Turn Your Customer Experience into Cash with the Customer SMARTS System by Norma Huibregtse of Captivated Customers. Learn the customer experience strategies you need to succeed in this new economy.
15. Customer S.M.A.R.T.S. S trategize with a Customer Service Plan M aster a Customer Service Culture A ccelerate Word of Mouth Marketing R aise Customers up Loyalty Ladder T urn up the Customer Conversation S taff and Train for Customer Service
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18. M = Master a CS Culture Your Culture is an ASSET
19. M = Master a CS Culture Customer-Centric Culture “ It is placing the customer at the center… focusing on customers rather than sales.” Source: Dictionary.com
20. M = Master a CS Culture Customer Service Plan Management Engagement Employee Engagement Develop a Customer-Centric Culture
21. A = Accelerate WOM Marketing Customers are Your Outside Sales Force
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24. A = Accelerate WOM Marketing Publicists Raving Fans Advocates
32. Customers Want Relationships First Impressions 68% of your Customers leave you because they feel poorly treated Source: TARP
33. T =Turn Up the Customer Conversation Dave Carroll on YouTube
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35. T =Turn Up the Customer Conversation Monitor Customer Sites
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38. S = Staff and Train CS Ambassadors ASSOCIATES SERVANTS ADVOCATES
39. S = Staff and Train CS Ambassadors “ You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney
40. S = Staff and Train CS Ambassadors Who You Hire Matters!