Creating Customer Loyalty

Raquel Pérez Nolla

+34 609132340

www.cultureofexcellentservice.com

@pereznolla

#Fidelogía

Chris Daffy Author, Business Consultant and Founder of ASE famous for being one of the international leaders in the area of Service Excellence, Loyalty Management, and the use of Service as a Business Strategy.

Books

• Founder of Culture of Excellent Service in Barcelona, Spain (2016)

• Previous Experience: • European Learning and Development Lead (4 years) • European Training Coordinator (6 years) • Green Belt Continuous Improvement(2 years) • Finance Departments

• Previous Companies:

• Air Products • Bayer Laboratories • Wrigley • Lacer Laboratories

• Academy Background:

• Masters in Coaching • Degree in Marketing and advertising

Marc & Alexander

Craig

The customers you wish to retain never leave. Customers are happy to pay you a premium price because they place a value on the way you serve them. You find it easy to attract and win your competitors´’ best customers. Your organisation naturally grows every year through the increased spending and recommendations of existing customers and your reputation in the market. You are a magnet for the most talented people who are keen to work for an organisation with the outstanding reputation you have earned.

World Class Operational Excellence

World Class Service Excellence

Customer Experience Strategy had created differentiation

Delivered tangible benefits to the business

Failed the ROI Test

Article published by Bob Thompson, 2019

Successful Service Excellence Implementation

Successful Customer Experience Programmes

Successful Loyalty Programmes

Talk and Plan Making it Stick “Our Way of Work”

Conviction

Communication

Commitment

Competence

Consistency

Leaders certain of the business value and strategic importance

Making available whatever resources are needed for success

Leaders as champions, cheerleaders and pace setters

Building a team of fully trained and highly skilled practitioners

Not wavering when the going gets tough or diversions arise

Whatever your current position is, if you have the winning pace, you will eventually become the leader.

Urgency is Energy!

“Without an organisation-wide sense of urgency, it’s like trying to build a pyramid on a foundation of empty shoeboxes.”

If you want to use service excellence to

create customer loyalty

and sustainable competitive advantage,

you must implement it –

BIG and FAST !

Anticipated Change

Reactive Change

Change by Crisis

Very Dificult

Easy

Difficult

Low

High

Moderate

Implementation Difficulty I

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Top Down • Leaders must lead the way

Inside - Out Outside - In • Start inside and work out

• Bring the outside in

Step-by-Step Implementation – With PACE! • Plan and execute with conviction, skill and

rigour

• Measure and reward the right things

• Instil and support a genuine ‘sense of urgency’

Do you want to know more…?

Thank you!