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Expectceeding

Always exceed your customer’s expectations

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Video Introduction

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Expectceeding Workshop Overview•Introduction

–The Customer Service Experience–“Meet”, “Exceed” or “Do not meet”

•Customer Preferences–Why Customers “Buy” or “Not Buy”–Real Life Examples from 3 Perspectives

•Consumer•Business•Company’s claims

•Exercise #1 – Examples of Individual Customer Service Experiences

–Small Team Discussion

•Exercise # 2 The Customer Expectation Index©

–Discuss your customer’s expectations by developing a table in small groups–Report Out results and tactics

•Exercise # 3 Competition–Add Competitor’s elements to The Customer Expectation Index–Report Out results and tactics

•Exercise # 4 Build Expectceed base

–Apply and Analyze The Customer Expectation Index–Add other competitive examples

•Conclusion–Summary and Discussion on How to Implement the takeaways–Go out and Expectceed

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Customer Preferences

• 1% die• 3% move away• 5% form new relationships• 9% for competitive reasons• 14% due to product

dissatisfaction• 68% because of attitude or

indifference by one or more persons representing the supplierNielsen Survey

• Service• Trust• Product Features• Relationship• Price

Why customers go away Why customers buy

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Customers Reactions

• A satisfied customer tells approximately 5 others that they had a good experience

• A dissatisfied customer tells 8-10 people

• 90% of dissatisfied customers will not buy from you again and will not tell you why

• 96% of dissatisfied customers do not complain about poor service. They just leave

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Cost• It cost 5 times more to attract a new

customer than to keep an existing one– examples

• Wal-mart estimates the cost of losing one customer for life to be $215,000

• The $100,000 Disney Salt and Pepper Shaker

• Federal Express has additional planes in the air anticipating customer needs

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Customer PreferencesBuilding Loyalty

• Marriott Treatment Aruba

• Marriott Treatment Miami

• Dodging Jimmer at Dunkin’ Donuts

• Robert Brown – Value Added

• Inductotherm – Value Added

• Distributor Branch Manager and Nextel

Consumer Business

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Simple Expectceeding Examples

• Utilize customer logo in proposal• Provide a format to assist in purchasing

your product• Drop everything customer service• Call and thank the customer for his

business• Recognizing customer patterns

– Caller ID– Special Markings

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Companies Claiming to Exceed expectations• Have you noticed companies using exceed your customer’s expectations? Here are

some examples.• “Exceed your member’s expectation. Give them what they want and a little more. If

you do, they’ll come back over and over.” Sam Walton

• Sam’s club thanks you by name• Miller Beer - Reminds you that there is good enough and then better than it has to be

More beer than it has to be.• Verizon Customer service answers the phone can I provide you outstanding service

today.• Yahoo Fish Taco Manager - Do not ask the manager about how much he sold ask

him how many names of his customers did he learn today• Commerce Bank – Teller ask if you would like an envelope or if they can give you

your balance.• Chevy Equinox: A thoughtfully engineered vehicle brings you driving harmony as you

hit the road. Equinox has addressed all of your needs and exceeds your expectations, while offering features that deliver peace of mind.

Any More?Is saying it the same as doing it?

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Expectceed Exercise #1• Discuss personal customer service experiences

in a small group.• Examine examples using the 3 levels of

satisfaction– Meet– Did not Meet– Exceeded

• Examine how the customer service could be elevated– Did Not Meet – How could they meet then exceed– Meet – How could they exceed– Exceed – How can they exceed even further.

General discussion will follow. Select a spokesperson for the group

to report it’s findings.

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Customer Expectation Index

• Assess your customer’s needs• List those that you meet• List those you do not meet• Result will give you a listing to determine how

you can meet your customer’s expectations

   

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Customer Expectation Index Customer Expectations Customer Expectations

Met, Not Met or ExceededHow you fill the gaps or

exceed where you fill them what resources are

needed.

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Internal Customer• Total Quality Programs• NOAC• Benefits of smooth hand-offs• Continuous Process improvement

– Once you think you got it …. You need to start over again – Bill Cowher

• Who is involved?– Inside Sales, Warehouse, Delivery, Purchasing,

Accounts Receivable, Accounts Payable, Management

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Internal Customer Expectations

• Form a list of what you think are your internal customer’s expectations

• Look for similarities with the Customer Expectation Index

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Internal Customer Expectation Index Customer Expectations Customer Expectations

Met, Not Met or ExceededHow you fill the gaps or

exceed where you fill them what resources are

needed.

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Expectceed Exercise #2

• Select one company from each group.

• Develop a list of what you think the customer’s expectations will be.

• Examine it as though you are the customer

• Are they met or not met?

• What can you do to exceed them?

General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

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Customer Expectation Index Adding CompetitorCustomer Expectations

with CompetitionCustomer Expectations

Met, not met or exceededWhat resources are

needed to be competitive or exceed the competition.

Circle what your competitor provides and add those you do

not.

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Expectceed Exercise #3

• Continue to use the company you chose from the group.

• Circle all the expectations your competition provides.

• Add those you do not provide.• Validate the additions as real

expectations.• Determine how you can meet or exceed

them.

General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

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Expectceed Base

• By combining what you do and what your customer does you can now start building a base of options you can provide to Expectceed.

• Always look for ways to use good examples you find.

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Expectceed Exercise #4

• Determine how you can meet or exceed the service gap areas from your worksheet

• Determine the resources needed to satisfy Internal and External Customers.

• Build an Expectceed base

• What are the take-a-ways from this

General discussion will follow. Rotate to a new spokesperson for the group to report it’s findings.

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Survey Ideas

• Example of a current survey– Much too complex– Confuses customers– In between ratings really fall into one of three

categories

• Set up for:– Meet– Not Meet– Exceed

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ConclusionQuestions??????

Now got out and

EXPECTCEED