ACE IT!Harnessing the Power of Amazing Customer Experiences to Drive Sales & Growth in the New Economy

November 2010

My Story ...

DYSLEXIC

UNIVERSITY DROP OUT

BUSINESS BUILDER

GLOBAL TRAINER

ENTREPRENEUR

AUTHOR

AWARD WINNING COACH

SALES & MARKETER

INTERNATIONALSPEAKER

Put Customer Experience at the HEART

My GUARANTEE to you today ...

The Things on your Mind

£

The ONLY Constant in Business is...

Yesteryear (AKA the “Good Old Days”)

£

The Reality Today

£

Bad customer service news travel FAST!

OLD ECONOMY NEW

ECONOMYDissatisfied World

call 10 peopleThousands in

seconds

The New Economy Search Engine

United Airlines Vs David Carroll

In Short…

THE GAMEHAS CHANGED

We are ALL Global Broadcasters!

Customers WANT Choice and Control over their Experience

Opportunity is…

NOWHERE

NO WHERE

NOW HERE

The Key Factors

£

s

Introducing A.C.E.

A CE

s

Results

Behaviour

Emotion

Focus

What Makes A.C.E. Tick..?

3 Reasons to Deliver Amazing Customer Experiences (ACE)

sA C E

Emotional Connection

Financial Transaction

Strong Value Bond

Potential Raving Fan

Why Survey Your Customers?

Real Life Client Story ...

s

Business Tetris

new customers“Expensive”

loyal customers

“Profitable”

MYTH

Myth Busting – Why Customers Leave ...

£Customers leave because of price!

TRUTH

68% Don't Care 14% Product9% Price 9% Other

Customers leave because of PERCIEVED indifference!

Recent Data from Research Company Maritz

49%

16%

3%

41%

10%

7%

58%

33%

9%

Retentio

n

Recom

mend

Cross

sell

EmotionallyConnected

FunctionallySatisfied

Unfulfilled

Creating a functional / Emotional framework

Functional

Em

oti

on

al

Trust

Care

Forgiveness

Pride

Fulfils Needs

Reliable

Better than

Market “WOW!”

Let Customers Connect with Your Brand

s

See the Emotional Response!!

s

How do Different Brands Compare …

RetailUnfulfilled Emotionally connected

How do Different Brands Compare…

BankingUnfulfilled Emotionally connected

Sale made every 5 Seconds, 85% Referred in last 3 months, Saving £150 Acquisition Cost, 92% Very Happy & 50% Less Staff Turnover!

How Would You Define Your Service?

s

What’s Your Best Example?

The 5 Modalities of Customer Engagement

s

Modality 1 - Visual

First Impressions Count – BIG Time

Think about ALL areas of your Business

Create a Real “WOW” Environment!

s

Create an Environment for Commitment

s

Focus on the Right things …

The 5 Modalities of Customer Engagement

s

Modality 2 - Auditory

Real Life Client Story ...

The 5 Modalities of Customer Engagement

s

Modality 3 - Kinesthetic

Even Buying Can be ACE!

The 5 Modalities of Customer Engagement

s

Modality 4 – Gustatory

The 5 Modalities of Customer Engagement

s

Modality 5 – O Factory

Change the Status Quo!

Emotions Customers Need to Feel!

Safe Valued Cared For

Trusted Focused On Missed

Why “ACE” Experiences Pay off

Pro

fit

ProfitIs a Direct Result of Repeat Customers

Emotion Destroyers that Kill Profits

Stress

Frustration

Disappointment

Unhappy

Hurried

Irritated

3 Reasons to Deliver Amazing Customer Experiences (ACE)

sA C

E

Emotional Connection

Financial Transaction

Strong Value Bond

Potential Raving Fan

“If your business requires Success before Commitment, it will never have either!”

Seth Godin Author of Tribes …

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