Customer loyalty – how do you get it?. Housekeeping › mobile phones › break times › toilets...
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Transcript of Customer loyalty – how do you get it?. Housekeeping › mobile phones › break times › toilets...
- Slide 1
- Customer loyalty how do you get it?
- Slide 2
- Housekeeping mobile phones break times toilets emergencies smallprint 2
- Slide 3
- Workshop overview At this workshop the following will be addressed: identification of customers and their needs meeting customer needs generating customer loyalty making it possible for customers to complain making unhappy customers loyal customers smallprint 3
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- Workshop expectations What do you know about the topic? What do you need to know? What outcomes do you expect from this workshop? smallprint 4
- Slide 5
- Topic 1 Customers: Who are they? smallprint 5
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- Identification smallprint 6
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- Interfaces smallprint 7 Refining operations Manufacturing or processing operations Wholesale operations Retail operations End user Internal customers/ suppliers Stakeholder/ shareholder/ customer interests Interfaces Customer research Product design Supply/sale/delivery Inputs and constraints Supply/sale/delivery Other
- Slide 8
- Focus It must be all about the customers. If customer needs are not met there will be no customers. No customers = no sales = no income. smallprint 8
- Slide 9
- What do you like? smallprint 9 What you perceive as quality might be viewed quite differently by your customers.
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- Ask questions You might be surprised about what your customers need and want. smallprint 10
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- Bundles Create a bundle that makes the customer happy. smallprint 11
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- Activity smallprint 12
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- Topic 2 Happy customers. smallprint 13
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- Do your customers trust you? Build relationships smallprint 14
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- Value propositions smallprint 15 Dunno But what is good value?
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- Generating loyalty Relationships imply: trust honesty interaction common interests intent to continue interacting reliability consistency smallprint 16
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- Consistency smallprint 17
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- Activity smallprint 18
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- Topic 3 Different needs, different issues. smallprint 19
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- Getting along with people smallprint 20
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- Meet the challenge value your customers smallprint 21
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- Customers dont expect you to be perfect. smallprint 22 They do expect you to fix things when they go wrong. (Donald Porter)
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- Negotiate a mutually acceptable solution smallprint 23
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- Activity smallprint 24
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- Topic 4 smallprint 25 Effective problem solving = customer satisfaction.
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- Collect feedback smallprint 26
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- Analyse and act smallprint 27
- Slide 28
- Loyalty Being on par in terms of price and quality only gets you into the game. Service wins the game. (Tony Alessandra) smallprint 28
- Slide 29
- Activity smallprint 29
- Slide 30
- Summary Before leaving today please share: 1 thing you learned 1 new practice you will undertake at work 1 activity you enjoyed Thankyou for your attendance and participation. smallprint 30