Turn Your Customer Experience Into CASH With Norma Huibregtse's Customer S.M.A.R.T.S. System
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Turn Your Customer Experience into Cash with the Customer SMARTS System by Norma Huibregtse of Captivated Customers. Learn the customer experience strategies you need to succeed in this new economy.
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Turn Your Customer Experience Into CASH With Norma Huibregtse's Customer S.M.A.R.T.S. System
- 2. Customers Won’t Be Ignored
- 6. Your Customer Service? 5 Star WOW ARE YOU KIDDING ME? EXCELLENT NEEDS HELP
- 7. Never Let Your Customers…
- 8. Customer Service is a Profit Center
- 9. Emphasize SERVICE Lower Prices SERVICE Source: National Federation of Independent Business
- 10. Challenges We Face Higher Customer Expectations Gap in Service Delivery
- 11. Customer S.M.A.R.T.S ™ System CS Plan Culture WOM Marketing Customer Loyalty Conversation Staff & Train Customer S.M.A.R.T.S.
- 15. Customer S.M.A.R.T.S. S trategize with a Customer Service Plan M aster a Customer Service Culture A ccelerate Word of Mouth Marketing R aise Customers up Loyalty Ladder T urn up the Customer Conversation S taff and Train for Customer Service
- 18. M = Master a CS Culture Your Culture is an ASSET
- 19. M = Master a CS Culture Customer-Centric Culture “ It is placing the customer at the center… focusing on customers rather than sales.” Source: Dictionary.com
- 20. M = Master a CS Culture Customer Service Plan Management Engagement Employee Engagement Develop a Customer-Centric Culture
- 21. A = Accelerate WOM Marketing Customers are Your Outside Sales Force
- 24. A = Accelerate WOM Marketing Publicists Raving Fans Advocates
- 27. A = Accelerate WOM Marketing Keep Publicists Happy Convert Passivists Reduce Punishers
- 29. R = Raise Customers up Loyalty Ladder Customer Loyalty Equation
- 31. Customers Want Value MSN POLL
- 32. Customers Want Relationships First Impressions 68% of your Customers leave you because they feel poorly treated Source: TARP
- 33. T =Turn Up the Customer Conversation Dave Carroll on YouTube
- 35. T =Turn Up the Customer Conversation Monitor Customer Sites
- 38. S = Staff and Train CS Ambassadors ASSOCIATES SERVANTS ADVOCATES
- 39. S = Staff and Train CS Ambassadors “ You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney
- 40. S = Staff and Train CS Ambassadors Who You Hire Matters!
- 43. Questions
- 44. Remember to… Stay in the Customer Conversation