1. Customer loyalty – how do you get it?

2. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2

3. Workshop overview At this workshop the following will be addressed: › identification of customers and their needs › meeting customer needs › generating customer loyalty › making it possible for customers to complain › making unhappy customers loyal customers © smallprint 3

4. Workshop expectations What do you know about the topic? What do you need to know? What outcomes do you expect from this workshop? © smallprint 4

5. Topic 1 Customers: Who are they? © smallprint 5

6. Identification © smallprint 6

7. Interfaces © smallprint 7 Refining operations Manufacturing or processing operations Wholesale operations Retail operations End user Internal customers/ suppliers Stakeholder/ shareholder/ customer interests Interfaces Customer research Product design Supply/sale/delivery Inputs and constraints Supply/sale/delivery Other

8. Focus It must be all about the customers. If customer needs are not met there will be no customers. No customers = no sales = no income. © smallprint 8

9. What do you like? © smallprint 9 What you perceive as quality might be viewed quite differently by your customers.

10. Ask questions You might be surprised about what your customers need and want. © smallprint 10

11. Bundles Create a bundle that makes the customer happy. © smallprint 11

12. Activity © smallprint 12

13. Topic 2 Happy customers. © smallprint 13

14. Do your customers trust you? Build relationships © smallprint 14

15. Value propositions © smallprint 15 Dunno But what is good value?

16. Generating loyalty Relationships imply: › trust › honesty › interaction › common interests › intent to continue interacting › reliability › consistency © smallprint 16

17. Consistency © smallprint 17

18. Activity © smallprint 18

19. Topic 3 Different needs, different issues. © smallprint 19

20. Getting along with people © smallprint 20

21. Meet the challenge – value your customers © smallprint 21

22. Customers don’t expect you to be perfect. © smallprint 22 ‘They do expect you to fix things when they go wrong.’ (Donald Porter)

23. Negotiate a mutually acceptable solution © smallprint 23

24. Activity © smallprint 24

25. Topic 4 © smallprint 25 Effective problem solving = customer satisfaction.

26. Collect feedback © smallprint 26

27. Analyse and act © smallprint 27

28. Loyalty ‘Being on par in terms of price and quality only gets you into the game. Service wins the game.’ (Tony Alessandra) © smallprint 28

29. Activity © smallprint 29

30. Summary Before leaving today please share: › 1 thing you learned › 1 new practice you will undertake at work › 1 activity you enjoyed Thankyou for your attendance and participation. © smallprint 30