This is a copy of my Keynote Presentation called "ACE IT!" How to deliver Amazing Customer Experiences in the New Economy for the VW Paint & Body Network Conference in Birmingham on November 24th 2010.
1. ACE IT!
Harnessing the Power of Amazing Customer
Experiences to Drive Sales & Growth in the
New Economy
November 2010
2. My Story ...
DYSLEXIC
UNIVERSITY
DROP OUT
BUSINESS
BUILDER
GLOBAL
TRAINER
ENTREPRENEUR
AUTHOR
AWARD
WINNING
COACH
SALES &
MARKETER
INTERNATIONAL
SPEAKER
24. Myth Busting – Why Customers Leave ...
Customers leave
because of price!
68% Don't Care 14% Product
9% Price 9% Other
Customers leave because of
PERCIEVED indifference!
25. Recent Data from Research Company Maritz
49%
16%
3%
41%
10%
7%
58%
33%
9%
Emotionally
Connected
Functionally
Satisfied
Unfulfilled
26. Creating a functional / Emotional
framework
Functional
Emotional
Trust
Care
Forgiveness
Pride
Fulfils Needs
Reliable
Better than Market
“WOW!”
29. How do Different Brands Compare …
Retail
Unfulfilled Emotionally connected
30. How do Different Brands Compare…
Banking
Unfulfilled Emotionally connected
Sale made every 5 Seconds, 85% Referred in
last 3 months, Saving £150 Acquisition Cost,
92% Very Happy & 50% Less Staff Turnover!