Shift Happens!® When The Customer Experience Is About WIIFM

Shift Happens!® When The Customer Experience Is About WIIFM

It's about bringing the Customer back by creating transformational experiences not transactions.

Success is not about incremental improvements. Success is about bold, fundamental changes that create customer insistence. It is about repeat business, referrals, and retention. Bottom line: What's In It For Me (WIIFM) and me is the Customer. Oracle recently conducted a survey that revealed that only 1% of all Customers are truly satisfied. Most people find change-shifts- particularly rapid and unpredictable change, frightening and upsetting. Nevertheless, turbulence and change are not going away; instead, they will become more pronounced. You want Customer insistence that develops a pattern of repeat transactions. Customers need experiences that harmonize impressions with positive results. Giving flowers, candy, and compliments are basic to most dating relationships. Providing extras is also important to gaining customer insistence. A dramatic shift in the basic relationship between consumers and companies is inexorably transforming industry after industry. As a result, engagement has become as basic a business requirement and it needs to be part of your desire to create a D-A-T-I-N-G relationship with your customers. Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. How do you create customer insistence? Whether you need a keynote, half or full day workshop we all need to re-learn how to build Customer rapport, handle problems and complaints, communicate, deal with difficult Customers, and become a Customer advocate. It's valuable to go outside your own industry to look at the skills and value-added processes from other areas, to see what people in other industries are doing, and how they're doing it. I apply those principles to your own industry to conclude Customer transformations on a positive note. What will they learn? Six steps to creating great customer service and retention to identify and capitalize on flexibility, innovativeness and stress tolerance. I provide an action summary they can use to reinforce the D-A-T-I-N-G techniques on a daily basis. Do you want to know more? Download his free AHAs.

James D. Feldman CSP, CITE, CPIM, CPT, PCS — Motivational Speaker

James D. Feldman CSP, CITE, CPIM, CPT, PCS

The Nowist™ Transformation Advisor Delivering Real Results

James communicates thoughtfully, prepares carefully, arrives early, and is perfectly prepared. He understands how to use all 5 senses for active participation and leverages his expertise using licensed movie scenes to drive content points home now. James' unconventional path to business and personal success has taught him that winning in business and in life requires anything but conventional thinking. It requires 3D Thinking™

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