BUILDING MARKET SHARE THROUGH A SERVICE STRATEGY
- Being the Best in Class for Service
- Achieving a Rating of at Least 8 out of 10
FINANCIALLY – WHAT IS THE IMPACT
- Improve Market Share
- Significantly Increase Capital Value
- Minimum of 25% Growth in Value of Stock/Company
- Increase Revenues 25%
STEPS TO ACHIEVE FINANCIAL RESULTS
- Creating Customer Friendly Systems, Policies, & Procedures
- Increasing Speed – Become Another Amazon
- Reducing Costs: Stupid Policies & Under Performing Employees
- Training Everyone on Customer Service Every 3-4 Months With a New Program
- Building a Leadership Team Focused on a Service Strategy
VALUE OF A BRAND BUILT AROUND SERVICE
- Word-of-Mouth Advertising
- Image
- More Repeat Sales
- Stock Premium of 25%
SERVICE LEADERS
- Southwest Airlines
- Vail Resorts
- Amazon
- Costco
- Northeast Delta Dental
- Wilderness Safari Africa
- Metro Bank London
FALLEN SERVICE LEADERS & FINANCIAL IMPACT
- Wal-Mart
- Dell
- JetBlue
- Commerce Bank
WHAT HAPPENED-WHY
- Selected CEO’s with Financial Background Instead of Customer Service Vision
- Got Bored
- Felt they Had Arrived
- Unwillingness to Train All Employees
SOCIAL ECONOMY
- Poor Response can Kill You
- Facebook, Twitter, Google, Trip Advisor
- Damage Control Skills
FIVE CRITICAL STEPS TO ACHIEVE “WOW” CUSTOMER EXPERIENCES
- Need a service Strategy
- Change your Paradigm — Your Now in the SERVICE BUSINESS
- Policies & Rules Have to Be Changed
- Hiring & Firing Non Performing Employees from Top to Bottom. Start Hiring only the “Cream”
- Training Everyone on Customer Service Attitudes, Principles and Skills
RULES, POLICIES & PROCEDURES TO CHANGE OR ELIMINATE TO BECOME CUSTOMER FRIENDLY
- Savings Impact From Elimination of Stupid Rules
- Brand Position Increase
- List Top 10 Rules/Policies to Change Based on Savings & Customer Experience