1. how to create ‘devoted’ customers a practical guide by Nathan Ronen M BA ACMS- ALBANIA

2. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”

3. ‘ devoted’ customers?

4. not ‘satisfied’ customers

5. not even ‘delighted’ customers

6. why?

7. 86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’

8. so

9. forget ‘satisfaction’ think ‘devotion’

10. some customers have

11. high expectations

12. some customers have

13. low expectations

14. all customers either have

15. a ‘great’ experience

16. or

17. a ‘poor’ experience

18. look at it like this

19. high expectations low expectations a ‘poor’ experience a ‘great’ experience

20. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ delighted’

21. ‘ delighted’ customers

22. are surprised by the level of service you provide

23. are surprised by the level of service you provide ( positively surprised please!)

24. so

25. ‘ delighting’ customers is ‘a good start’

26. but

27. with time

28. expectations will rise

29. (which is a good thing)

30. the challenge is to consistently deliver

31. a ‘great’ experience

32. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ devoted’

33. why?

34. ‘ devoted’ customers

35. stick with you

36. spend more

37. shout about you to others

38. the goal therefore is to create

39. ‘ devoted’ customers

40. how?

41. “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe

42. so

43. give your customers a damn good listening to give your customers ‘a damn good listening to ’

44. 44% of consumers say the majority of their customer experiences are bland

45. so

46. stand in your own queues

47. identify your barriers to giving a great experience

48. “ in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP

49. so

50. think 3D

51. d ramatically and d emonstrably d ifferent be

52. it’s an ongoing process

53. be an ‘ enemy of the status quo ’

54. aim for

55. this

56. high expectations low expectations a ‘poor’ experience a ‘great’ experience

57. high expectations low expectations a ‘poor’ experience a ‘great’ experience

58. so

59. raise the bar

60. “ stand out” and deliver consistently

61. it’s not easy

62. occasionally customers will have

63. a ‘poor’ experience

64. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ disappointed’

65. so

66. spot ‘disappointment’

67. ask

68. were you completely happy with our service?

69. act and

70. get back

71. this to

72. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ devoted’

73. this not

74. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘ disaffected’

75. “ executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010” Economist Intelligence Unit – Business 2010

76. so

77. go for ‘delighted’

78. aim for ‘devoted’

79. spot ‘disappointed’

80. avoid ‘disaffected’

81. creating ‘ devoted ’ customers

82. means taking action, not notes

83. so

84. don’t just stand there….. do something! dick dastardly

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