Turn Your Customer Experience

Into CASH!

Norma Huibregtse
Customer Experience Strategist
And Loyalty Lady with Captivated Customers
Customers Won’t Be Ignored
A New Attitude

69%
less willing to
put up with poor
Customer Service
than a year ago
Source: Wakefield Study 2009
1976 Movie Classic
Customer Service Experience

80% of Business Executives believe they

deliver a superior customer service experience

Only 8% of Customers Agree

Source: Bain & Company

Your Customer Service?

EX
CE
r LLE
t a N T
5 S
NEEDS HELP
IN G
W IDD
K
OW E Y O U
A R ME?
Never Let Your Customers…
Customer Service is a Profit Center
Emphasize SERVICE

Source: National Federation of

Independent Business
Challenges We Face

r
Higher Custome
Expectations
Gap in Service
Delivery
Customer S.M.A.R.T.S™ System

CS Plan

Staff & Train Culture

Customer
S.M.A.R.T.S.

WOM
Conversation
Marketing

Customer
Loyalty
 Customer Service Definitions

Wikipedia:
“A series of activities designed to enhance the level of customer
satisfaction – that is, the feeling that a product or service has met
the customer expectation.”
 
Ken Blanchard in his book Raving Fans:
“Good customer service means looking after every whim of the
customer but only within the window you have defined as your
particular customer service product.”
 
Our Definition

An Organization’s ability
to consistently meet
the perceived needs
and wants of their
customers and delight
them in the process.
My Service Passion
Customer S.M.A.R.T.S.

Strategize with a Customer Service Plan

Master a Customer Service Culture
Accelerate Word of Mouth Marketing
Raise Customers up Loyalty Ladder
Turn up the Customer Conversation
Staff and Train for Customer Service
S = Strategize with a CS Plan

•Puts you ahead of the competition

•Provides direction for your staff
•Shows your commitment to your
customers and staff
S = Strategize with a CS Plan

Mission, Vision, Values

Communication Plan
Customer Service Policies
M = Master a CS Culture
Your Culture is an ASSET
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
M = Master a CS Culture

Develop a Customer-Centric Culture

Customer Service Plan

Management Engagement
Employee Engagement
A = Accelerate WOM Marketing
Customers are Your
Outside Sales Force
A = Accelerate WOM Marketing

Raving Fans on
average will tell 3-5
people about their
positive experience.
A = Accelerate WOM Marketing

Publicists

Passivists

Punishers

Source: Adapted from The Ultimate Question by Fred Reichheld

A = Accelerate WOM Marketing

Publicists
Raving Fans
Advocates
A = Accelerate WOM Marketing

Passivists
A = Accelerate WOM Marketing

Punishers
A = Accelerate WOM Marketing

Keep Publicists Happy

Convert Passivists

Reduce
Punishers
R = Raise Customers up
Loyalty Ladder

A 5% increase in
customer retention can
increase profitability

by 75%
Source: Bain & Company
R = Raise Customers up
Loyalty Ladder

Customer Loyalty Equation

Customers Want Magic
Customers Want Value

MSN POLL
Customers Want Relationships

68% of your
Customers leave
you because they
feel poorly treated
Source: TARP
T =Turn Up the Customer Conversation

Dave Carroll on YouTube

T =Turn Up the Customer Conversation

Social Media is the new

Customer Service.
“…85% (of social media users) believe a company
should not only be present but also interact with its
consumers via the medium.”
Source: 2008 Cone Study
T =Turn Up the Customer Conversation

Monitor Customer Sites

T =Turn Up the Customer Conversation

Customers want to give you

T =Turn Up the Customer Conversation

Educate
through
video,
publications,
in-house
events
S = Staff and Train CS Ambassadors
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
S = Staff and Train CS Ambassadors

Who You Hire Matters!

S = Staff and Train CS
Ambassadors

Train your Staff for Excellence

• Ongoing
• Make it fun
• Recognize your staff
Ignite your Passion
Questions
Remember to…
My Contact Information

Norma Huibregtse, The Loyalty Lady

Captivated Customers

Email: norma@captivatedcustomers.com

Learn More: TurnServiceIntoCash.com

Phone: (480) 694-6940