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Creating Raving Fans: Why You Can’t Afford to Ignore Customer Service Presented by: Don Elias

Creating Raving Fans: Why You Can’t Afford to Ignore Customer Service Presented by: Don Elias President & Founder COGDA Solutions. Creating Raving Fans. Don Elias, President and Founder – COGDA Solutions

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Creating Raving Fans: Why You Can’t Afford to Ignore Customer Service Presented by: Don Elias

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  1. Creating Raving Fans: Why You Can’t Afford to Ignore Customer Service Presented by: Don Elias President & Founder COGDA Solutions

  2. Creating Raving Fans Don Elias, President and Founder – COGDA Solutions Don Elias is the president and founder of COGDA Solutions, and the president of Client Sales Force, Inc.  Prior to founding COGDA and Client Sales Force, Elias was best known for leading ImageRight, the industry’s only insurance-specific content management and workflow solution, to success by building a “raving fan” customer base. Email: delias@clientsalesforce.com

  3. Creating Raving Fans • In “Class” Today: • Facts/Statistics about “Raving • Fans” • Tools to use for measurement • Thoughts on how to increase • your results

  4. Creating Raving Fans Gallup: Human Sigma “Manage your Human Sigma” July 2005 By: John Fleming, Chief Scientist of Customer Engagement - Gallup Curt Coffman, Global Practice Leader – Gallup James Harter, Chief Scientist of Employee Engagement - Gallup www.hbr.org $8.95

  5. Creating Raving Fans • Gallup: Human Sigma • If you measure and try to improve these two things: • Client Satisfaction • Employee Engagement

  6. Creating Raving Fans • Gallup: Human Sigma - Test • 1979 business units / 10 companies • Compared to their five largest peers • in 2003 • Outperformed peers • 26% Gross margin • 85% in Sales growth

  7. Creating Raving Fans • Gallup: Human Sigma - Satisfaction • Logically Satisfied* • Emotionally Satisfied • *NOTE: Logically satisfied • show no difference in • value than • dissatisfied • clients.

  8. Creating Raving Fans • Gallup: Human Sigma - Emotionally Satisfied • Confidence in delivery • Confidence in the people • Treated with respect • Trust that the company has “their back” • Pride and/or passion in the product/company

  9. Creating Raving Fans • Gallup: Human Sigma - Engaged employees • I know what is expected of me at work. • I have the materials and equipment I need to do my • work right. • At work, I have the opportunity to do what I do best • every day. • In the last seven days, I have received recognition or • praise for doing good work. • My supervisor, or someone at work, seems to care • about me as a person. • There is someone at work who encourages my • development.

  10. Creating Raving Fans • Gallup: Human Sigma - Engaged employees • At work, my opinions seem to count. • The mission or purpose of my company makes me feel my job • is important. • My associates or fellow employees are committed to doing • quality work. • I have a best friend at work. • In the last six months, someone at work • has talked to me about my progress. • This last year, I have had opportunities at • work to learn and grow.

  11. Creating Raving Fans • Measuring Client Satisfaction • www.netpromoter.com • Measuring Employee Engagement • Ask employees to rate 1-5 the 12 questions. • Then have discussion meetings with each team. • Now let’s talk about how to increase your numbers…

  12. Creating Raving Fans If you have questions specific to this presentation, please feel free to email: Don Elias President & Founder COGDA Solutions delias@clientsalesforce.com Thank you for your time and attention. Now, back to Mark for the introduction of our next session and speaker.

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