Successful businesses get their customers to return time and time again. Ignoring this pillar of customer centric loyalty puts you in danger of creating dissatisfied customers with grave consequences. It read more like an infomercial for joining enterprise than digging into the specifics that made them great at exceeding customer expectations. Kelly is new to the town and visits a departmental store for her monthly grocery shopping. Brad is always the highest rated speaker at any event in which he presents at and is best known for his signature session titled exceeding customer expectations which is the title of his first book. May 20, 2015 brad worthley shares his insights on how to provide exceptional customer service in his keynote address at the 2015 walla walla business summit. Clients all industries we had brad worthley at our sales meeting to present exceeding customer expectations the purpose was to fire up the area managers and enhance our stars training program.
In order to continually improve customer satisfaction, we stick to ten key principles of customer service and provide a fantastic customer experience. Brad will entertain you with great stories and hilarious examples of businesses that step out of the box and find ways to wow the customer. What does that look like from the customer s perspective. Sep 22, 2014 providing exemplary customer service comes down to taking ownership and responsibility for your relationship with your customer while exceeding customer expectations. There are some great historical takeaways from enterprise and the professional philosophy of jack taylor, the book really only captured surface information. Brad worthley is an accomplished business consultant with over 44 years of management experience. When a customer calls with questions about your offerings, they are likely fully prepared to be bombarded with sales pitches. What does that look like from the customers perspective. It is extremely clear that the businesses that have a culture of outstanding service are thriving, and the ones that give it lip service are dropping like flies. To me, this is one of the most essential aspects of managing a successful company operation. Review the key ideas in the book exceeding customer expectations by kirk kazanjian in a condensed soundview executive book summary.
This course addresses customer service from the point of view of the fire service agency. Jan 01, 2011 brad provides you with dozens of reallife examples of employees and businesses that have exceeded their customers expectations and created lasting memories. Advocates are not only fiercely loyal, but they also become promoters and tell other. Look for questions about your ability to deal with difficult customers and negative situations, among other topics. Here are 12 ideas to help you improve customer satisfaction. If your competition offers a better value, these customers will abandon you. Exceeding customer expectations is a firsthand look at the company that has been writing the book on customer service for the last 50 years.
Strategicmanagement whatenterpriserentacarcanteachyou. The information in this book is not only powerful in content, but you can apply it to your world immediately. The resulting interview will require you to go beyond simple factual responses. Apr 01, 2010 brad worthley is an accomplished consultant and behavior change specialist with over 35 years of business management experience. Businesses can no longer have the goal of meeting the customers expectations. She browses all the available products and finds nothing interesting about the store or its offerings.
They drop by the store, or visit a website, make their purchase, and continue on to their next task. The importance of exceeding customer expectations marketing. This session was voted as one of the top two keynotes in the world. Brad is best known for his signature session titled exceeding customer expectations which is also the title of his first book. Jan 09, 2018 startup stop exceeding customer expectations. This seminar is not only very powerful, but very fun as well and is always the highest rated seminar at any event brad attends.
Meeting exceeding customer expectations simply customer. To create immediate loyalty do this instead everyone wants to exceed customer expectations, maybe it is time to modernize your methods. So, in my book, customer satisfaction covers quality too. Some project managers like to include quality in there as well, and you can, but usually a customer wont be satisfied with a project that is delivered substandard. Learn vocabulary, terms, and more with flashcards, games, and other study tools. Customer expectations are higher than ever, yet loyalty is harder to come by. Brad accomplished that and so much more, his humor and enthusiasm was contagious. The key to exceeding these customer expectations is to remind yourself that your customers needs are always more important than your needs. Even though we are world leaders in our fields, we never take the customer for granted. Ken chenault, chairman and ceo, american express exceeding customer expectations provides an entertaining and insightful look into the customercentered culture and strategies that drive the. For most organizations, just meeting their customers expectations would provide a good experience. Exceeding expectations with brad allen about real estate marketing, real estate training, brad allen, south carolina in an industry that runs on commission, its easy to see why a lot of real estate professionals are reluctant to make a significant upfront investment in their clients. To survive the harsh business competition in any field, it is critical to talk to your clients whenever possible.
Jan 31, 2017 exceeding expectations with brad allen about real estate marketing, real estate training, brad allen, south carolina in an industry that runs on commission, its easy to see why a lot of real estate professionals are reluctant to make a significant upfront investment in their clients. The challenges of providing patients with a positive experience in healthcare are undeniable. The gap between expected and actual value that customers get is key to customer loyalty. Make recommendations, give offering comparisons to get the customer the best and fairest deal possible, and offer to transfer the call to sales. Customer expectations powerpoint template sketchbubble. Exceeding customer service expectations customers dont anticipate being blown away by the experience when they make a purchase. So set up feedback mechanisms to help you get to know your customers better.
Brad worthley exceeding customer expectations youtube. Downloadable pdf the ultimate guide to exceeding customer. Exceeding customer expectations november 22, 2017 when you hear the word hospitality the first thing that comes to mind are hotels, restaurants, cruise ships, or tourism. Brad worthley is an accomplished consultant and behavior change specialist with over 35 years of business management experience. This high powered four dvd set titled exceeding customer expectations is packed with innovative content that will change lives. Why its vital to make sure your customers are not just satisfied, but delighted, says derek bishop of culture consultancy. Exceeding customer expectations summary kirk kazanjian. There always must be a responsive support team available 247 to establish the sense of protection to each customer. Exceeding customer expectations brad worthley international duration. While walking down the street she comes across a store where the store manager welcomes her with 6 easy approaches to exceed expectations in customer.
Managing customer expectations how customer expectations are formed and identified during a project delivery master of science thesis in the management and economics. Meeting exceeding customer expectations meeting customer expectations plays a major role in experience. Customer satisfaction surveys are highly effective feedback mechanisms for many. Table 2 shows specific examples of some customer expectations of the organizations interviewed for this white paper. Customer expectations a great deal has been written about becoming customercentric, understanding customer expectations, and operating with the customer as the focus. To create a great experience you have to define which areas that customers most value and exceed these aspects of the customer experience.
The ultimate guide to exceeding customer expectations is essential in establishing and sustaining a strong customer service culture. Brad worthley shares his insights on how to provide exceptional customer service in his keynote address at the 2015 walla walla business summit. In a world where it is becoming easier to switch product or provider, meeting or exceeding your customers expectations goes a long way in helping develop a longterm. How to exceed customer expectations with 3 examples. Exceeding guest expectations indian gaming magazine. Customer acquisition cost is the most expensive part of doing business. Utilize your time and efforts while drafting an impressive presentation. Simple steps to exceeding customer expectations volume 2. This is danny ryan and welcome to the threewill podcast.
Our area managers and staff members were engaged and enthusiastic. Brad worthley owner brad worthley international linkedin. Organizations can no longer have the goal of meeting the customer s expectations. Nov 24, 2014 for most organizations, just meeting their customers expectations would provide a good experience. This book is a must read for all employees, in all industries, regardless of their job responsibilities. Brad provides you with dozens of reallife examples of employees and businesses that have exceeded their customers expectations and created lasting memories.
He is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people in a wide range of industries throughout the world since 1991. Without our trusted partners, ceco would not be the company it is today. What does exceeding customer expectations mean to you. Exceeding customer expectations brad worthley international.
Customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services. Customer expectations a great deal has been written about becoming customer centric, understanding customer expectations, and operating with the customer as the focus. Enterprise founder jack taylor and his son andy taylor, chairman and chief executive officer, attribute the companys success primarily to a simple yet. Customer service and customer experience is now seen as a clear differentiator between brands. Listen to exceeding customer expectations by brad worthley for free with a 30 day free trial. The goal must be to exceed each customer s expectations so that we create advocates. Exceeding customer expectations ceco is a national brand with a regional presence, providing facetoface service so that we can personally help your business grow in the markets you serve. The ultimate guide to exceeding customer expectations brad worthley on. Customer loyalty is the key to longterm sales success, and exceeding customer expectations is the best way of achieving it. Most healthcare organizations work hard to meet the basic level of service standards demanded by their patients, governmental regulations, and the marketplace. Listen to unlimited audiobooks on the web, ipad, iphone and android. Clients all industries brad worthley international.
The ultimate guide to exceeding customer expectations. Exceeding customer expectations 8 scenarios on how to deliver. Managing client expectations is all about communication. Defining these areas implies knowing what the customers expectations are. Jan 19, 2017 the key to exceeding these customer expectations is to remind yourself that your customers needs are always more important than your needs. Listening is critical to exceeding customer expectations. More than ever, customer service is becoming the number one differentiating factor between businesses. The best example i have experienced of exceeding customer. Thank you again, bruce, for joining me for the podcast. It is brads highest rated seminar that is applauded worldwide as one of the best in the industry. Simply meeting the customer s expectations creates a base of customers who are apathetic not loyal.
This should be the first port of call in your journey to exceeding customer. Its tough to meet customer expectations, let alone exceed them. The majority of customer service operations still do not measure the reason why customers call, at least not in an ongoing and analytical way. Nov, 2019 customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services. It will cover the skills and knowledge necessary for fire service staff at all levels of the organization to understand methods and gain ownership for exceeding their customers expectations. If youre applying for a job that requires extensive public contact, expect a hiring manager to probe your ideas of exceeding customer expectations.
510 516 1537 345 1125 1389 1239 903 21 821 1142 1301 1318 616 363 936 1453 1640 532 167 1277 22 80 143 1036 1205 958 83 724 593 1208 44 668 680 335 994 962 1362 588 1113 87 855 722 1251