The document discusses how to create a "culture of better than best" customer service. It identifies 6 keys to unlocking such a culture: 1) knowing and loving customers, 2) building customer loyalty and advocacy, 3) engaging employees, 4) effective communication, 5) celebrating wins, and 6) ensuring top management prioritizes culture. Better than best companies are customer-focused, passionate about loyalty, industry-leading, profitable, and focus on engaged employees. The secret is that better than best is a culture, not just a program.

1. Culture Transformation Resources, LLLC www.CTRConsultingServices.com

2. UNLOCKING A CULTURE OF
BETTER THAN BEST
¨ What Companies deliver exceptional, off the charts,
Better than Best Service?
¨ How do they do it? What are their Success Secrets?
¨ The Secret Sauce: Engaged Employees
¨ Today we will discover the 6 Keys to UNLOCK a
Culture of Better than Best!

3. KEY MESSAGE
Better than Best is not
a program…
3
It’s a Culture.

4. BETTER THAN BEST COMPANIES
SUCCESS FACTORS - THEY ARE:
q Customer-Focused!
q Passionate about Customer
Loyalty /Advocacy
q Industry-Leaders
q Profitable
q Focused on Engaged Employees

5. Culture Transformation Resources www.CTRConsultingServices.com

6. BETTER THAN BEST CULTURES
6
GOOGLE

7. OUR BELIEF IS THAT IF YOU GET
Culture
RIGHT, MOST OF THE OTHER STUFF, LIKE
OR BUILDING A
OR EMPOWERING
WILL HAPPEN ON ITS OWN.”
-Tony Hsieh, Zappos
GREAT CUSTOMER SERVICE
GREAT LONG-TERM BRAND
PASSIONATE EMPLOYEES AND
CUSTOMERS

9. GREAT LEADERS CARE ABOUT
EMPLOYEE
ENGAGEMENT
Culture Transformation Resources, LLLC www.CTRConsultingServices.com

10. There are powerful links between employees who
are engaged in their jobs and the achievement of
crucial business outcomes. Companies with highly
engaged workforces outperform their peers by
in earnings per share and realize:
• 41% fewer quality defects
• 48% fewer safety incidents
• 28% less shrinkage
• 65% less turnover (low-turnover organizations)
• 25% less turnover (high-turnover organizations)
• 37% less absenteeism
[Source: Gallup’s Q12 Employee Engagement Study]
147%

11. If you are a business leader serious
about implementing proven CULTURE
and ENGAGEMENT STRATEGIES in
your company / department / team,
CONTACT US @
www.CTR-Consulting.com
1-877-287-1236
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12. 6 KEYS TO UNLOCK A CULTURE OF
BETTER THAN BEST
1. Know and Love Your Customers.
2. Build Customer Loyalty and Advocacy.
3. Engage Employees through Training and Empowerment.
4. Communicate Effectively.
5. Celebrate, Reward and Recognize Wins, Big and Small.
6. Ensure Top Management Drinks the “Culture Koolaid.”

13. 1. KNOW YOUR CUSTOMERS
¨ Walk in their Shoes
¨ Discover Customer Needs
¨ Understand Generational Differences
¨ Build Customer Loyalty and Advocacy
¨ Realize that Every Customer Counts
¨ Understand Why Customers Leave

14. WALK IN THE CUSTOMER’S SHOES

15. KNOW YOUR CUSTOMERS

16. KNOW YOUR CUSTOMERS
q Who are they?
q What do they WANT, EXPECT & VALUE?
q When you know these answers, you can educate your
employees so they can deliver Better than Best Service!

17. EVERY CUSTOMER COUNTS
1

18. DID YOU KNOW?
q A ___% increase in loyalty can increase profits by
25-85%.
q A very satisfied customer is nearly ___ times more
likely to be loyal and repurchase your product than a
customer who is just satisfied.
q Only ___% of dissatisfied customers will complain.
q The average customer with a problem eventually tells
___ other people.
q Satisfied customers tell ___ other people about their
good treatment
6
5
4
5
9
Source: National Business Research Institute

19. 2. BUILD LOYALTY AND ADVOCACY
LOYALTY CHECKLIST
ü My favorite product or company is ___________________________.
ü I would pay more for this product.
ü I would go out of my way.
ü I am happy to brag about this product to my friends and others.
ü I will buy this product again.

20. THE COMPETITION

21. WHY DO CUSTOMERS LEAVE?
Rank of
Importance
Percentage Reasons Why Guest Leave
1 Perception of Non-Caring
2 Product Dissatisfaction
3 Price
4 Friend’s Recommendation
5 Move
6 Death1%
3%
5%
9%
14%
68%

22. 3. ENGAGE YOUR EMPLOYEES
q Hire kind people. Select for Personality vs. Skill.
q Onboard with Culture First, paperwork last.
q Provide ongoing training and development.
q Solicit their feedback, ideas and input.
q Invite employees to be a part of the solution.
q Empower team members.

23. “Loyal, passionate
employees bring a company
as much benefit as loyal,
passionate customers. They stay
longer, work harder, work more
creatively, and find ways to go
the extra mile. They bring you
more great employees.”
Rob Markey, Bain Consulting

24. 4. COMMUNICATE!
COMMUNICATE!
COMMUNICATE!

25. THE COMMUNICATION PIE
% = the Words We Say
% = Our Sounds and How We Say Words
% = Nonverbals and Body Language
7
38
55

26. BODY LANGUAGE

27. q Have good posture.
q Keep hands in front of you.
q Be careful of distractions:
food, drink, tobacco,
chewing gum.
q Stand up to greet guests.
q Escort guests and use an
open palm.
BODY LANGUAGE

28. BODY LANGUAGE
q Be aware of body language that
may translate differently in
other cultures.
Thumbs up:
• Good (Westerners)
• One (Italian)
• Five (Japanese)
• Offensive (Greeks and Middle
Easterners)

29. BODY LANGUAGE
q Keep your hands open
and at your side.
q Is he lying?
q Or does he have
something to hide?

30. Open palms facing up conveys openness and trust.
BODY LANGUAGE

31. q Pointing is Rude!
BODY LANGUAGE

32. q Use an open hand when
directing someone.
BODY LANGUAGE

33. q Defensive
q Closed
q Negative
BODY LANGUAGE

34. q “I’m not buying what
you’re selling.”
BODY LANGUAGE

35. q Hands in pockets can
convey confidence,
arrogance or something
to hide.
BODY LANGUAGE

36. q Always smile.
q Smiling is an
international and
universal language.
q Smile with your
mouth and eyes!
FACIAL EXPRESSIONS

37. VOICE QUALITIES (38%)
expressing feeling or emotion
emphasizing words and syllables
how high or deep your voice sounds
how many words you speak per minute
how loud or soft your voice sounds
inflection tonevolume pitchrate
inflection
tone
volume
pitch
rate

38. q Express gratitude at the
beginning and at the end of
each interaction.
– “Welcome”
– “Thanks for coming in”
– “Good morning”
THE WORDS WE USE (7%)

39. Communication TaboosNo Problem. I can’t.
I don’t
know.
NO. Nope.I think.
Yep.
The problem is…
You have to…
I need you to…
Unfortunately
But
I’M
SORRY.
Hold on.
I’ll try.

40. Activity: Positive Words

41. 1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic

42. “You can see a lot just by
looking.”
—Yogi Berra, Baseball Legend
PERSONALIZE THE INTERACTION

43. 1. Family and children
2. Hobbies and interests
3. Sports
4. Colleges
5. Where someone is from or
grew up
6. Vacations or travels
7. Pets
CONVERSATION TOPICS

44. 1. Religion
2. Politics
3. Sex
4. Work / Job
TABOO TOPICS

45. TELEPHONE ETIQUETTE
4

46. LEVELS OF LISTENING
q Ignoring
q Pretend listening
q Selective listening
q Attentive listening
q Empathic listening —
Listening and responding with both
the heart and mind to understand the
speaker’s words, intent and feelings.

47. THE CHINESE SYMBOL FOR LISTENING

48. RATE YOUR LISTENING SKILLS

49. Listen
Empathically.Smile!
Actively
Engage
Customers
with Open-
Ended
Questions.
CUSTOMER FIRST HABITS
Provide a
Fond
Farewell.
Maintain
Positive
Eye
Contact.
Communicate
Positively,
Passionately
and
Professionally.

50. LASTING IMPRESSIONS
PROVIDE A FOND FAREWELL
q Maintain positive _____ contact.
q Express _____________.
q Maintain a positive _________.
q Remember to ask, “Is there ________ _ else I can do
for you?”
q Give them a _____ farewell.
eye
appreciation
attitude
anything
fond

51. 5. CELEBRATE WINS!
5

52. 6. Ensure top management
drinks the “Culture
Koolaid,” or don’t bother!

53. WHY WE DO IT
Our
Company
YOU!
Our
Customers
Our
Community

54. BETTER THAN BEST
SERVICE STARTS HERE
¨ Secrets to My Success
¨ What am I Taking with Me?
¨ What am I Leaving Behind?

55. The answer is YES.
Now what’s the question?
Culture Transformation Resources, LLLC www.CTRConsultingServices.com

56. Culture Transformation Resources, LLLC www.CTRConsultingServices.com

57. If you are a business leader serious about implementing
proven CULTURE and ENGAGEMENT STRATEGIES in your
company / department / team / organization, contact us
@ www.CTRConsultingServices.com
Tw i t t e r F a c e b o o k S l i d e s h a r e L i n k e d I n
Contact / Follow / Like / Share
andre@CTRConsultingServices.com
1-877-CTR-1236 OR 1-877-287-1236