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9/18/2019
1
Customer ServiceTouchpoints
For Hardscapers
9/18/2019
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1.3 TRILLION
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Touchpoint #1
Marketing
What is your customer…
Seeing
Thinking
Feeling
Doing
MARKETING
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Goal of Your Marketing1. Connect2. Build Trust3. Create loyal following
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Anne Obarski-anne@merchandiseconcepts.com
71% of businesses use
1 billion users every month
Average time spent a day – 53 mins
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Return on Investment
How important is it? How much are you
spending on it? What is your ROI? How will you address?
Touchpoint #2
Staff
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What is your customer…
Seeing
Thinking
Feeling
Doing
STAFF
First impressions Count…In short…YOU are the company!
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5 Reasons why great people
should want to workin this $45 Billion
industry?
Time is Money Disengagement in
the US costs over $1.0 Trillion in lost productivity.
Quit?=$1 Trillion
Employees don’t quit companies…
They quit leaders.
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10 Reasons why great
people should want to work for
you?
Mentor Capabilities
Cross TrainingOn going
learningBe proud of the
initials
CONTAGIOUS Attitude! Listening Skills Be engaged Be a Problem Solver Be Empowered
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DiplomatArtistMagicianActorTeacher
Return on Investment
How important is it? How much are you
spending on it? What is your ROI? How will you address?
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Touchpoint #3
Service
Breakpoint
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is Photo by nknown Author is ensed under CC BY‐
REVERSE THE NEEDLE
Information - Giving out
Communication - Getting Through
Customer Service - Feeling it
AssumptionsHasty communication EmailMisunderstandingNon face-to-face
communication
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•Feel•Found•Fix•Follow-up
What is your customer…
Seeing
Thinking
Feeling
Doing
SERVICE
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If you want to go fast…go alone.
If you want to go far, go as a team.
Return on Investment
How important is it? How much are you
spending on it? What is your ROI? How will you address?
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What is your customer…
Seeing
Thinking
Feeling
Doing
EVERY TOUCHPOINT
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Customer ServiceTouchpoints
For Hardscapers
Last impression...Priceless!
Anne Obarski-anne@merchandiseconcepts.com
9/18/2019
17
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