8. Next to your product itself, excellence in customer service is the single most important factor in determining the future success or failure of your company and no matter what your company does, you are in the business of providing superior customer service ( internal and external ) . Let’s get right to the point…

18. I can’t stand you I accept you I prefer you I trust you 8 Level Access Experience Price Product Service 1 & 2 Consumer rejects the Company (Losing market share) 3 Consumer Accepts the Company (On par with competition) 4 Consumer Prefers the Company (Differentiated) 5 Consumer Seeks Out the Company (Dominant) Block my way, hassle me, keep me waiting, make it difficult to do business with you. Make it easy for me to do business with you — fast and efficient. Make the interaction easy and convenient for me. Give me a solution ; help me out in a bind, be my hero . Dehumanize me; disrespect me, ignore my needs, treat me poorly. Respect me; treat me like a human being, listen to my needs Care about me and my needs, take care of me, show genuine concern. Establish intimacy with me by doing something no one else can. Treat me special. Be inconsistent, unclear, or misleading in your pricing. Keep the prices honest ; don’t jack them up or offer big savings when there are none. Be fair and consistent in your pricing. I am not necessarily after only the lowest price. Be my trusted advisor ; I will let you make my purchases for me. Offer me poor quality, services I cannot use and make me wait for them. Be credible in your product and service offerings. Be dependable in your selection and in-stock position, so I can rely on you when I am in a bind. Inspire me with an assortment of great products and services I did not even know about. Give me a reason to tell everyone I know to… stay away from your company! Accommodate me; bend over backward sometimes to show me you care. Educate me when I encounter a product or situation I don’t understand. Customize the product or service especially for me. Give me a “Wow” experience. How your CUSTOMER sees the five levels...

20. Do the workshop on page 12 11 … and Tolerate Nothing Less Here is how to score it… Financial Performance Quality P/S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR=104.12 CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247

23. Time for a 15 minute break?

24. Customer Satisfaction drives Customer Loyalty… and Customer Loyalty drives Profitability A 5% increase in loyalty among your best customers… Can produce a profit increase of 25% – 85% I hate you I don’t care about you I love you 13 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist

26. They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC) 14 Extreme Customer Focus

27. They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. 14 Shared Customer Service Credo

28. They establish concrete standards of service quality and regularly measure themselves against those standards, not uncommonly guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. 14 Clear Standards + Accountability

29. They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization. 14 Customer Focused Employees

30. They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers. 14 Reward and Celebrate Success… Deal decisively with mediocrity

33. OPUD vs. UPOD

35. The Service 500 7,000 leading companies… down to the top 500 in America Score each factor on a scale of 1-10 1 = this does not describe us at all 3 = we do this very rarely 5 = we do this sometimes 7 = We do this quite often 10 = we do this all time, this describes us perfectly 13 Pages 16-17

38. Top Customer Experience Practices From a global research study of the “Best Practices” of the top service companies in the world 21 Workshop page 21 1 = Strongly Disagree 3 = Somewhat Disagree 5 = Not Sure 7 = Somewhat Agree 10 = Strongly Agree