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Customer Service Creating Raving Fans
30th Jun 2020 @ 9:00 am - 11:00 amR395
Having satisfied customers is no longer enough, we need raving fans.
It is 5 times more expensive to attract new customers to your business than to keep existing ones. It is 15 times more expensive to get back lost customers. In this presentation, Richard Mulvey will explain how to create exceptional customer service that will keep your customers coming back over and over again. To succeed however, having satisfied customers is just not enough, you need ‘Raving Fans’
During the presentation :
We will find out how to create Raving Fans
We will explore the three areas of customer care: Your People, Your Systems and Your Product
We will discuss how each individual can improve their customer interactions
We will explore how to handle Customer Complaints
We will find out how to Measure Customer Satisfaction
We will also be exploring:
How to make your customers feel welcome
How to use good body language
The importance of flattering your customers
How to make them feel like a close friend coming into your home
How to create the right impression every time
How to ask the right questions
How to listen
How to make friends with your customers
A Raving Fan will not only come back to your business but also tell their friends what a wonderful experience it has been doing business with you. Studies prove conclusively that peer-to-peer marketing out ranks all other ways to grow your customer base.
The average consumer mentions specific brand names 60 times in a week. Are they talking about your brand?
82% of customers proactively seek referrals from peers before making a purchase. Do they mention your company?
92% of consumers trust referrals from people they know. Are they referring your company?
The average small company gets 60% of its business from customer referrals. Where do your new customers come from?
Word-of-mouth as the #1influencer in the purchasing decisions for big-ticket items.
49% of consumers indicate friends and family as their top source of brand awareness.
Referred customers are 400% more likely·to refer customers to your brand than non-referred customers.
Conversion rates for word-of-mouth recommendations are 3-5 times higher than those of non-referred prospects.
We all need to take advantage of the opportunities created by developing Raving Fans in our business