tom hudgin gala 2010 creating loyal customer relationships

8/8/2019 Tom Hudgin GALA 2010 Creating Loyal Customer Relationships

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Creating Loyal

Customer Relationships

Alpacas & Llamas



YOU WANT ME TO DO WHAT!!?



Creating Loyal

Customer Relationships

Alpacas & Llamas



DON¶T GET NEAR THEMTHINGS«THEY SPIT AT YA!

OR

WINNING ATALPACA & LLAMA

PUBLIC RELATIONS



THE ISSUE

About 1/2 of the adult populationhasn¶t a clue what llamas andalpacas are.



OUR GOAL

t t li t

l



PUBLIC RELATIONS EVENTSTHAT WORK

1. DAILY NEWSPAPERSWEEKLY PAPERSLOCAL MAGAZINES

TV



PUBLI LATI TS THAT



PUBLIC RELATIONS EVENTS

THAT WORK

3. FESTIVALS,

ARTS & CRAFTS SHOWS

SPECIAL PUBLIC EVENTS



PUB IC RE A IONS EVEN S

HA ORK

4. CI Y, COUN Y AND

S A E PARKS



Be willing to color outside the box toattract customers



Y O U R I A G E ?



Your tea ust be³on stage´ infront of custo ers.

ire people ho can play roles.



F IR S T

I P R E S S IONS

P e o p l e f o r m o p i n i o n s o r p r e j u d i c e s ab o u t y o u a n dy o u r c o m p a n y w ithin th e

f i r s t m i n u t e th e y m e e ty o u , s e e y o u , ta lk to y o uo n th e t e l e p h o n e o r s e ey o u r c o m p a n y 's fa cilities .



Treat customers as

your personal friends.

Be loyal to your

employees



PERCEPTION

PERCEPTION

PERCEPTION

PERCEPTION



Ask your friends and family-

³What do you think are our

customers¶ first impressions?´



BEST

MEASUREMENTS F R SUCCESS

* Cu tome pe eption

* Cu tome etention



Yo u r s u c c e s s ,

e v e n s u r v i v a l ,

d e p e n d s o n

r e p e a t c u s t o m e r s .



Customer Retention

_____________________________________

* ou must be

anesse

ntialresour ce to your customer

* eet ith your customers

often - Stay in touch



Cust mer Rete ti

______________________________

* F cus t e sec sale.

F ll up it i a eekr t .



Cus omer Re en ion

_____________________________________

* Don¶ ignore people

* Tell cus omers ha hey cando, no ha hey can¶ do



Cus omer Re en ion

_____________________________________

*You

ini ia e he conversa ioni h your cus omer

* e personally involved i h

your cus omer



Cu o r Retention

O er u to er in entives ±iscounts second ti e r oundsmall ser vice or r ee



80% o c stomers holeave ere satisf ied.

M st f oc s on a s tohel them e more

successful.



uni te Frequently ±

elephone e inar ail pe ial

e letter e inder

Flyer oliday ar ds ir thdays



Must reate a

W WS

ituation

What akes ou diff erent?



hat you are selling«

Relationships



CREATING ELIGHTED CUST ERS ______________________________________________

y ANTI I ATE Y U USTOMER S NEEDS

ROVIDE SOLUTIONS

y GO BEYONDWHAT YOU ADVERTISE

EXCEED YOUR CUSTOMER¶S EXPECTATIONS



CREATI ELI TE CUST MERS ______________________________________________

y GIVE EXTRA ATTE TI

y ASK F R A LISTE T FEE ACK



FOLLOW-UP

y T d m f q

y V f m

f

Invite them to visit ou egularly

y Give them inf o about f ar ms in their neighborhood



FIRST COMPETITOR

IS INDIFFERENCE!



One f arm member ho creates a bad customer ex er ience can ruin our

chances for f uture sales.



You r ompeti i t

our el i ...

Your ustomer s per ei e ou s ost

You e even minor r m or nimal pr oblems

You ar e not

willing to elp

them

towar s being successful



Is this the custo e

r e a

tions

hip you

ar e cr ea

ting?

Re ationships



The key to customer delight is not

excess but opportunity.

Look out for the out-of-ordinary

situation:

A complaint

A question

A special requestA chance to go that extra mile



THE L N

Your mi ion

hat ar you selling

ho ar e your customer sho ar e your competitor s

hat is your mark eting campaign

How ar e you going to advertise



THE L N

hat ar e you f ar m assets

hat ar e your liabilities

hat ar e your costshat ar e your r evenue pr ojections

hat is your right image str ategy

How can you hel p your customer s

be mor e successf ul hat is your f ollow up plan



ho Are our ustomers?

1. Why do they a t to buy f r om you?

Quality of a imals

ar m ser vices off er ed

ta d behi d hat you sell el he ever they ar e i tr ouble

rice

Relationshi s you have cr eated

Location



2. How can you retain your

customers?

3. hat do they really think of

you?

Perceptions

Feedback



Competitors

1. Why do they exist?

xcess market capacity?

Bring something special?



2 . ow do co m petito rs o er a

³be tter value´ to custom ers?Pe rceived quali ty

Price

W ay you do bus iness

C redit term s

N icer people

3 . W hich cus tom ers are your

com petitors interested in?

4. W hat is your com petitor¶s

cost basis?

ow do they make m oney



5. ow uch etter o you ha e to

o to co pete?

er ices an pr o ucts ust e

significantly etter

Convince custo er s to switch

6. If you wer e the custo er, woul

you choose your self ?

hings that annoy you

evel of convincing

What is i por tant to you



Disney odel ______________________________

DRE M ± bigger, be er

DARE ± change, cus o er needs

ELIEVE ± can do i DO ± ge on i h i

Y d l



Your odel ______________________________

REA ± greater success

ARE ± to continuallyimprove, customer needs

BELIEVE ± can do it O ± get it done



Customers must become

emotionally delighted



YOUR SECRET WEAPON

Cr eate a l lasti , ac st mer r elati shi .

You set the ther mostat.



Loyal ustomer

Relationships

Equals Enhance Sales

tom hudgin gala 2010 creating loyal customer relationships

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