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Service Leadership
Disclaimer:• We are naming names and calling people
out.• This is for educational purposes only• The views expressed by the host are not
necessarily those of Area48, ASU SkySong, Gordon McConnell, ASU OKED, ASU, ABOR, Governor of Arizona, Chris Zane, Rush Limbaugh, Barack Obama, or anyone else.
What’s the lifetime value of one customer?
for Zane’s Cycles
$12,500
Competitive Advantage
• Patents• Team• First-Mover• Margins• Volume• Distribution
What we don’t talk about it getting and keeping a customer
How far are you prepared to go?
Meet Chris Zane
ZANE ’S OUTDOOR
How do I compete with Big Box stores?
• Have a great atmosphere• Have a crazy service plan• Do whatever it takes to get the customer to
buy their next product from you.
How do I compete with Big Box stores?
• Have a great atmosphere• Have a crazy service plan• Do whatever it takes to get the customer to buy
their next product from you.
Go BEYOND what your customer believes is reasonable
What companies have a great atmosphere?
What companies have a lousy atmosphere?
Who has a great service plan?
Who has terrible customer service?
Customer Loyalty• Amazon.com (+11)• Costco (+6)• USAA (+27)• Southwest Airlines (+14)
Worst loyalty rankings(Guess!)
• TV Service Providers • Credit Card Issuers • Health Insurance
Sources:• jdpower.com• USAtoday.com• temkinratings.com
How did Chris compete with Big Box stores?
• Great atmosphere• Crazy service plan• Creating Lifelong Customers
Go BEYOND what your customer believes is reasonable
atmosphere
service
creating lifelong customers
Advice from Chris…
what business are you in?
change the rules on your competition
tell customers the whole story
ask the customer questions
planting seeds…
• Never let a customer leave unsatisfied – Fix complaints
• Hire nice people, teach them bikes
• Create continuity between employees and customers
• Drive the competition NUTS!
Still more advice…
Before you leave tonight…• Write down your 5 closest competitors and how
each falters in their service model.• Write down 5 ways your SERVICE MODEL can
supplement BUSINESS MODEL.• Consider how the numbers work financially…
BURY THE COMPETITION WITH CUSTOMER SERVICE
Wiley LarsenVenture Manager, ASU Entrepreneurship & Innovation [email protected]
