【精品模板】欧美经典精品PPT案例 (16)

bland
stand in your owrriers to giving a great experience
“in every single industry there is now overcapacity of production and lack of capacity in terms of people”
John Russell, President, Harley-Davidson Europe
give your customers „a damn good listening to‟
44% of consumers say the majority of their customer experiences are
„devoted‟ customers?
not „satisfied‟ customers
not even „delighted‟ customers
% of defectors express satisfaction with the previous supplier
frederick reicheld – „the loyalty effect‟
how to create „devoted‟ customers
a practical guide by andy hanselman
UK consultant says “forget „delighted‟ customers, start thinking „devoted‟ customers”
sir martin sorrell, chief executive WPP
think 3D
be
dramatically and demonstrably different
it‟s an ongoing process
be an ‘enemy of the status quo’
for
high expectations
a „poor‟ experience
a „great‟ experience
low expectations
high expectations
a „poor‟ experience
a „great‟ experience
low expectations
raise the bar
„delighting‟ customers is „a good start‟
with time
expectations will rise
(which is a good thing)
the challenge is to consistently deliver
a „great‟ experience
“stand out” and deliver consistently
it‟s not easy
occasionally customers will have
a „poor‟ experience
high expectations
„disappointed‟
a „poor‟ experience
a „great‟ experience
low expectations
spot „disappointment‟
were you completely happy with our service?
and
back
to
high expectations
„devoted‟
a „poor‟ experience
high expectations
„devoted‟
a „poor‟ experience
a „great‟ experience
low expectations
„devoted‟ customers
stick with you
spend more
shout about you to others
forget
„satisfaction‟
think
„devotion‟
some customers have
high expectations
some customers have
low expectations
all customers either have
a „great‟ experience
a „great‟ experience
low expectations
not
high expectations
a „poor‟ experience
„disaffected‟ low expectations
a „great‟ experience
“executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010”
the goal therefore is to create
„devoted‟ customers
“ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing”
a „great‟ experience
„delighted‟
low expectations
„delighted‟ customers
are surprised by the level of service you provide
are surprised by the level of service you provide ( positively surprised please!)
or
a „poor‟ experience
look at it like this
high expectations
a „poor‟ experience
a „great‟ experience
low expectations
high expectations
a „poor‟ experience