Keeping customers happy is important for businesses. Negative customer experiences can cost businesses through time, money and reputation. It is more expensive for businesses to acquire new customers than retain existing ones. Proper customer service planning can help prevent issues and create loyal customers. The customer experience should be deliberately designed based on what is most important to both the business and customers.

1. to keep your customers happy
Richard Kimber

2. a year
Source: Retail Gazette

3. costs businesses
Time
Money
Reputation

4. with the service you received

5. interact with them

6. Research suggests that for every
negative experience we encounter…

7. it takes
experiences
to redress the balance

8. On Average it costs
to acquire a new
customer than it does to
keep an existing one.
more

9. expectations

10. Don’t confuse this with ‘selling’

11. People won’t care about
how much you know, until they
know how much you care.

12. will increase
Sales
Profit
Lower Cost

13. Destroyed in 140 characters

15. say about you?

17. What’s Most
Important
to the Business
What’s Most
Important
to Customers

18. Not a Sale
Katherine Barchetti

19. to the complete satisfaction of the customer concerned.
in person or via social media

21. and how this impacts future business

22. of customers
Goods or Services from a
company after experiencing
bad service
Source: Retail Gazette

23. Your most unhappy
customers are your
greatest source of
learning.
Bill Gates

24. Customers won’t notice ‘added value’
without the basics

25. Most
are preventable!

26. With proper planning
Businesses can…

27. Pitfalls
caused by poor customer service

28. and creating

29. 1. Plan it
2. Map it
3. Mend it4. Measure it
5. Anticipate it
6. Manage it

30. What customers
Feel
Think
And remember
The result of the ‘journey’ they went on to
buy what you had to offer

31. You’ll never have a product or
price advantage again. They can
be easily duplicated, but a strong
customer service culture can’t
be copied.
Jerry Fritz

32. Don’t make promises you can’t keep

33. They do expect you to fix things
when they go wrong.
Donald Porter

34. needs to be deliberately designed,
rather than left to chance

35. these words!

36. the longer they run for, the more they cost!
Like Taximeters
https://www.flickr.com/photos/fredrege/5300971822

37. Author

38. Has worked with:

39. Get the book here!

40. Please join me on