Customers, love them or lose them Jonathan Winchester CHIEF EXECUTIVE
Customers, love them or lose them
Jonathan Winchester CHIEF EXECUTIVE
a little about me
perception is
king!
a golden fact
80% = 8%
who is your number one customer?
customer groups
Suppliers
Paying Clients
Media
Potential Clients
Staff
Management /
Owners
Competition
five great tips
1. Deal with any tension
2. How does your colleague feel?
3. A joke a day……
4. Knowledge = Confidence
5. Reward and Recognition
where does the first impression begin?
first impression
Phone
Answer Phone
Social media
Car Park
Networking
Advertising
Reception
Web
You
before…
after…
five great tips
1. Walk your customer journey
2. Director of first impressions
3. Name badges
4. Use the customer’s name
5. Inspired branding
moments of truth
how do we communicate?
1. Tone of Voice
2. Words we use
3. Body Language
instant win
body language
78%
when it all goes wrong
0
25
50
75
100
On Board Auckland Hotel
feedback is the breakfast of champions
feedback
Weak Strong
Written
Survey
Phone
Survey
Focus
Group
Ask
them!!
Mystery
Shopping
pmmfs
Customers, love them or lose them
Jonathan Winchester CHIEF EXECUTIVE