Endorsement Is The Goal !

1. Endorsement Is The Goal !

2. Endorsement vs. Satisfaction • Client Endorsement • Easier (and cheaper) to sell our services to existing clients. Lots of references and referrals. • New clients are a result of references and referrals. • Clients turn into your salespeople. • “Satisfied” clients will go elsewhere (and they won’t tell you).

3. Why Measure Client Loyalty • To measure what matters. • Traditional client surveys don’t work. • We need a regular reporting system, viewable by all. • We must to make it simple enough that it can be a part of every project.

4. The Ultimate Question

5. The Ultimate Question • There’s something terribly ironic about the runaway • popularity of Jim Collins’s fine book, Good to Great. • One can imagine CEOs all over the world staying up • late plotting how their own companies can make the • big leap. • Meanwhile, clients would be ecstatic if all those companies would just move up the scale from lousy to not-too-bad. • Fred Reichheld

6. So What Is The Question • Just 2 questions (one and a why) in about 2 minutes. • “On a scale of 0 to 10, how likely is it that you would recommend us to a friend or colleague?” • “What’s the main reason you’ve given us that score?”

7. Scoring the Ultimate Question

8. Net Promoter Score

9. So What Is A Great Score

10. Not So Great

11. These Days Clients Are… Price Conscious Leaner Lower Morale Smarter Hit On More By Competitors Poor Service More Demanding Harder to Satisfy Less Forgiving

12. What’s Desired Know Me Understand Me NOW ! Lead Me Help Me Serve Me

13. What Is The Right Attitude ? Understanding the Client Being Prepared to Serve Clients Helping an Angry Client Immediately Asking Clients for Information Listening to Clients Being Responsible for Your Actions when a Client Calls Living up to Your Commitments Being Memorable Surprising Clients Striving to Keep Clients for Life Getting Unsolicited Referrals from Clients…Regularly!

14. Achieving The Goal Endorsementis the most difficult of Client Service goals to achieve. But once you have it, you have something your competition Will never have ….. The Next Order !

15. Who’s Perspective Matters In the end, the only perspective that matters Is the Client’s

16. Six Principles Of Loyalty Be Picky Preach What You Practice Keep it Simple Talk Straight Reward The Right Results Loyalty Play to Win / Win Listen Hard

17. Universal Mission Treat every client in such a memorable way that when the transaction is complete, the client tells someone else how GREATan experience it was !