Creating An Exceptional
Customer Experience
How Businesses Stand Out Today
Pamela Herrmann, Founder
The Paragon Effect
www...
Reminders
“How Can I Use the Internet To
Grow My Sales?”
Customers Are Asking Themselves
• Did I make the right
decision?
• Can I trust you?
• Will it turn out like I
expected?
• 32% of new customers will leave within the
first year.
– Over 20% of those people leave without
conducting a single tran...
46% Churn Rate
Cell Phone Industry
21% of people who sign a 2 year commitment
break the contract in the first year.
Software As A Service
20% of their customers are leaving within 100
days
Most businesses don’t know how
many customers they’re losing in
the first 100 days.
20-60% Attrition Rate Worldwide
Across All Sectors Every Year
“80% of businesses surveyed believe
they deliver ‘superior’ customer
service.
Only 8% of their customers agree.”
Lee Resou...
Most Businesses Don’t Know The
Lifetime Value Of Their Customer
What’s sad is
that most
businesses are
making it
worse.
A Few Simple Tweaks Can Have A Huge Impact
On A Businesses Bottom Line
Perfect Customer Lifecycle
Customer Marketing
The Purpose Of Business Is
To Get & Keep Customers
Yet most businesses are treating
customers like a single transaction
The Paragon Effect
For Customers,
Feelings Are Fact!
52% of Small Business Report Moderate to High
Revenue Growth From Customer Marketing
And here’s why…
It costs less to market to your existing
customers than it does to acquire a
new one.
Companies who are en...
“Pam, I’m not that creative and
wouldn’t even know where to start.”
Stagecoach Coffee
Cooperstown, NY
Know The Lifetime Value Of Your Customer
Creating A Pattern Interrupt
• Was it expected?
• Was it necessary?
Matt was successful in
creating rapport &
relationship in a 7
minute transaction.
Trust & loyalty in two
transactions.
Tot...
How We Grow Sales
The most interesting thing about the way the
Internet is shaping business is being driven by
consumer behavior online.
Think of a time when you relied on online
reviews to make a purchasing decision
Office Depot
Resulted in a 40% increase in customers who
purchased something before leaving the store.
So now you see why it’s important
to master the greeting
“Are you a
member of our
loyalty
program?”
The Main Street Advantage
Being excellent is highly
profitable:
7 out of 10 customers said
they were willing to
spend more...
Question
Across all touch points, how do you make someone feel welcomed?
How Are You Engaging With Your
Customers Across All Touch Points?
• Phone
• In person
• Website
• Email
• Social Networks
5 Keys To The Welcome
• What you say
• How you say it
• Your body language
• Be interested, not interesting
• Anticipate n...
What Customers Are Deciding
“When people believe they share
values with a company they
become loyal to their brand”
~Howard Schultz, CEO Starbucks
Main Street Businesses
Don’t Get A Hall Pass
Think about how businesses in your
community are creating an exceptional
customer experience
RATE YOURSELF
What are 3 things that your program or business
is doing right based on this presentation?
So now you know…
• Where opportunity for sales growth lies
• How to create a buying experience that results
in lasting loy...
Our success stands for it self, so let’s chat!
720. 480. 7655
Pamela@TheParagonEffect.com
Your next step…
Please complete the session evaluation on the conference app
before you leave the room.
Thank you!
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
National Main Street Annual Conference - Exceptional Customer Experience
of 57

National Main Street Annual Conference - Exceptional Customer Experience

Presentation slides from Pamela Herrmann, founder of www.TheParagonEffect.com at the National Main Streets Annual Conference. Atlanta, 4/1/15
Published on: Mar 3, 2016
Published in: Business      
Source: www.slideshare.net


Transcripts - National Main Street Annual Conference - Exceptional Customer Experience

  • 1. Creating An Exceptional Customer Experience How Businesses Stand Out Today Pamela Herrmann, Founder The Paragon Effect www.TheParagonEffect.com
  • 2. Reminders
  • 3. “How Can I Use the Internet To Grow My Sales?”
  • 4. Customers Are Asking Themselves • Did I make the right decision? • Can I trust you? • Will it turn out like I expected?
  • 5. • 32% of new customers will leave within the first year. – Over 20% of those people leave without conducting a single transaction – Over 50% of those people leave within the first 100 days Banking
  • 6. 46% Churn Rate
  • 7. Cell Phone Industry 21% of people who sign a 2 year commitment break the contract in the first year.
  • 8. Software As A Service 20% of their customers are leaving within 100 days
  • 9. Most businesses don’t know how many customers they’re losing in the first 100 days.
  • 10. 20-60% Attrition Rate Worldwide Across All Sectors Every Year
  • 11. “80% of businesses surveyed believe they deliver ‘superior’ customer service. Only 8% of their customers agree.” Lee Resources
  • 12. Most Businesses Don’t Know The Lifetime Value Of Their Customer
  • 13. What’s sad is that most businesses are making it worse.
  • 14. A Few Simple Tweaks Can Have A Huge Impact On A Businesses Bottom Line
  • 15. Perfect Customer Lifecycle
  • 16. Customer Marketing
  • 17. The Purpose Of Business Is To Get & Keep Customers Yet most businesses are treating customers like a single transaction
  • 18. The Paragon Effect
  • 19. For Customers, Feelings Are Fact!
  • 20. 52% of Small Business Report Moderate to High Revenue Growth From Customer Marketing
  • 21. And here’s why… It costs less to market to your existing customers than it does to acquire a new one. Companies who are engaging both their customer AND their employees see a 240% increase in performance related outcomes.
  • 22. “Pam, I’m not that creative and wouldn’t even know where to start.”
  • 23. Stagecoach Coffee Cooperstown, NY
  • 24. Know The Lifetime Value Of Your Customer
  • 25. Creating A Pattern Interrupt • Was it expected? • Was it necessary?
  • 26. Matt was successful in creating rapport & relationship in a 7 minute transaction. Trust & loyalty in two transactions. Total cost: $2.00
  • 27. How We Grow Sales
  • 28. The most interesting thing about the way the Internet is shaping business is being driven by consumer behavior online.
  • 29. Think of a time when you relied on online reviews to make a purchasing decision
  • 30. Office Depot Resulted in a 40% increase in customers who purchased something before leaving the store.
  • 31. So now you see why it’s important to master the greeting
  • 32. “Are you a member of our loyalty program?”
  • 33. The Main Street Advantage Being excellent is highly profitable: 7 out of 10 customers said they were willing to spend more with companies that provide an excellent customer experience .American Express Survey, 2011
  • 34. Question Across all touch points, how do you make someone feel welcomed?
  • 35. How Are You Engaging With Your Customers Across All Touch Points? • Phone • In person • Website • Email • Social Networks
  • 36. 5 Keys To The Welcome • What you say • How you say it • Your body language • Be interested, not interesting • Anticipate needs
  • 37. What Customers Are Deciding
  • 38. “When people believe they share values with a company they become loyal to their brand” ~Howard Schultz, CEO Starbucks
  • 39. Main Street Businesses Don’t Get A Hall Pass
  • 40. Think about how businesses in your community are creating an exceptional customer experience
  • 41. RATE YOURSELF What are 3 things that your program or business is doing right based on this presentation?
  • 42. So now you know… • Where opportunity for sales growth lies • How to create a buying experience that results in lasting loyalty
  • 43. Our success stands for it self, so let’s chat! 720. 480. 7655 Pamela@TheParagonEffect.com Your next step…
  • 44. Please complete the session evaluation on the conference app before you leave the room. Thank you!

Related Documents