Customer Experience – Increase Your Revenue with a Spirit of Excellence
Customers who have a great experience with a company are 9x more likely to recommend them, 8x more likely to trust them, and 7x more likely to forgive their mistakes and to buy from them again.
94% of customers who have a low-effort service experience will buy from the same company again.
85% of buyers will pay more for a customer experience, but only 1% believe that vendors consistently meet their expectations.
Be inspired to create a simple and consistent customer interaction that produces loyalty, referrals, and higher revenue. Simon’s wisdom and expertise enabled an Orlando-based healthcare system to be acquired and a division of a hospitality company to be ranked #1 for customer service by Expedia.com.
His team also custom-designed a full-cay customer experience program for Boston Consulting Group entitled “Platinum Service with a Brilliant Touch.”
Participants will have the following takeaways:
- Accept personal responsibility for delivering exceptional service; do the right thing for customers not because one has to but because one wants to;
- Become creative, innovative, and proactive in anticipating and satisfying customer needs;
- Use the SPARK model for Branding the Moment through platinum service; and
- Velcro your brand to your customers by focusing on meaningful personal connections rather than stale customer interactions.
Brilliant Next Step: Engage Simon and his team in creating a custom Customer
Experience Program for your company.