the four levels of customer satisfaction - cdn.ymaws.com · the four levels of customer...
TRANSCRIPT
![Page 1: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/1.jpg)
THE FOUR LEVELS
OF CUSTOMER
SATISFACTION
Building Long Term Profit through a Customer
Satisfaction Strategy
P R E S E N T E D B Y R E A L - W O R L D B U S I N E S S C O A C H D A N N Y C R E E D
![Page 2: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/2.jpg)
WELCOME
• Large & Small clients
• 14 Personal Start-ups
• 3 Public offerings
• Over 400 turnaround projects
• 1 Thing I’ve Learned…
• Power of Customer Satisfaction
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2
![Page 3: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/3.jpg)
4 LEVELS OF CUSTOMER
SATISFACTION
• Roll up sleeves
• Be Brutally Honest
• C S Impacts
– Profits
– Immediate future of your company
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3
![Page 4: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/4.jpg)
“SUCCESS IS A RECIPE”
• The RECIPE is foundational
• It doesn’t change, business to business
• Master the basics before you get fancy!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 4
![Page 5: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/5.jpg)
ONLY 2 STRATEGIES
• CREATE VALUE
• GENERATE REVENUE
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 5
![Page 6: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/6.jpg)
ONLY 2 PURPOSES
• ACQUIRING CLIENTS
• RETAINING CLIENTS
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 6
![Page 7: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/7.jpg)
TODAY’S GOAL
• Give you an immediately applicable process to
improve:
ACQUISITON AND RETENTION
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 7
![Page 8: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/8.jpg)
TOUGH QUESTION
HOW EASILY ARE
YOU REPLACED?
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 8
![Page 9: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/9.jpg)
FACTS
• OPTIONS are instantaneous!
• Research is instantaneous!
• Access to your replacement is instantaneous!
• It doesn’t take much to lose a customer today
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 9
![Page 10: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/10.jpg)
WHY WILL CUSTOMERS LEAVE?
• Interaction with a rude employee
• Unexpected charge or fee
• Perception of poor quality!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 0
![Page 11: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/11.jpg)
BAD EXPERIENCES REPEL
• 82% Leave due to BAD Customer Service
• 95% take action as a result of a bad experience:
– 85% WARNED others
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 11
![Page 12: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/12.jpg)
GOOD EXPERIENCES ATTRACT
• 40% went to a competitor with a better reputation
• 55% recommended outstanding service
• 85% would pay up to 25% more to ensure
outstanding service
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 2
![Page 13: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/13.jpg)
BOTTOM LINE….
• EVERY Great Strategic Plan must include a
CUSTOMER SATISFACTION Strategy.
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 3
![Page 14: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/14.jpg)
CUSTOMER SATISFACTION PLAN
AFFECTS…
• Acquisition
• Retention
• Profits
• Lead Generation
• Talent Acquisition & Retention
• Company Branding…….
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 4
![Page 15: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/15.jpg)
LET’S GET TO WORK
BUILDING or RE-BUILDING
A CUSTOMER
SATISFACTION PLAN
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 5
![Page 16: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/16.jpg)
FOUR CUSTOMER SATIS IFACTION
QUESTIONS…
• QUESTION 1:
• WHO IS YOUR CUSTOMER?– Employees?
– Consumers?
– Board?
– Vendors?
– Investors?
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 6
![Page 17: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/17.jpg)
FOUR QUESTIONS: #2
• QUESTION 2:
• How does your customer access information?
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 7
![Page 18: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/18.jpg)
FOUR QUESTIONS: #3
• QUESTION 3:
• What is their “PERCEPTION” of you?
– Do you know?
– Do you WANT to know?
– Do you even care?
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 8
![Page 19: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/19.jpg)
FOUR QUESTIONS: #4
• QUESTION 4:
• What is their “PERCEPTION” of your
competition?
– Services?
– Business practices?
– Perceived benefits?
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 1 9
![Page 20: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/20.jpg)
FACT
YOU MUST KNOW WHAT PERCEPTIONS YOU
ARE DEALING WITH!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 0
![Page 21: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/21.jpg)
PERCEPTION VS. REALITY
• Today, there is NO REALITY
• Only the PERCEPTION of Reality
• What DO your “customers” think of you?
• PERCEPTION is EVERYTHING!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 1
![Page 22: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/22.jpg)
“NEW” F INAL DECIS ION
INFLUENCERS
• Most important customer “shift” in decades!
• Effect:
– SALES
– MARKETING
– CUSTOMER SATISFACTION
– EMPLOYER BRANDING
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 2
![Page 23: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/23.jpg)
THE 4 EMOTIONAL TRIGGERS
• HOPE
• PASSION
• ACCOUNTABILITY
• TRUSTED ADVISOR
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 3
![Page 24: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/24.jpg)
4 EMOTIONAL TRIGGERS
• Find the EMOTION in your message
– ACQUIRE faster
– RETAIN longer
– LOWER price sensitivity
– MORE referrals and testimonials
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 4
![Page 25: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/25.jpg)
LET’S BUILD A PLAN
The FOUR LEVELS of
CUSTOMER
SATISFACTION
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 5
![Page 26: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/26.jpg)
4 LEVELS OF CUSTOMER
SATISFACTION
• Write the headings down
• Capture your ideas
• Continue
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 6
![Page 27: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/27.jpg)
LEVEL 1 : MEETS EXPECTATIONS
• Minimum requirement to stay in business
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 7
![Page 28: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/28.jpg)
MEETS EXAMPLES
– Be on time
– Timely return of phone calls/emails
– Meet deadlines
– Accurate billing
– Reasonable response times
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 8
![Page 29: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/29.jpg)
RULES TO DEVELOP NEXT 3
• Think with NO LIMITS
• Think with NO CONSTRAINTS
• Think with NO RESTRICTIONS
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 2 9
![Page 30: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/30.jpg)
LEVEL 2 : EXCEEDS EXPECTATIONS
• SURPRISE your customer
• Goes beyond what is expected
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 0
![Page 31: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/31.jpg)
EXCEEDS EXAMPLES
– Pro-Active response
– Immediate Re-Active response
– Excessive accountability
– Regular updates
– BEAT all deadlines
– Consistent review of customer needs
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 1
![Page 32: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/32.jpg)
LEVEL 3 : DELIGHTS CUSTOMER
• Expectations MET…EXCEEDED….TOUCHED
on an emotional level
• Building competitive barriers
– HOPE
– PASSION
– ACCOUNTABLE
– TRUSTED ADVISOR
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 2
![Page 33: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/33.jpg)
DELIGHTS EXAMPLES
• Over-deliver on everything
• Bi-Annual needs analysis
• Asking vs Telling
• Ease of access
• Employee training
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 3
![Page 34: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/34.jpg)
LEVEL 4 : AMAZES YOUR CUSTOMER
• Propels your business
• Positions for domination
• How would you AMAZE your customers?
• Only limit is your imagination!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 4
![Page 35: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/35.jpg)
AMAZE EXAMPLES
– Hand written thank you notes
– Testimonials
– Accountability promise
– Guarantees
– Response time
– New technology
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 5
![Page 36: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/36.jpg)
WHAT ARE YOU GOING TO DO
NOW?
• Larry Ellison:
– 1. “I try to go to work everyday with the same
mindset of my first day at work!”
– 2. “I tell my self every day that I could be broke
tomorrow. And then I ask myself,…..
WHAT AM I DOING TODAY TO PROTECT
TOMORROW?”
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 6
![Page 37: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/37.jpg)
CHALLENGE
• What are YOU going to do to protect your
tomorrow?
• CUSTOMER SATISFACTION is where it all
starts and stops!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 7
![Page 38: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/38.jpg)
BE GREAT and MAKE
EVERY DAY COUNT!
A C I L A N N U A L M E E T I N G | S E P T E M B E R 2 8 , 2 0 1 6 | PA G E 3 8
![Page 39: The FOUR LEVELS of Customer satisfaction - cdn.ymaws.com · THE FOUR LEVELS OF CUSTOMER SATISFACTION Building Long Term Profit through a Customer Satisfaction Strategy PRESENT ED](https://reader033.vdocuments.mx/reader033/viewer/2022041920/5e6bb5c34af9340b1b399b12/html5/thumbnails/39.jpg)
THANK YOU
- B U S I N E S S C O A C H D A N N Y C R E E D
-