SERVE YOUR CUSTOMER DRIVE YOUR PROFIT!

Coach, Speaker, Business Development Expert!

Meridith Elliott Powellwww.meridithnow.com

Serve Your Customer Drive Your Profit!

www.meridithnow.com

Define customer service in this economy

Discover the revenue power

Get the whole team engaged

Customer service competitive advantage

Online customer service reputation

Serve Your Customer Drive Your Profit!

Define customer service

Discover revenue power

Competitive advantage

you

CreateExperience

DefinesReputation

Loyalty

DeterminesCompetitorAdvantage

DrivesRevenue

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Three Keys To Customer Service:Examine your touch pointsEngage your teamEnhance customer relationships

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Examine Your Touch points1. Brainstorm (pre, present, post)2. Create standards3. Quality, effectiveness, efficiency4. Touch points connect?5. Enhance touch points6. Ask customers – survey/ideas

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Group Break:Determine touch pointsChoose 22 ways to enhance

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Serve Your Customer Drive Your Profit!

Engage your teamWhy?Everyone’s jobImplementation is ownershipTrust -“positive experience consistently

delivered”Treat your team like a customer

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Steps:• Share the why• Define Roles• Define USP/value• Build community• Ask and listen• Accountability• Celebrate/rewards

Engage Your Team

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Group Break – Big Picture!Does customer service matter?

Why specifically?

How will customer service impact our overall business?

What type of benefits will the customer receive if we improve?

If there benefit to you if we improve?

So – then how would we define customer service?

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Listen and Enhance Customer Relationships

• Shift paradigm sales to service• Proactively contact customers• Ask great questions• Listen• Solve the right problems• Create opportunities

www.meridithnow.com

Serve Your Customer Drive Your Profit!

Group Exercise Loyalty Ladder

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Inventory productsName 10 best

clientsList 1 product

enhanceDefine whySet the service call

Advocate

Client

Customer

Prospect

Suspect

Serve Your Customer Drive Your Profit!

3 Keys to your service strategy:• Examine your touch points• Engage your team• Enhance customer relationships

www.meridithnow.com

Serve Your Customer Drive Your Profit!

If you do not take care of your customers, if you do not help them see opportunity, your competitor will!

Meridith Elliott Powell

Coach, Speaker, Business Development Expert

www.meridithnow.com