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Hi There !I Am Your Customer !

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So you have a business !

ProductsMarkets

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ProductsMarketsSingleMultiple

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ProductsMarketsSingleMultiple

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ProductsMarketsSingleSingleMultipleMultiple

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Business FormulaProfit = Revenue UP & Costs DOWN

Revenue = Customers X Freq of Sales X Price

Costs DownRetrenchment Reduce ProductionCut CornersIncrease EfficienciesCut BudgetsReduce QualityGain and Retain Lifetime ValueWill Pay Higher Price

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There are only two things of importance. One is the customer and the other is the product. If you take care of the customers, they come back. If you take care of the products, they dont.

Its just that simple. and that difficult. A Simple Business TruthStanley Marcus, Neiman Marcus.

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Are you ?Producing Products and Services

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What are you delivering ?

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Can you ?

Back in 1960Ted Levitt suggested that:- The purpose of a business was to "create and keep a customer". He advocated that the modern business should view the entire business process as consisting of a tightly integrated effort to .

discover, create, arouse, and satisfy customer needs.It has taken us 56 years to Catch On!!!

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What is a Customer ?A customer is the most important person in our business.

A customer is a person not a number or a statistic.

A customer CANNOT interrupt our work He / She IS our work.

A customer is a friend not the enemy.

A customer is the person who pays our salary.

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Why Customers Leave & StayWhy They LeaveHelp Desk Institute 68% - Treatment14% - Product9 % - Competition5 % - Alternatives3 % - Move1% - DieWhy They Buy AgainWall Street Journal64% - Service53% - Delivery42% - Range42% - Privacy22% - Ease of Order20% Web Site20% PriceTreat Me Nice !Give me what I want , when I want it !Give me the ability to manage it myself !

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So Who Is The Customer?The Need for Non University Training

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Formal vs. Informal Training

SAPTA Members Training Challenge

Service Please

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Some Not So Good Service

Do you do Customer Service Audits?

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19109876543210

Neutral% Delighted% Satisfied% DissatisfiedRespondents are asked to indicate their satisfaction on a scale from 0 to 10, where 10 means extremely satisfied and 0 means extremely dissatisfied.

Boxes 6 to 10 represent respondents satisfaction with the service, while the Top Boxes 9 and 10 represent delighted respondents. Boxes 0 to 4 represent respondents dissatisfaction.

MeanThe 11-point scale on the left illustrates the different types of statistics that can be calculated to indicate overall performance.Customer Delight Survey

Service vs. RelationshipSugar is made of three molecules: oxygen, hydrogen, and carbon. So - Where is the sweetness?

In the relationship! Fritjof Capra, Tao of Physics

Question?What Value Proposition are you wanting to offer Your Customer to Gain, Retain, and WOW them?Its all about the 1 to 1 Relationship!

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What is a Customer Relationship ?The Business Strategy, Process, Culture and Technology to enable organisations to optimise revenue and increase shareholder value through better understanding the needs of the customersDoing For and Giving theCustomer What He / SheWants andNeeds !Its All About the Customer !

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The 3 Components of C R You Need All 3 To Make it Work

Customer Who are They Their Needs and Wants ?

Staff Who Live to Serve The Culture of the Company

M.I.S and Data Integrity Keeping It Going

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When Delivery > Expectationswe have thrilled and excited customersWhen Delivery = Expectations we have satisfied and indifferent customers When Delivery < Expectations we have unhappy and disappointed customers Delivery vs. Expectations

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Expectations

Restaurant Toilet Caretaker

Your Customer Touch Points

Identify your customer TOUCH Points

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So How & Where Do I Find You ?

Customer Touch PointsThe Office Reception, Switchboard, Till, Pub Address, Security, Cleaners, Customer meetings, Client Surveys, Office toilets, Packers, DispatchThe Reps The Mobile Office, Laptops, Documents, Reps Cars, Quotes, Orders, Invoices, LettersThe POS Kiosks, ATM, Speed point etcThe Cell Phone SMS, Messaging, Voice, Twitter, AppsThe Call Centre Phone, IVR, Fax, e-MailThe Web Web Site, e-Mail, Forms, Apps, Web Chat, e-Zines, Blog, Social Media Sites, Other Note Pads, Interactive TV, Manual Records, AdvertsLegacy Systems Dumb Terminals in your officeAll Points of Contact Must Be C R Friendly

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E R MEmployee Relationship Management What Employees Experience and Receive is What they will Give to the Customers

High E R M = High C R M !

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It Starts with AttitudeA

E

R3R

NeutralR

PositiveR

NegativeWe determine our own attitude

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Why Bother ?Because it costs 5 times more

to gain a new customer, than to

keeping an existing one!

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8 Rules for Great Customer Service 1"You will be judged by what you do, not what you say. Answer your phone.

Don't make promises unless youwillkeep them.

Listen to your customers.

Deal with complaints - Quickly

Source: Susan Ward

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8 Rules for Great Customer Service 2"You will be judged by what you do, not what you say. Be helpful - even if there's no immediate profit in it.

Train your staff (if you have any) to always behelpful, courteous, and knowledgeable.

Take the extra step.

Throw in something extra.

Source: Susan Ward

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Going The Extra Mile

FedEx We deliver every package!

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Some C R Killer AppsIVR Phones

Charging Existing Customers More than New Customers for the same service.

Selling/Abusing Customers lists and data

Treating customers as if they were born, or certainly acquired, for the sole benefit of the firm R = Relationship vs. Rip-off!

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The C R Mantramarket to the right customer with the right message about the right product on the right channel at the right time Doctor Dave Shrader Focus Focus Focus !

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So Who Is The Boss There is only one boss, the customer, and he / she can fire everybody in the company from the chairman on down,

simply by

spending his / her money elsewhere. Sam Walton

C R M Requires 3 BeliefsI CANI WILLI DO

Richard Branson

7 Secrets!

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Thank You

Web: www.adolph.co.za Web: www.mentorzone.co.zae-Mail adolph@adolph.co.zaTel: 011- 794 - 5352 Cell: 082 - 493 9093Skype: adolphk

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