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it’s aGREAT DAY!it’s aGREAT DAY!
JohnObidi
bankolewilliams
serviceExperience.
WOW
customerService.
What is customerService?
Customer service is the least expectation of a customer from a
service provider.
It is not a privilege to the customer, it is his
right!
So why aim for the
BOTTOM!
seasons
Something
Unprecedented
happened in banking
2010
By the first week of
April 2011, most
Nigerian banks
published their
financial accounts for
the year ended
December 31, 2010.
For the first time ever,
all Nigerian banks
published
statements of accounts
for an equal 12 month
operating period at
just about the same time.
customerservice
is DEAD!
The fact is that …
Systems, Technology,
processes & products
deliver customer
service
CUSTOMER SERVICE
IS NO LONGER ENOUGH.
Even technology offers good customer service
4Main dimensions
Customer Experience
Welcome Service Delivery
Closure Follow up
The fact is that …
Only exceptional
people can deliver
WOW
SERVICE
The fact is that …
We need to touch
the customer’s
emotional
dimension
The fact is that …
Customers pay more
when compelled by
emotions than they do
when compelled by
logic
what is your service
like?
memorably bad?
forgettabl
y
average?
memorabl
y great?
SERVICEexperience.
WOW
involves moving
from
ordinary service
SERVICE
UPER SERVICE
superlatives
elicits the use of
superlativesuːˈpəːlətɪv,sjuː-/
adjective. an extraordinary expression of praise.
“Imagine GTBank delivering Superlative Service”
good
okay
alrightnice
Just there
How would you RATE this service
customerservice
out of this world
exceptionalwow!
too much!
fantastic
mmwwaaahh!How would you RATE this service
Amazing!
customerexperience.
exceptional
customer service + x
customer acquisition STRATEGIES
acquisition acquisition
acquisitionacquisitionacquisition
acquisition
acquisitionacquisition acquisition
experiential marketing
customer referral
promise of value
“keys to winning the heart of your
customers”
don’t get the money at the expens
e of the
heart
transaction paradigm
relationshipparadigm
transaction driven
connection driven
servicefacts!
