The Formula for Creating a Positive Chain Reaction with Your Customers and Clients To Win & Keep Them for Life

nuclear1

Introducing the Theory of Customer-Relativity

title-slide

Theory Of Customer Relativity

nuclear2

Danger – Critical Mass With Your Customers Ahead !

slide-1

Relativity – Treat Customer Like Family

Treating customers, clients and guests like your close relatives will create lasting customer loyalty lasting many generations.

memorable-guest-experience

Memorable Guest Experience Formula

small_emc2

Critical Mass Formula for Customer Excellence

slide-2

Derived Benefits from the Customer-Relative Relativity Formula

Following the customer theory of relativity formula can net your company a distinctive customer competitive advantage

fc

Family Like Customers

small_emc2

Critical Mass Formula for Customer Excellence

slide3

Listen Intently – Family & Customers

Listen intently to your customers for improvement gifts in order to improve upon your product and service delivery

welcome1

Welcome – Family & Customers

slide4

Fulfill Special Requests – Family & Customers

Discovering and fulfilling unmet customer needs is a golden opportunity for you to grow your business

welcome2

Made to Feel Welcome – Family & Customers

Leveraging gathered insights can help you surprise & delight your customers by anticipating and pre-delivering (without having to be requested) on customer needs and preferences

slide-5

Gather & Leverage Needs & Preferences to Surprise & Delight Your Guests

welcome7

slide-6

Make Your Guests Feel at Home – Family & Customers

Delivering on a company environment that drives a feeling of belonging, contentment, ‘connectedness’ will endear your customers to your company and brand and make them loyal for life

welcome4

slide-7

Ensure the end-to-end guest experience ‘chain’ is optimal, memorable, etc.

Mapping, analyzing and applying continuous improvement to the end-to-end guest experience on an ongoing basis will ensure each step of that experience chain is high quality and optimal

welcome5-2

customer_service_ambassador_final

Hire & Maintain World-Class (1-in-10,000) Customer Ambassadors who treat customers like family

overview_slide_b

Summary

Top 3 Keys to Delivering an Exceptional Customer/Client Experience

  1. Hire passionate ‘customer ambassadors’ and empower them to drive your customer & client experience. These ambassadors are typically extremely difficult to find and are generally a 1-in-1,000 find, but if you know you have found one when many of your public reviews mention this person by name as delivering exceptional (family like) customer service.

  2. Adopt a customer/client first set of policies and practices that empower your entire team to make right any customer perceived imperfection, unmet need, etc. in the delivery of your products and/or services. This is similar of how you would go out of your way to ensure your relatives are comfortable when visiting as guests.

  3. To support #2 above, develop a listening & learning system to collect, retain and then deliver on expressed customer/client needs, wishes, preferences, etc. Ritz-Carlton does this extremely well with their guests and it shows in terms of attained customer satisfaction levels.

Summary:

By employing an E=MC² formula and treating your customers comparable to your relatives, you will create a positive chain reaction experience unlike any other and enable your company to leapfrog your competitors. This formula has worked for numerous companies employing those 1-in-a-thousand customer ambassadors who care about customer with all their heart as they do they own relatives.

Advertisements

About StevenJeffes
About Steve Jeffes: Steven Jeffes is a thought leader in developing world-class corporate innovation, CRM, marketing, social media, loyalty, customer retention and customer experience programs. The recipient of many awards (http://www.stevenjeffes.com/stevenjeffes_awards.html), Steve is expert marketing strategy design & optimization: design, development and launch of world-class and best practice marketing and social media programs; change management organizational design and process excellence in marketing, sales, customer service, engineering, product management; and development of successful sales and sales management programs for Fortune 100 companies and government entities. He holds dual B.B.A. degrees in Computer Science and Finance from Temple University and a Master’s in Organizational Design and Excellence from the University of Pennsylvania/Wharton. Steve can be e-mailed at stevenjeffes@gmail.com or contacted via phone at 518-339-5857.

One Response to The Formula for Creating a Positive Chain Reaction with Your Customers and Clients To Win & Keep Them for Life

  1. Pingback: The Formula for Creating a Positive Chain React...

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: