HIDDEN CUSTOMERS Key to Everything Good Lin O'Neill - Futures Consulting

Who are the “Hidden Customers”? Employees Vendors Others Lin O'Neill - Futures Consulting

HOW CAN YOU HIRE GOOD “HIDDEN CUSTOMERS”? Share Your Vision Use Scenarios Communicate…often Reward Appropriately Lin O'Neill - Futures Consulting

BEST WAY TO TRAIN “HIDDEN CUSTOMERS”? Use a “Buddy System” Require Individual Growth Plans Use Employees in Customer Focus Groups Train Employees in BI Lin O'Neill - Futures Consulting

BEST RECOGNITION PRACTICES for“ HIDDEN CUSTOMERS”? Based on Individual Needs Extroverts vs. Introverts Extrinsic vs. Intrinsic Motivation Recognize Frequently Behavior that is recognized… Will be repeated!!! Lin O'Neill - Futures Consulting

RETENTION STRATEGIES for “HIDDEN CUSTOMERS”? Emphasize your Retention Goals to EVERYONE! Lin O'Neill - Futures Consulting

EXAMPLES of EXAMPLARY “HIDDEN CUSTOMER” CULTURES? NORDSTROM ZAPPOS APPLE L L BEAN SOUTHWEST AIRLINES ??? YOUR COMPANY??? Lin O'Neill - Futures Consulting

HOW DO YOU KNOW YOU’RE MANAGING YOUR “HIDDEN CUSTOMERS” WELL? Retention Rates Escalate, internally and externally Referrals Climb Social Media Acknowledgements Grow “Regular” Customers Comment Positively to Your “internal Customers” [Employees] AND MORE… Lin O'Neill - Futures Consulting

What’s the Cost??? Just Look at the Metrics: Less Recruiting Costs Increase in Sales from both New and Existing external Customers Increased “Internal Customer” [Employee] Pride “Internal Customers” [Employees] Train Each Other and Ensure Exceptional Service “On Balance,” this is a Cost Saver AND a Revenue Generator!!! Lin O'Neill - Futures Consulting

THANK YOU!!! L IN O’N EILL F UTURES C ONSULTING