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5 decisions of beloved and properous companies
Citation preview
5 decisions of beloved and
prosperous companies.
EARN Your Customers’ Rave
CLARITY
By Jeanne BlissCustomerBliss
22% Sparked by Advertising
BELIEVE
78% Sparked by
Something Else
Source: Keller Fay “Talk Track” Report 2009
WOM
CLARITY
1. Believe2. Clarity3. Real4. Be There 5. Say Sorry
CLARITY BELOVED & PROSPEROUS
CLARITY
PROSPERITY
CLARITY
Do your customers feel trusted
by your organization?
Are you deliberate about sharing information?
Do you believe that trust is reciprocated?
BELIEVE
BELIEVE
Do employees sense that you
believe in them?
Do you choose to elevate the dignity of employees by
removing unnecessary rules and policies?
CLARITY OF PURPOSE
Is there clarity that customers
are an asset, not a cost center?
Are decisions and choices guided by investing in these
relationships?
CLARITY OF PURPOSE
Across your company – is everyone
clear about your purpose in
supporting customers’ lives?
Does decision making align to this purpose, to this promise?
REAL
Do you choose to reinforce
empathy in employee training and
development?
Do you compete on humanity and service?
Can you drop the corporate veneer?
REAL
Are you deliberate in selecting
people who reflect your values,
passion & purpose?
BE THERE
Do you operate, guided by legacy
industry practices? Or do you decide
to break from tradition?
Are you there for customers, on their terms?
BE THERE
Do you consistently deliver across
your business, in a unified manner?
Do you choose collaboration for the sake of your customer experience?
SORRY
When failures occur, do you act
decisively, and in your customers’
best interest?
Do you take accountability and action without pressure?
SORRY
Do you screen every day to know
what events disappointed
customers?
Do you wait for customers to tell you what went wrong?
Insert video
CLARITY BELIEVE
CLARITY BELIEVE
WHY We Decide to Believe:
Lifetime Value of your Customer?• Zane’s Cycles ~ $12,500• Automobile Dealer ~ $500,000• Pizza Restaurant ~ $25,000• Tropicana Orange Juice ~ $32,500
CLARITY BELIEVE
CLARITY BELIEVE
CLARITY BELIEVE
Trusted Customers Only Take What They Need.No Nickel & Diming, No Fine Print.
Guerrilla Marketing(The best value package available)
– Lifetime Free Service– Lifetime Parts Warranty– 90 Day Price Protection
CLARITY BELIEVE
Help!Hire nice people and train them about the products.
Trust them.
CLARITY BELIEVE
Impact: 23% Growth every year for 29 years.
45% percent margins.$15 million in sales with a single store.
The only difference between us and our competitionis the service that we offer!
CLARITY SORRY
SORRY
CLARITY SORRY
CLARITY SORRY
Impact:Decide to Say “Sorry” Creates Confidence, Trust, and Loyalty
Stimulates Repeat Business
70% of Customers Contacted Return and Bring Others With Them
Generated net-positive ROI every month
Net Positive Revenue in 2009 exceeding $1.7 million
Positive Story-Telling by Customers and Media
CLARITY BELOVED & PROSPEROUS
● Facilitate the financial security of our members and their families.● Provide a full range of highly competitive financial products and
services.● Be the provider of choice for the military community.
OUR MISSION
CLARITY CLARITY OF PURPOSE
USAA executives aboard USS Ronald Reagan
Relentless Focus on Members
CLARITY CLARITY OF PURPOSE
Relentless Focus on Members
Memorial Day
Veterans Day
Missing in Action Table
CLARITY CLARITY OF PURPOSE
3333
Losing my arm would be a catalyst for the rest of my life. If I can’t jump out of planes and I can’t be with my soldiers in combat, then I need to do something where I can help other service members. Who better to help our members than someone who’s been through the same experience? - Brian Neuman, USAA employee
- Former Army Ranger, Wounded Warrior
““
CLARITY of PURPOSE
BE REAL
CLARITY BE REAL
Unleash Passion in Employees
Connect with members to create:● Understanding● Empathy
Impact:Decide to be “Real”
●97% of our customers stay with us each year.
●MSN Money ranked USAA as #1 in 2009 Customer Hall of Fame.
●USAA among the top two BusinessWeek “Customer Service Champs” for the past 3 years.
● #1 on Forrester’s 2009 Customer Advocacy report.
● #1 in customer loyalty on 2009 Net Promoter® ranking.
CLARITY BE REAL
USAA is the best relationship
(next to my wife / she’s sitting
next to me) I’ve had my entire
life.- Survey response from 40-year member
“ “
CLARITY BE REAL
Key Takeaways:
● Have a mission that matters.● Know your customers.● Unleash your employees.
CLARITY
CLARITY
Jeanne Bliss
CustomerBliss
www.CustomerBliss.com
www.Twitter.com/JeanneBliss