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how to create ‘devoted’ customers

how to create ‘devoted’ customers. a practical guide by andy hanselman. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”. ‘devoted’ customers?. not ‘satisfied’ customers. not even ‘delighted’ customers. why?. 86.

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how to create ‘devoted’ customers

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  1. how to create ‘devoted’ customers a practical guide by andy hanselman

  2. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”

  3. ‘devoted’ customers?

  4. not ‘satisfied’ customers

  5. not even ‘delighted’ customers

  6. why?

  7. 86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’

  8. so

  9. forget‘satisfaction’ think‘devotion’

  10. some customers have

  11. high expectations

  12. some customers have

  13. low expectations

  14. all customers either have

  15. a ‘great’ experience

  16. or

  17. a ‘poor’ experience

  18. look at it like this

  19. high expectations a ‘poor’ experience a ‘great’ experience low expectations

  20. high expectations a ‘poor’ experience a ‘great’ experience ‘delighted’ low expectations

  21. ‘delighted’ customers

  22. are surprised by the level of service you provide

  23. are surprised by the level of service you provide ( positively surprised please!)

  24. so

  25. ‘delighting’ customers is ‘a good start’

  26. but

  27. with time

  28. expectations will rise

  29. (which is a good thing)

  30. the challenge is to consistently deliver

  31. a ‘great’ experience

  32. high expectations ‘devoted’ a ‘poor’ experience a ‘great’ experience low expectations

  33. why?

  34. ‘devoted’ customers

  35. stick with you

  36. spend more

  37. shout about you to others

  38. the goal therefore is to create

  39. ‘devoted’ customers

  40. how?

  41. “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe

  42. so

  43. give your customers a damn good listening to give your customers ‘a damn good listening to’

  44. 44% of consumers say the majority of their customer experiences arebland

  45. so

  46. stand in your own queues

  47. identify your barriers to giving a great experience

  48. “in every single industry there is now overcapacity of production and lack of capacity in terms of people” sir martin sorrell, chief executive WPP

  49. so

  50. think 3D

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