasizes that exceeding customer expectations at every interaction is key to retaining existing customers and generating referrals. Real estate agents should identify and optimize all customer touchpoints to consistently deliver their brand promise. While commissions are no longer the primary criteria for choosing an agent, strong service aligned with an authentic brand is the new competitive advantage. The document promotes consulting with Kate Duncan of The Business Plumber on auditing touchpoints and strengthening client relationships through memorable experiences.
Organic growth for clients - Account Management RoleAamir Abbasi
This document discusses organic growth for clients and account management. It defines organic growth as business expansion due to increasing customer base, output, or sales as opposed to mergers or acquisitions. It emphasizes the importance of prioritizing leads to organic growth through chemistry between clients and agencies. It also discusses hurdles in client-agency relationships such as agencies having a narrow focus on advertising and lost trust. Finally, it outlines early warning tripwires agencies can use to identify problems, including client and agency report cards and monitoring changes in client management.
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
The document discusses 11 questions to determine if a company needs a Chief Customer Officer. It asks if there is clarity, alignment, metrics, resources and processes around managing customers. It suggests that most companies need someone to spearhead pushing customer work forward. It recommends determining if the list of tasks aligns with a company's needs and considering if current efforts are providing necessary results to decide if a Chief Customer Officer is required.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
The document discusses effective customer service and outlines key qualities, mindsets, and approaches. It emphasizes having strong communication skills, product knowledge, and a human touch. It also stresses seeing issues from the customer's perspective, focusing on solutions rather than yourself, going the extra mile, and creating positive experiences through quality, active listening, understanding customer relationships, and consistency. The presenter invites any questions at the end.
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
The document discusses customer delight and how exceeding customer expectations can lead to positive word-of-mouth promotion. It emphasizes that customer delight involves creating an individualized experience for each customer to enhance their relationship with the brand. To achieve customer delight, companies should give customers what they need, deliver services on time, and provide value. This ensures expectations are exceeded, which leads to customer satisfaction and can create a "wow factor" that builds loyalty.
Making referrals happen simonton version [compatibility mode]Rose Grabowski
The document discusses the importance of referrals for business growth and provides strategies for developing an effective referral program. Some key points:
- Referrals are one of the primary engines of business growth, but many companies do not have a formal referral program in place.
- Customer satisfaction and service are critical for getting referrals, as happy customers are much more likely to recommend a business to others. The "service-profit chain" outlines how internal quality and employee satisfaction drive customer loyalty.
- The document recommends businesses create a referral asking system, measure referral sources, offer incentives, develop relationships with local influencers, and focus on excellent customer service to generate referrals.
Customer service involves meeting customer needs and expectations through positive interactions. It is the purpose of a business, not a favor to customers. Excellent customer service is rare because it requires investment, skills development, empowering employees, and measuring satisfaction. Every customer has needs around service, price, quality, action on problems, and appreciation. Both external and internal customers are important to manage to create a unified vision of excellent service.
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
The document discusses the importance of customer service and delighting customers. It defines customer delight as exceeding customer expectations, notes that every customer interaction is an opportunity to create a positive experience, and explains how satisfied customers lead to increased sales, revenue and profits through the "Service-Profit Chain". The document provides tips for good customer service such as listening attentively, having product knowledge, always fulfilling promises to customers, and outlines things to avoid like taking customers for granted or using jargon.
Chief Customer Boot Camp: Evaluate Your Company Power CoreJeanne Bliss
The document discusses how to evaluate a company's "power core", which is the predominant priority or function that drives most of the company's actions and agenda. It identifies six potential power cores: marketing, sales, product, vertical business, IT/engineering, and customer. It provides advice on how to identify a company's power core and how that power core can impact efforts to implement a customer-focused strategy. It also gives examples of "kick-start" plans for aligning different power cores with a customer experience focus.
1) The document discusses the importance of customer delight over mere customer satisfaction and empowering staff to provide exceptional customer experiences.
2) It highlights that acquiring new customers is much more expensive than retaining existing ones and customers are often lost due to indifference rather than dissatisfaction.
3) The document provides strategies for organizations to stand out from competitors and create memorable customer experiences through storytelling, understanding customer needs, and having customer delight as a core value.
The Art of Creating the Exceptional Customer ExperienceMichael Blachly
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
The document discusses the importance of customer loyalty for businesses. It notes that customers leaving due to poor quality, lack of understanding of customer needs, or inadequate marketing can lead to declining revenues. The document emphasizes maximizing customer value through effective customer management strategies. These include identifying and attracting customers, winning them over, keeping them satisfied, helping them grow as customers, and reducing costs to serve customers. The key to sustainable loyalty is delivering exceptional customer experiences through focusing on customer relationships and simplifying processes to make doing business easy.
From Lip Service to Passionate Action: Chief Customer Officer Virtual Boot CampJeanne Bliss
This document outlines an agenda for a virtual boot camp for chief customer officers. The agenda includes exploring customer experience leadership aptitudes, building a customer experience plan and roadmap, and conducting a reality check audit of the current customer experience. It also discusses the need to shift from delivering an organizational chart to delivering a differentiated customer experience. Finally, it presents ten key customer leadership aptitudes and provides playing cards for a team to discuss their skills in these areas.
Ispor2009: Innovations In Physiologic And Pro Data CapturechallPHT
The document discusses innovations in capturing physiological and patient-reported data electronically during clinical trials. It provides examples of studies that used integrated devices to remotely collect asthma and diabetes patient data in real-time, addressing challenges of manual data entry. Real-time access to data enables safety monitoring and allows for early withdrawal of non-compliant patients.
High Definition Impressions (HDI) develops grassroots educational marketing strategies that help healthcare providers and manufacturers expand market share, while promoting patient loyalty and best practices branding. Our well planned and research-based programs are co-created with medical experts for medical experts.
- The document argues that companies must adopt a collaborative mindset in order to survive in today's fast-changing business environment, where new technologies and business models emerge rapidly. It asserts that viewing others with distrust and trying to do everything alone leaves companies unprepared and unable to progress or adapt.
- Collaboration requires defined trust between partners and a willingness to see value in working with others outside one's own organization. It can speed innovation, reduce costs, and lead to new ideas that no single company could achieve on its own.
- While consensus management seeks agreement and leads to mediocrity, collaboration combines strengths under leadership to create new and bold outcomes. Companies should proactively seek partners among competitors, suppliers, clients and
The document discusses the use of Lucene and Solr for indexing and searching large collections at two university libraries. It provides statistics on the number of records and full-text documents indexed at each library. It also gives an overview of the key components and functionality used in their search systems, as well as areas for potential future improvements.
Come prendere voti (e vincere) con la posta elettronica.
I migliori consigli per utilizzare al meglio l'email come strumento politico. La presentazione è ottima per le sedi locali dei partiti (circoli, sezioni, federazioni, ecc.), i comitati elettorali, le componenti interne delle forze politiche, le associazioni di cultura politica, i gruppi di pressione, i candidati, i dirigenti politici.
The document discusses using electronic patient-reported outcomes (ePRO) in adaptive clinical trial designs. It defines adaptive trials as designs that can flexibly change aspects of the trial based on interim analyses of accumulating data. Examples of adaptive changes include modifying the sample size, endpoints, randomization probabilities, or treatment groups. ePRO provides reliable, timely data collection to support interim analyses in adaptive trials. It also allows automatic changes to data collection workflows or questionnaires based on adaptive trial decisions.
The document provides information on marketing and developing business with the federal government. It discusses common myths about federal marketing and outlines the truth that over 90% of buying decisions are made at the local level. It also provides tips on networking with federal agencies and locating opportunities on websites like FBO.gov. Details are given on various federal clients including the Department of the Navy, Department of the Army, and U.S. General Services Administration.
An article that was placed in the company newsletter reviewing the efforts to develop and grow the electronics and semiconductor business at Air Products.
Integration of ePro by Sheila Rocchio, MBAchallPHT
The Integration of ePRO with other eClinical Systems
A review of what sponsors and sites need to know about ePRO, including the multiple types of ePRO systems, the history and rationale for using ePRO, and the integration of ePRO with other eClinical systems.
The document provides instructions for analyzing truss structures. It outlines 4 steps: 1) determine support reactions if not given, 2) draw free body diagrams of joints with unknown forces, 3) apply equilibrium equations to solve for unknowns, 4) repeat steps 2 and 3 until all forces are determined. It also discusses zero-force members, which can be removed from the truss for analysis if they meet certain criteria. Zero-force members do not carry loads but increase stability. The document contains sample problems and solutions demonstrating these concepts.
The website provides key information for viewers about an upcoming film, including when it will be released in cinemas near them, the trailer, cast, and gallery of pictures from the film. It also includes links to the film's social media pages and advertises the film soundtrack playing in the background to help promote the movie. The full trailer automatically plays on the front page of the site to attract viewers.
The document discusses changes made to a website's design based on feedback, including moving social buttons to the bottom right, changing their style to appeal to teenage girls, decreasing text size and moving it down, keeping one page plain and simple as effective, correcting a spelling error, reducing unnecessary text size, and changing a picture to keep the mise-en-scene based on feedback that it looked better.
The document discusses the design elements used in various movie posters and websites. It notes the fonts, colors, layouts, and conventional elements used, such as billing boxes, taglines, and title placements. Main colors typically included pink, blue, and white. Sans serif fonts were commonly used for banners and titles. Images and backgrounds were usually kept simple and clear.
Presenatation for evaluation ciara harry george meganrobbienn45
The document discusses an evaluation of a thriller media opening that represents particular social groups. It includes questions about how the media product uses or challenges conventions, what institutions would distribute it, who the audience would be and how they were targeted, what technologies were learned through construction, and what was learned in progressing from a preliminary task to the main task. Links are provided to additional resources for each question.
The document discusses common mistakes made with online marketing and provides strategies to more effectively attract targeted website traffic, increase conversions, and measure success. It highlights the importance of search engine optimization (SEO) and pay-per-click (PPC) advertising, while avoiding wasted spending on irrelevant traffic. Key performance metrics like conversion rates are emphasized for analyzing what is and isn't working.
Delivering consistent national services at multiple locations requires balancing local needs with brand standards. Customer satisfaction should be the top priority, as retaining customers is critical for business success. Building strategic relationships requires listening to customers, addressing their real needs, and ensuring both internal and external customers have a positive experience.
The document discusses the importance of branding for organizations like the Special Libraries Association. It provides examples of brand promises from different companies like Citigroup and Ritz-Carlton. The document then analyzes how customer satisfaction impacts business outcomes over time. It notes that employees often experience disconnects between customer expectations and their ability to meet them. The rest of the document discusses using the example of National City bank to develop a brand promise of being a "Customer Champion" and outlines key elements and an implementation plan to communicate this promise internally to employees and externally to customers.
Service Quality PowerPoint Presentation SlidesSlideTeam
This complete presentation has a set of thirtyone slides to show your mastery of the subject. Use this ready-made PowerPoint presentation to present before your internal teams or the audience. All presentation designs in this Service Quality Power Point Presentation Slides have been crafted by our team of expert PowerPoint designers using the best of PPT templates, images, data-driven graphs and vector icons. The content has been well-researched by our team of business researchers. The biggest advantage of downloading this deck is that it is fully editable in PowerPoint. You can change the colors, font and text without any hassle to suit your business needs.
Service Excellence Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence Powerpoint Presentation Slides. Convert angry to happy. https://bit.ly/3sKKTQ0
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
The document discusses how to create positive customer experiences by understanding what customers really want versus what businesses typically provide. It argues that customers want compelling experiences, personal focus, reciprocal loyalty, differentiation, coordination and innovation, while businesses often focus on customer service, product focus, endlessness prospecting, sameness and the status quo. The document provides tips for listening to customers, emphasizing knowledge, developing relationships and focusing on customer experience over individual interactions.
The document provides tips for managing a virtual insurance agency, including setting clear expectations for producers, tracking key metrics like closing ratios and cross-selling, and setting goals around obtaining referrals and suggestive selling of add-on products to increase income per sale. Implementing these strategies such as asking for one referral per day and suggestive selling one add-on product per policy could result in over $20,000 more income per producer annually.
Why Building a Team is Critical to Creating Value in Your BusinessKrista Sheets
The document discusses building teams within financial advisory practices to maximize client relationships and business value. It outlines the benefits of developing complementary teams through assessing behaviors, motivators, and defining roles. The key is designing client service menus that meet standard expectations but also include signature services to exceed expectations and deepen client engagement through proactive communication, appreciation, and ensuring positive client experiences. Defining ideal client profiles allows focusing efforts on those who will benefit the business most.
This document summarizes a presentation by Carol Chapman and Suzanne Tulien of The Brand Ascension Group on defining and reinforcing a strong brand. They discuss how a brand is a perception defined by customer experience. Successful brands define their unique attributes like style, values, differentiators, and standards. They provide examples of how clearly articulating a brand promise and point of view, and ensuring behaviors reinforce the desired perception, can increase customer loyalty and drive business results. The presentation encourages companies to define their "brand DNA" to gain competitive advantage.
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
Outperform your competition with Customer EngagementTrustpilot
This webinar will show you how customer engagement leads to tangible business benefits, can lead to further revenue-driving initiatives such as customer advocacy, referral marketing, and more. We also share tactical tips and strategies for initiating and optimizing a customer engagement strategy.
This document discusses customers, what they want, and how to keep them. It notes that customers want value, excellent communication, reliability, and empathy. Customers expect reliability, responsiveness, assurance, and empathy. The customer experience is a blend of a company's performance and the emotions evoked against customer expectations. Moments of truth include parking, fees, voicemail, greetings. Service can suffer if the mission is wrong, management sets a poor example, or training is insufficient. Highly profitable companies place high priority on customer service. Retaining customers involves keeping promises, making a good first impression, solving problems, and following up.
The document discusses the importance of understanding customers and being customer-centric. It provides information on customer needs, wants, buying behaviors, and factors that influence purchasing decisions. It emphasizes that customers should be the top priority and that businesses need to truly understand their customers in order to meet and exceed their expectations.
Presented by DeSantis Breindel and the authors of Woo, Wow, and Win, the award-winning book on service design.
A great B2B brand can woo clients, but only a great experience can wow them. And experience doesn’t happen by accident. Using service design, you can deliver experiences that maximize the value of your brand, accelerate growth, and win both repeat business and new clients. Watch this webinar to learn how to build the wow into every interaction with your clients.
This document discusses strategies for increasing customer loyalty and retention. It emphasizes the importance of making customers feel valued through personal attention to their needs and feedback. Specific recommendations include regularly checking in with customers, addressing complaints respectfully, finding ways to surprise and delight customers with unexpected gestures, and strengthening relationships to prevent losses to competitors. The overall message is that customers will remain loyal when they feel a company genuinely cares about providing an exceptional experience.
Your Guide To Becoming The Most Talked About BrandStreamPage
This document provides a guide for businesses to become the most talked about brand through building trust and generating positive word-of-mouth. It discusses how trust is the number one reason businesses choose BBB accreditation and the top way customers learn about businesses. The guide recommends that businesses give people something to talk about by exceeding expectations, being more friendly and compassionate, making emotional connections with customers, and becoming an industry expert. It also discusses harnessing the power of social media, consumer reviews, and how BBB accreditation can be the final stamp of approval to boost a business's reputation.
The document discusses factors that contribute to the success or failure of joint ventures (JVs). It notes that over 80% of JVs fail within the first two years. Key factors for success include having a clearly defined long-term strategy and ensuring both parties trust each other. Rushing into a JV to chase short-term opportunities often leads to failure. Successful JVs require alignment on vision, ethics, and direction between partners.
David Carrithers received the Emeritus Member Chairman’s Award from the Center For Job Order Contracting Excellence for his over 16 years of support to the industry and association. The award is the highest honor given to individuals who have made outstanding contributions to CJE nationally and to job order contracting throughout their career. Carrithers has held leadership roles including head of the membership development committee and serving two consecutive years as Industry Chairman. He presented at the yearly conference on partnering and cooperation within construction programs to generate better results.
The document outlines a campaign for Moneycorp US to acquire new international payments clients and improve conversion of existing clients. The campaign will run Google AdWords starting June 13, 2016 with a $1,000 per day budget averaged over 30 days. It will target US citizens looking to send money abroad as well as foreigners in the US sending money home, focusing on states along the eastern seaboard. Keywords will center around money transfer, currencies and country names. The majority of the budget will be spent on generic money transfer terms, with smaller portions allocated to country, currency and competitor keywords as well as remarketing and display ads.
This document outlines a marketing plan for a "Powered By" program to launch new markets, customers, transactions, and profits. It identifies target markets such as globally mobile currency users, digitally active consumers moving away from banks, and more affluent and mobile people globally. Target partners include those focused on digital assets, targeted lifestyles, industry associations, and personalized data. The plan sets goals to generate over $100 million in revenue by 2017. It outlines strategies for partner marketing, direct marketing, social media marketing, and more to acquire over 1,900 new clients within two years. Initial target markets include the US, UK, and other countries.
► Engaging Operations and Strategy Executive possessing a winning blend of business expertise, skill in operations management, and practical experience. Experienced in driving revenue growth and brand visibility in challenging markets.
► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance and revenue goals by aligning the effort of strong teams with organizational objectives.
This document provides brand guidelines for Lifecycle Construction Services, a full service design-build construction firm. It includes their mission statement, descriptions of their logo and brand colors, guidelines for using their logo on business cards and envelopes, and guidance on digital branding for social media profiles and email signatures. The tilted pentagon logo represents the five services Lifecycle offers and the consistent execution of their work. Times New Roman is provided as the primary typeface with Old Standard as the secondary option.
Targeting Realtors whose clients are foreign nationals purchasing property in the US and moving to the states, at the same time foreign Realtors representing US nationals overseas buying vacation property or retiring overseas.
Moneycorp and Tempus have formed a strategic alliance to launch moneycorp Powered By Tempus in the US, which will offer US consumers access to a global network for international currency trading and payments. The new brand aims to give consumers control over currency payment needs such as purchasing international real estate, paying living expenses abroad, and managing finances for a global lifestyle. It will provide competitive services for foreign exchange and payments in the US, supported by advanced technology and processing efficiencies.
1) Loyalty programs have evolved from simple merchandise and coupon-based programs to complex frequent flyer miles programs involving partnerships between airlines and banks.
2) Early frequent flyer programs were very successful at increasing customer spending and driving loyalty. Members earned miles both from credit card spending and actual flight activity.
3) Over time, generic points programs emerged that allowed members to earn points from a variety of spending activities that could be redeemed for any flight, rather than being limited to specific airline partners. This increased flexibility and attractiveness of the programs.
Transformational Strategies Creating Team, Brand & Market Results!
My passion is in better business growth through better branding, marketing, sales and new development processes. I bring to life transformational strategies, aligned team efforts and create targeted growth. I have mastered building industry alliances, stronger relationships with clients and growing the top line business volume while improving the bottom-line profit margin.
The National Scrip Center has an Employee Honor & Recognition Program to acknowledge excellence among staff. More details about eligibility and awards can be found in the Employee Handbook. This document provides a brief high-level overview of the program.
This document discusses needs-based selling and program management. It provides examples of needs-based selling in different industries. The key aspects of needs-based selling are listening to understand the client's needs, developing solutions to address those needs, and focusing on value over price. The document then discusses program management, including establishing objectives, budgeting, determining performance criteria, communications, selecting rewards, and ongoing administration and evaluation. The goal is to understand client needs and situations and provide customized solutions and recommendations.
11. Share What A Bad Experience Can Mean? Have you ever had poor customer service? People not living up to their commitments? Not recognized or listened to? What they said didn't match what they do? The Friendliest Store In Town
12. When You Hear Strategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?
13. What Is The Customer Buying? Need To Ask Yourself?
14. Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO
15. Relationship Words… To exceed our customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees . Build relationships that withstand the test of time by keeping our promises and honoring our commitments . Customer Satisfaction is the Measure of Our Success! Our Clients Are Buying Our Mission The Client Wants A Relationship That Performs…
16. What Our Clients Are Buying? Professional Customer Service with repeatable, predictable and positive outcomes Different kind of construction relationship Not Status Quo Responsive, safe solutions and innovation Construction experts that can be trusted to do what is right & watch out for the client’s interest first Responsive and timely communications Transparency in decisions, work, results A flexible resource pool and experience base We Must Live Our Mission And Values! YES 13
17. Customer Focus Of Our Brand Centennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects. To be the trusted advisor of our clients.
20. Relationships At Heart Of Value Statement We have Strategic Relationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins.
22. Tools To Help CS Culture Take Root Zero Punch List Club 4.0 Club 100% Club Customer Service Stand Downs One On One Sessions Customer Satisfaction Surveys Stories We Share New Employee Orientation
25. When Things Go Wrong http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything Be Honest With Yourself – Look Around You, Respond!
27. Customer Service For Centennial A Culture Of Service Decision Making Close To Customers Not Just Responding – Thinking For Them Training Efforts To Improve Skills Rewards Programs To Drive Behavior Everyone On The Team Responsible For CS Empowered To Make A Difference You Are Not Alone – Reach Out For Help
28. Strategic Customer Relationships Drive Success We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores. Relationship Value GAP So What Do You Think The Difference Represents Between The Top & The Bottom?
29. Found In Customer Satisfaction Data Hard skills drive higher overall customer satisfaction scores until @ 3.7 To get 3.7+ rating, need to concentrate on the softer skills : Attitude and cooperation Communication Honoring commitments Value for money Office staff management [From a correlation analysis of 748 surveys covering 4 years]
30. Key Thought The Soft Stuff Is The Hard Stuff It Starts With Communications!
31. Listening To Your Customers’ Suggestions See the big picture. Ask yourself, "Is this a onetime event, or indicative of a trend?” Think strategically about your customers' businesses, find ways to help them cut costs and increase profits. Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor. Be a student.
32. Customer Service is not a technique, it is a mindset . Reliability Responsiveness A Feeling of Being Valued Empathy Competency Five Dimensions to Quality Customer Care (defined by customers)
33. Customers will come back if: Your keep your promises You are willing to help You inspire confidence Your treat customers as individuals You make it easy for customers to do business with you All the physical aspects of your product or service give a favorable impression The Things that Customers Want Source: "Customer Retention in a Week", Jane Smith