Customer Loyalty & Satisfaction
What do our customers really want? Why do they keep bugging me? Don’t they know I’m busy?
<ul><li>Good Service </li></ul><ul><li>Attention </li></ul><ul><li>Business Partner </li></ul><ul><li>Friendship </li></ul...
What’s Important To Your Customer? <ul><li>Each customer has different needs that are important to them - Find out what th...
Rewards programs and discounts are not a substitute for good personal service!
Ways To Earn Your Customer’s Loyalty – Get Personal!
Conventional Ways <ul><li>Handwritten Notes </li></ul><ul><li>Being on time </li></ul><ul><li>Being prepared </li></ul><u...
New Creative Ways <ul><li>Empathize with them </li></ul><ul><li>Do what you say your going to do and when </li></ul><ul><l...
There may not be a short-term gain, but you’re building a long-term relationship.
 
Is customer satisfaction important?
Good service is a must ! Getting it right means future success!
The service process starts and ends with you.
Earn it daily! What do people do when they get bad service?
More than 85% of meeting planners attending a sales and marketing hospitality conference in Chicago said customer service ...
MY CUSTOMERS!
 
You can please some of the people some of the time… But you can’t please all of the people all of the time.
Attitude Toward Your Customers
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Speaker Kevin W. Foster, CMP - NACE Customer Loyalty & Satisfaction

Speaker Kevin W. Foster, CMP Presentation to NACE members in May 2009
Published on: Mar 3, 2016
Published in: Business      Education      
Source: www.slideshare.net


Transcripts - Speaker Kevin W. Foster, CMP - NACE Customer Loyalty & Satisfaction

  • 1. Customer Loyalty & Satisfaction
  • 2. What do our customers really want? Why do they keep bugging me? Don’t they know I’m busy?
  • 3. <ul><li>Good Service </li></ul><ul><li>Attention </li></ul><ul><li>Business Partner </li></ul><ul><li>Friendship </li></ul><ul><li>A Deal </li></ul><ul><li>Quality </li></ul><ul><li>A Return Phone Call </li></ul><ul><li>Advice </li></ul><ul><li>Support </li></ul><ul><li>Personal Service </li></ul><ul><li>Time Savings </li></ul>
  • 4. What’s Important To Your Customer? <ul><li>Each customer has different needs that are important to them - Find out what they are </li></ul><ul><li>Just Ask </li></ul><ul><li>Spend Time with them – don’t be to busy </li></ul><ul><li>Customize service and pricing in proposals and contracts </li></ul><ul><li>Build an action plan for your Top Ten Customers </li></ul><ul><li>Be proactive rather than reactive - Anticipate their needs </li></ul>
  • 5. Rewards programs and discounts are not a substitute for good personal service!
  • 6. Ways To Earn Your Customer’s Loyalty – Get Personal!
  • 7. Conventional Ways <ul><li>Handwritten Notes </li></ul><ul><li>Being on time </li></ul><ul><li>Being prepared </li></ul><ul><li>Remember Birthdays & Anniversaries </li></ul><ul><li>Promotions </li></ul><ul><li>Amenities </li></ul><ul><li>Gift Bags </li></ul>
  • 8. New Creative Ways <ul><li>Empathize with them </li></ul><ul><li>Do what you say your going to do and when </li></ul><ul><li>Donate to their favorite charity </li></ul><ul><li>Personal touches for their family members </li></ul><ul><li>Creative events </li></ul><ul><li>Personal activities – volunteer </li></ul><ul><li>Barter services </li></ul><ul><li>Last minute requests do them yourself </li></ul><ul><li>Help them be successful </li></ul>
  • 9. There may not be a short-term gain, but you’re building a long-term relationship.
  • 11. Is customer satisfaction important?
  • 12. Good service is a must ! Getting it right means future success!
  • 13. The service process starts and ends with you.
  • 14. Earn it daily! What do people do when they get bad service?
  • 15. More than 85% of meeting planners attending a sales and marketing hospitality conference in Chicago said customer service (not cost savings) is the deciding factor in the current economy when selecting a hotel or event venue.
  • 16. MY CUSTOMERS!
  • 18. You can please some of the people some of the time… But you can’t please all of the people all of the time.
  • 19. Attitude Toward Your Customers