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Top Priorities Ernst & Young survey of 750 CEOs

21%

24%

24%

24%

31%

38%

71%

0% 20% 40% 60% 80%

Int'l Competition

Price Competition

Protect own Technology

Keep up with Technology

Time to Market

Good People

Cust. Satisfaction

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If you don’t think customers are important try doing without them for 30 days

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It is easy to see that satisfaction is important in business

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It’s about loving the customer

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Planes…trains…and automobiles

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Just for the fun of it…One more Bad

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Now this is good service

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Stews Rules

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In case you still don’t get it

IT’S The CUSTOMER

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Because customer satisfaction is the point

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Here are the Issues

• Can you articulate a customer experience vision?• Is customer satisfaction mission critical?• Do you measure it often and regularly?• Do you act on the results?• Is there someone who has the responsibility for

the customer experience?• What does the customer want #1 and #2…#10?• Do you give it to them?

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Best Practice Employees

Happy employees + happy customers + happy executives + happy bankers + happy

shareholders=

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Audience participation time

• OOOOOOOOOOO• Ahhhhhhhhhhhhhh• OOOOOOOOOO• Ahhhhhhhhhhhhhh

• OOOOOOOOOOOOOOOOOOOO• Ahhhhhhhhhhhhhhhhhhhhhhhhhhh

• OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO

• AHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH

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This is a pastrami sandwich

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The secret of exceptional customer serviceThe secret of exceptional management

Is leaving your customers and employees like this….

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It IS all about love….

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212- one degree more