Date post: | 07-Dec-2014 |
Category: |
Business |
Upload: | masood-ali |
View: | 967 times |
Download: | 4 times |
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Why Customer Loyalty?
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Four Loyalty Behaviors
• Repurchase
• Buy additional lines
• Referrals
• Feedback
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Why Do You Become Promoters
Company you are a promoter, why?
Head Heart
Product features Knows me
Quality Appreciates
Price Listens
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The Golden Rule Creates Foundation for Loyalty Relationships
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Bad Profits
Mobile: Reconnection fee 100Mobile: Best plan for new customers
Hotel phone bill higher than room bill
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The Ultimate Question Of Customer Loyalty
How likely are you to recommend Dhiraagu to a friend or colleague?
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Its More Than A Question A Disciple
• Enable to create more promoters • Reduce detractors• Understand which practices creates more
promoters and few detractors• Enable quick service recovery etc
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Requirements For True NPS System
• Trust worth data• Create closed-loop process• Executives make the creation of more promoters and
fewer detractors a top priory
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Trust Worthy Data
Right Customers Right Questions Right Time
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Evaluate Performance In The Context
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You Don’t Fatten A Pig By Weighing It
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Closing the Loop
Executive
Management
Front line
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Closing the Loop Process
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Closing the Loop
Which customer ?
When to follow up?
Who will follow up?
How to contact
What happens
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What Happens After the Process
Customer Follow Up
Resolve issue or unresolved issue escalated
Coach for performance
Identify improvement opportunity
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Thank You