National Main Street Annual Conference - Exceptional Customer Experience
•Download as PPTX, PDF•
1 like•718 views
Presentation slides from Pamela Herrmann, founder of www.TheParagonEffect.com at the National Main Streets Annual Conference. Atlanta, 4/1/15
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (7)
Similar to National Main Street Annual Conference - Exceptional Customer Experience
Similar to National Main Street Annual Conference - Exceptional Customer Experience (20)
More from Pamela Herrmann
More from Pamela Herrmann (6)
Recently uploaded
Recently uploaded (20)
National Main Street Annual Conference - Exceptional Customer Experience
- 1. Creating An Exceptional Customer Experience How Businesses Stand Out Today Pamela Herrmann, Founder The Paragon Effect www.TheParagonEffect.com
- 2. Reminders
- 3. “How Can I Use the Internet To Grow My Sales?”
- 7. Customers Are Asking Themselves • Did I make the right decision? • Can I trust you? • Will it turn out like I expected?
- 9. • 32% of new customers will leave within the first year. – Over 20% of those people leave without conducting a single transaction – Over 50% of those people leave within the first 100 days Banking
- 10. 46% Churn Rate
- 11. Cell Phone Industry 21% of people who sign a 2 year commitment break the contract in the first year.
- 12. Software As A Service 20% of their customers are leaving within 100 days
- 13. Most businesses don’t know how many customers they’re losing in the first 100 days.
- 14. 20-60% Attrition Rate Worldwide Across All Sectors Every Year
- 15. “80% of businesses surveyed believe they deliver ‘superior’ customer service. Only 8% of their customers agree.” Lee Resources
- 16. Most Businesses Don’t Know The Lifetime Value Of Their Customer
- 17. What’s sad is that most businesses are making it worse.
- 19. A Few Simple Tweaks Can Have A Huge Impact On A Businesses Bottom Line
- 22. The Purpose Of Business Is To Get & Keep Customers Yet most businesses are treating customers like a single transaction
- 24. For Customers, Feelings Are Fact!
- 25. 52% of Small Business Report Moderate to High Revenue Growth From Customer Marketing
- 26. And here’s why… It costs less to market to your existing customers than it does to acquire a new one. Companies who are engaging both their customer AND their employees see a 240% increase in performance related outcomes.
- 28. “Pam, I’m not that creative and wouldn’t even know where to start.”
- 31. Know The Lifetime Value Of Your Customer
- 32. Creating A Pattern Interrupt • Was it expected? • Was it necessary?
- 33. Matt was successful in creating rapport & relationship in a 7 minute transaction. Trust & loyalty in two transactions. Total cost: $2.00
- 34. How We Grow Sales
- 36. The most interesting thing about the way the Internet is shaping business is being driven by consumer behavior online.
- 38. Think of a time when you relied on online reviews to make a purchasing decision
- 41. Office Depot Resulted in a 40% increase in customers who purchased something before leaving the store.
- 42. So now you see why it’s important to master the greeting
- 43. “Are you a member of our loyalty program?”
- 44. The Main Street Advantage Being excellent is highly profitable: 7 out of 10 customers said they were willing to spend more with companies that provide an excellent customer experience .American Express Survey, 2011
- 45. Question Across all touch points, how do you make someone feel welcomed?
- 46. How Are You Engaging With Your Customers Across All Touch Points? • Phone • In person • Website • Email • Social Networks
- 47. 5 Keys To The Welcome • What you say • How you say it • Your body language • Be interested, not interesting • Anticipate needs
- 48. What Customers Are Deciding
- 49. “When people believe they share values with a company they become loyal to their brand” ~Howard Schultz, CEO Starbucks
- 50. Main Street Businesses Don’t Get A Hall Pass
- 51. Think about how businesses in your community are creating an exceptional customer experience
- 52. RATE YOURSELF What are 3 things that your program or business is doing right based on this presentation?
- 55. So now you know… • Where opportunity for sales growth lies • How to create a buying experience that results in lasting loyalty
- 56. Our success stands for it self, so let’s chat! 720. 480. 7655 Pamela@TheParagonEffect.com Your next step…
- 57. Please complete the session evaluation on the conference app before you leave the room. Thank you!
Editor's Notes
- How many of you love a death defying ride? Look around the room, about 50% of you have your hands raised. Small biz owners are a rare bunch and are risk takers by nature. But if you ask the average person out there, it’s like 5-10% The average person doesn’t like roller coaster rides AND YET that’s what you’re subjecting your customer to every single day when they do business with you.
- When a customer begins to interact with you, the clock starts ticking.
- They are making decisions very quickly and they’re asking themselves… The seeds of lasting loyalty are planted in this first few moments and whether they germinate, take root and thrive it is all on you. This is what we’re going to cover today.
- There is all of this and there is some overlap, but we only have time today to focus on this one part, Engagement, because this is really the front end of a transaction, right? This is how we greet someone to our business and when they are making early decisions about whether they like you.
- Tie this back to Employee Synchronicity Paragon
- So while you may be looking to expand your brand awareness through mobile marketing or social media ads, the low hanging fruit and the fastest way to cash is actually with your existing customers.
- Let me show you the first thing you can do to start this process. If you focused on this one area of welcoming, there’s gold.
- Transition statement of how the welcome leads to increased sales