If You Don’t Take Care of Your Customers, Someone Else Will…..
“The Definition of loyalty – faithfulness to a cause. Loyalty also means devotion and honesty to one person or thing. ” Wikipedia
In today’s business environment, customers are demanding more than ever — expecting to get what they want when they want it, and often customising it to suit their exact needs. If they do not get what they seek from one company, they can easily obtain it from another. Too often loyalty is not the motivator for their choice of purchase. Creating raving fans—not just improving customer loyalty, but creating raving fans—can give you a strategic advantage.
What is a raving fan?
As Ken Blanchard wrote in his best-selling book, “if you really want to ‘own’ the customer, if you want a booming business, you have to go beyond satisfied customers and create raving fans.” Having raving fans means that you have achieved the kind of service excellence that turns a customer into a lifetime customer and an advocate of your products or services in the marketplace.
It used to be estimated that an unhappy customer would tell around 9 other people about their negative experience. But with today’s use of social networking, endless contacts lists on email and 24 hour media channels, news travels faster and further than ever before.
Tickety-Boo Customer Excellence Programme
Our programme will help to ensure that news is the best you can possibly have. Focussing on putting the customer first in your culture and on your customer journey, delegates on this programme will identify the points where we can connect with customers in a more personal service, creating those memorable WOW moments that in turn create loyal customers.
Recognition of customers diverse and varying needs brings us closer to meeting and exceeding their expectations and also to finding their unexpressed needs. This level of service excellence ensures customers will return to your organisation. According to research by Bain & Company, companies can boost profits as much as 255% by retaining merely 5% more of their existing customers. The cost of finding a new customer costs a business five to seven times more than holding onto its current ones.
Choosing your attitude is a significant force in successful customer relations, and delegates will identify who they are when they are consistently being the best they can be. This can then be reproduced and modelled through every customer interaction – with both external customers and internal customers (colleagues) promoting a culture of consistency in excellence.
What does our communication say about us? Miscommunication is a common problem for all of us. It happens all the time. It even occurs when we least expect it and we often don’t know it happened until it is too late. Making ourselves understood isn’t always as easy as we think. However, there are numerous things we can do to improve how effectively we are being heard. It just takes a little attention to detail. Better communication skills will help us to avoid arguments, achieve our goals and generally improve customer satisfaction.
Brand image is essential to get recognition in today’s competitive marketplace and if your staff don’t protect yours, the consequences could be devastating to your business’ survival. Although British Rail stopped trading in 1997 they are still the butt of many jokes about poor service!!
The investment in this Customer Excellence Programme will: equip your team members with the necessary skills and behaviour to consistently meet and exceed the needs of your customers; protect your business and reputation; and in addition increase your revenue and profit margins.