creating customer loyalty - customer insight conference€¦ · whatever your current position is,...
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Creating Customer Loyalty
Raquel Pérez Nolla
+34 609132340
www.cultureofexcellentservice.com
@pereznolla
#Fidelogía
Chris Daffy Author, Business Consultant and Founder of ASE famous for being one of the international leaders in the area of Service Excellence, Loyalty Management, and the use of Service as a Business Strategy.
Books
• Founder of Culture of Excellent Service in Barcelona, Spain (2016)
• Previous Experience: • European Learning and Development Lead (4 years) • European Training Coordinator (6 years) • Green Belt Continuous Improvement(2 years) • Finance Departments
• Previous Companies:
• Air Products • Bayer Laboratories • Wrigley • Lacer Laboratories
• Academy Background:
• Masters in Coaching • Degree in Marketing and advertising
Marc & Alexander
Craig
The customers you wish to retain never leave. Customers are happy to pay you a premium price because they place a value on the way you serve them. You find it easy to attract and win your competitors´’ best customers. Your organisation naturally grows every year through the increased spending and recommendations of existing customers and your reputation in the market. You are a magnet for the most talented people who are keen to work for an organisation with the outstanding reputation you have earned.
World Class Operational Excellence
World Class Service Excellence
Customer Experience Strategy had created differentiation
Delivered tangible benefits to the business
Failed the ROI Test
Article published by Bob Thompson, 2019
Successful Service Excellence Implementation
Successful Customer Experience Programmes
Successful Loyalty Programmes
Talk and Plan Making it Stick “Our Way of Work”
Conviction
Communication
Commitment
Competence
Consistency
Leaders certain of the business value and strategic importance
Making available whatever resources are needed for success
Leaders as champions, cheerleaders and pace setters
Building a team of fully trained and highly skilled practitioners
Not wavering when the going gets tough or diversions arise
Whatever your current position is, if you have the winning pace, you will eventually become the leader.
Urgency is Energy!
“Without an organisation-wide sense of urgency, it’s like trying to build a pyramid on a foundation of empty shoeboxes.”
If you want to use service excellence to
create customer loyalty
and sustainable competitive advantage,
you must implement it –
BIG and FAST !
Anticipated Change
Reactive Change
Change by Crisis
Very Dificult
Easy
Difficult
Low
High
Moderate
Implementation Difficulty I
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Top Down • Leaders must lead the way
Inside - Out Outside - In • Start inside and work out
• Bring the outside in
Step-by-Step Implementation – With PACE! • Plan and execute with conviction, skill and
rigour
• Measure and reward the right things
• Instil and support a genuine ‘sense of urgency’
Do you want to know more…?
Thank you!