Customers, love them or lose them - Sussex Past | The ...€¦ · customer groups Suppliers Paying...

Customers, love them or lose them

Jonathan Winchester CHIEF EXECUTIVE

a little about me

perception is

king!

a golden fact

80% = 8%

who is your number one customer?

customer groups

Suppliers

Paying Clients

Media

Potential Clients

Staff

Management /

Owners

Competition

five great tips

1. Deal with any tension

2. How does your colleague feel?

3. A joke a day……

4. Knowledge = Confidence

5. Reward and Recognition

where does the first impression begin?

first impression

Phone

Answer Phone

Social media

Car Park

Networking

Advertising

Reception

Web

You

before…

after…

five great tips

1. Walk your customer journey

2. Director of first impressions

3. Name badges

4. Use the customer’s name

5. Inspired branding

moments of truth

how do we communicate?

1. Tone of Voice

2. Words we use

3. Body Language

instant win

body language

78%

when it all goes wrong

0

25

50

75

100

On Board Auckland Hotel

feedback is the breakfast of champions

feedback

Weak Strong

Written

Survey

Phone

Survey

Focus

Group

Ask

them!!

Mystery

Shopping

pmmfs

Customers, love them or lose them

Jonathan Winchester CHIEF EXECUTIVE