CS Olympic_Race 2

According to John Pearson: "ICCC means always putting customers first, thinking beyond standard performance and taking concerns…"

•  Personally to heart 

• Seriously

• Normally

• Genuinely

According to Jerry Fritz (Jerry Fritz Garden Design) - "You'll never have a product or price advantage again. They can be easily duplicated, but a strong ... culture can't be copied.”

• Innovation

• Continuous Improvement

• Customer Service

According to Daniel Newman (2020 Forbes), There are ….% of customers would be willing to pay more for a better customer experience.

• 62%

• 73%

• 86%

• 91%

According to Lee Resources International, only 1 unhappy customer complaints, while ____ other unhappy customers remain silent

• 12

• 17

• 21

• 26

What is an example of proactive customer service?

• Handling problem as they occur

• Anticipating customer needs and actively reaching out with a solution

• Solving problems but doesn’t gather extra feedback

• Doesn’t focus on customers’ needs if they aren’t explicitly voiced

A great customer experience includes great customer service and...?

• goes beyond that to how they feel about the experience they had with you

• is exactly what the customer expected

• is focused more on the brand being marketed

• is focused more on upselling 

Through NPA, Customer give Promoter Rating ( 9 & 10) that means customer ? 

• Complaining often with higher defection rate, spending less, spreading negative news

• Loyal, enthusiastic customers staying longer, spending more and making referrals

• Satisfied but unenthusiastic customers being more vulnerable to competitor offerings

Through NPA, Customer give Neutral Rating ( 7 & 8) that means customer ? 

• Complaining often with higher defection rate, spending less, spreading negative news

• Loyal, enthusiastic customers staying longer, spending more and making referrals

• Satisfied but unenthusiastic customers being more vulnerable to competitor offerings

In all cases, what the Customers wanted are:

• To be helped by someone who seemed to genuinely care about them and their
  problem

• To feel reassured that their problem was being taken seriously and addressed
  rather than going into a ‘black hole’

• To have their problem solved quickly and efficiently

• All of above

How do you manage to get more NPA Promotor Ratings?

• Providing solution that meet customer needs.

• Showing empathy and providing solution that meet customer needs in a timely manner.

• Showing empathy and providing solution that meet customer needs.

• Providing solution that meet customer needs in a timely manner.