Why Spend Time Acquiring New Customers to Lose Them?

March 6th, 2014

Presented by Jeri Meola, President SMS

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What music do sales and marketing team members

love?

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Happy Days Are Here Again

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Technology Had Leveled Our Playing Field

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So What Is The Solution?

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90% - 9

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^ 90% of dissatisfied customers won’t come back or

buy again

^ Unhappy customers tell their story to at least 9

others

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If you don’t take care of your customers… someone else will.

Who in Your Organization is Responsible For The Customer?

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Customer vision is driven by your

“Make or Break.”

Successful Customer-Focused Companies

Have a vision

Data-driven

Ongoing innovation

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“Make or Break”

The one thing that has to be done EXTRAORDINARILY well to keep your customer.

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“Make or Break” Example

• When Shopping For Fish, What Do You Prefer?

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“Make or Breaks?”

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Little Things.

“Make or Breaks?”

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Disciplined Execution

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How do I create a “Make or Break” customer experience?

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“Make Or Break” Questions

When purchasing our __________, what could make us different?

How do we provide value?

What frustrates you? What aren’t you getting?

How are we most likely to lose your business?

What ONE thing must we excel at?

Focus on behaviors and attitudes.

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VOC Listen and Learn Sessions

Qualitative understanding to hear and understand needs, expectations and requirements.

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Customer Segmentation

Which customers are most important?

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Show commitment.

Brand Experience Contracts

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Customer Advocacy Panel

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No Excuse Culture

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Reward staff for taking care of your customer.

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Customer Experience Assessments

Know your risk.

“If you’re not keeping score, you’re only practicing.” Vince Lombardi

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Customer Effort Score

Most customers don't want to be dazzled; they want an effortless experience.

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Sense of Urgency

It’s about retention of your base.

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THE END THE END

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SMS Relationship Contact

^ Voice of the Customer (VOC) Coach ^ Avid golfer

^ Community Advocate:

Performance Excellence Network (formerly Minnesota Council For Quality)

WomenVenture

United Way Women’s Leadership Council

Executive Women’s Golf Association

Sales and Marketing Executive International

American Heart Association Go For Red Executive Council

Performance Development Management Association (PDMA)

Women’s Presidents Organization

^ Recent Awards: 2011 Women in Finance and Commerce Top Women In Finance

2010 Red Cross Humanitarian

2009 National Association of Women Business Owner Lifetime Achievement

952.939.4310 (Direct)

612.840.0766 (Mobile)

jmeola@smsresearch.com

LinkedIn: www.linkedin.com/pub/jeri-meola

Facebook: profile.to/jeri meola/