Customer Excellence
If You Don’t Take Care of Your Customers, Someone Else Will
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 needs. If they do not get what they seek from one company, they can easily obtain it from another. 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. The Tickety-Boo Customer Excellence programme will help to ensure that news is the best you can possibly have through focus on the Customer Journey and creating those memorable WOW moments that in turn create loyal customers.
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 meet and exceed the needs of your customers, protect your business and reputation and in addition increase your revenue and profit margins.
According to Bain & Company, companies can boost profits as much as 255% by retaining merely 5% more of their existing customers.
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I’m not one to exaggerate but…..
We all do it from time to time. It makes a good story great and a bad story better. Exaggeration is in the blood. The point is what are people saying about you?
If you provide brilliant service people will exaggerate how good that service was for them. They'll make it even better when they replay their experience to their friends. If you provide poor service the disgruntled will just love to embellish their tale about how pathetically poor you were.
It's not fair but it's true.
So if people are going to exaggerate about you - which way do you want it to be?Michael Heppell
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