A Customer Complaint is a Hidden Gift

The Strategy Guy

Today’s Agenda

• Group Introductions • Pulse Check• Ground Rules for success• Moderator Introduction• Case Study• Tools• Q & A• Pulse Check, Summary & Close

Group Introduction

• Your Name

• Your Company / Organization

• Your Role

• Your Passion

Pulse Check

Some Rules for Success

• Cell Phones OFF

• Equal Status

• Own Your Own Experience– Be specific

Moderator Introduction

• Customer Service @ 14 years of age

• The Strategy Guy

• Productivity Transformation

• Human Capital Transformation

I Have a Complaint for You

Case Study - Facts

Case Study - Facts

Let’s do the Math• New customer acquisition cost = 4x– New employee cost = 1y salary

• 8 to 10% of No Problem Reported = Don’t return– 10 to 25% depending on product performance

• 14% of Satisfied w/ Problem fix = Don’t return

• 70% of Unsatisfied w/ Problem fix = Don’t return

• 45% of Problem NOT reported = Don’t return

What can you do?• How many total clients do you have?– Look for the problems– Fix the root cause

• Ask your clients for specifics?– Did this ever happen before?– How is it impacting your business?– Fix the client first!– Cycle your feedback into production!

• Change “satisfaction” mindset to an “enthusiastic recommendation” mindset

Case StudiesFix the Customer First Philosophy• Ristaurante DiLullo

• MBI Corporation

• Sun Microsystems

• Hewlett Packard

The Rewards

• Yourself– Emotional

• Your Organization– Financial

• Your Client– Peak Experience

Self-actualizationSelf-actualization

Esteem needsEsteem needs

Belongingness & Love needsBelongingness & Love needs

Safety needsSafety needs

Biological & Physiological needsBiological & Physiological needs

Peak Experiences

“there are moments of ecstasy which cannot be bought, cannot be guaranteed, cannot even be sought…

…but one can set-up the conditions so that peak experiences are more likely, or one can perversely set up the conditions so that they are less likely”

Abraham Maslow

What should you measure?

Don’t Get Bogged Down By Tools• KPI’s– Pick just 1

• Dashboards

• Net Promoter Score– Questions– Recommendations– Continuous Improvement

• Customer Satisfaction Surveys– Close-to-the-Customer

Feedback & Tools

Pulse Check

Remaining Questions

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