More blogging from NACCM.
If you´re looking for a general session speaker for your organization´s next conference, you might consider Chip Bell, author or co-author of nine books on customer service or management. Chip is the third general session speaker I´ve seen at NACCM and the one who could best provide relevant information to all of your organization, not just those concerned with implementing customer management processes.
Not only is he funny, but he also provides information that just might convince your staff that "customer devotion" is good for business.
For example, 75-80% of customers who leave an organization say they were satisfied with the value they received. When customers are "satisfied" they take you for granted. Don´t focus on customer satisfaction; focus on customer "devotion."
Chip outlined a seven-step process that should create intensely devoted customers.
He also mentioned that many of you pay $33 for a gallon of coffee. Do you believe that?
Well, if you´re a devoted Starbucks customer you do. (A gallon of Folgers costs 55 cents.) Starbucks is an example of a brand that´s grown to cult-like status. It is not the product; it is the experience. Chip believes your business should focus on the customer´s experience, not on your product.
I spent a few minutes surfing his Web site. Check it out; he has free articles and other information that may be useful to you.