how to create ‘devoted’ customers

1. how to create ‘devoted’ customers a practical guide by andy hanselman

2. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”

3. ‘devoted’ customers?

4. not ‘satisfied’ customers

5. not even ‘delighted’ customers

6. why?

7. 86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’

8. so

9. forget‘satisfaction’ think‘devotion’

10. some customers have

11. high expectations

12. some customers have

13. low expectations

14. all customers either have

15. a ‘great’ experience

16. or

17. a ‘poor’ experience

18. look at it like this

19. high expectations a ‘poor’ experience a ‘great’ experience low expectations

20. high expectations a ‘poor’ experience a ‘great’ experience ‘delighted’ low expectations

21. ‘delighted’ customers

22. are surprised by the level of service you provide

23. are surprised by the level of service you provide ( positively surprised please!)

24. so

25. ‘delighting’ customers is ‘a good start’

26. but

27. with time

28. expectations will rise

29. (which is a good thing)

30. the challenge is to consistently deliver

31. a ‘great’ experience

32. high expectations ‘devoted’ a ‘poor’ experience a ‘great’ experience low expectations

33. why?

34. ‘devoted’ customers

35. stick with you

36. spend more

37. shout about you to others

38. the goal therefore is to create

39. ‘devoted’ customers

40. how?

41. “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe

42. so

43. give your customers a damn good listening to give your customers ‘a damn good listening to’

44. 44% of consumers say the majority of their customer experiences arebland

45. so

46. stand in your own queues

47. identify your barriers to giving a great experience

48. “in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP

49. so

50. think 3D