Creating Loyal Customers with Great Customer Service

Overview

Successful businesses appreciate the numerous competitive advantages resulting from understanding then enhancing their customers’ experiences. Customer dissatisfaction with any interaction can result in lost sales, higher customer churn, increased operating costs - and negative comments easily spread via social media.

In recent customer experience in marketing survey two-thirds of the respondents said their companies compete on the quality of customer experience and 81% said that in two years’ they will be competing primarily or completely on the basis of customer experience. Other research reveals that customer experience has overtaken price and product as an organization’s primary differentiator.

Relying only on customer complaints to gauge customer satisfaction is a slippery slope since research shows that for every customer who complains to an organization there are, on average, 26 others who don’t bother and are at risk of ‘talking with their feet.’ Without a process for monitoring its relationship with its customers, it’s easy for a business to miss signs that customers are ‘shopping’ the competition. 

Why you should Attend

By participating in this webinar, you will gain a greater understanding of:

• The differences between organizations that are product vs. customer-focused
• The initiatives & accountabilities involved in developing & executing a customer-focused strategy
• How to apply a three-step model that will enable you to continue improving your organization’s day-to-day service delivery 

Areas Covered in the Session

• Module I: The Ultimate Service Objective & Its Associated Challenges
• • Providing Service that Attracts New Customers & Causes Your Current Customers to Recommend You
  • Why Profits Increase from Loyal Customers
  • The All-Too-Common Negative Relationship Organizations Can Have with Their Customers
  • The Service Challenges Organizations Face in Today’s Business Environment: Customers’ Raising Their
  • Expectations & Competitors Improving Their Service
  • Where Service Really ‘Happens’
• Module II: A Customer-Focused, Strategic Approach to Conducting Business
• • What Customer Focused Organizations Do Differently
  • The Three Key Initiatives When Executing a Customer Focused Strategy
• Module III: Initiative #1 Designing the Value & Experiences You Want to Provide Your Customers
• • How Do Customers Define Value?
  • Customer Experiences: Their Takeaway Impressions Which Allow You to Differentiate Your Organization
  • Customers’ Experiences Always Create Positive or Negative Emotions
  • Identifying the Emotions You Want Your Customers to Experience When Interacting with Your Organization
  • Building Customer Loyalty through Customer Experiences & Relationships
• Module IV: Initiative #2 Enhancing Your Relationships with Your Customers by Delivering Value & Positive Experiences
• • How Your Customers Form Their Expectations of Service
  • Closing Any Gaps between Your Customers’ Expectations & Their Perceptions
  • Customers’ Five Primary Service Expectations
  • Moments of Truth: Customer Encounters with Organizations during Which They Form Perceptions
  • How to Use Standards of Performance to Enhance Any Moment of Truth
  • How Service Jobs are Distinctly Different from Manufacturing Jobs
  • Mapping the Cycles of Service Your Customers Experience
  • Developing Customer Relationships during Their Moments of Truth & Cycles of Service
• Module V: Initiative #3 Continuing to Improve by Gaining a Deeper Understanding of Your Customers’ Expectations
• • Not Knowing Customers’ Expectations: a Root Cause of Poor Service
  • Gaining a Better Understanding of Your Customers’ Expectations 
  • What are Customers Really Saying When They Complain?
  • Instituting an Organization-Wide Complaint Management Recovery Process

Who Will Benefit

• Customer Service Supervisors
• Managers & Front-Line Employees