Cust. Sat
NPS is...
A measure of Loyalty
People buy first...
A person (Trust)
First step to loyalty
1st appointment
# 1 reason employee quit
Their manager
2 important steps in the customer journey
The beginning and the ending
The best definition of Benefit
WIIFM
The most important step in Concern Resolution
Trends analysis
# 1 factor of employee satisfaction
Appreciation of a job well done
FRFT increase Cust Sat.Y/N
No it's a basic expectation
One product that help loyalty
Tires
A 5% increase in retention..
can increase profit by 25 to 95%
The best definition of Leadership
Leadership is all about growing your people
Treat the customer like you want to be treated T/F
F Treat the customer the way THEY want to be treated
The % of success of selling to a loyal customer
60% compare to 20% to a new customer
A new way to increase loyalty
Pick the vehicle at home or mobile service
Leader ship is a skill that can be learn T/F
True can it be learn through training and, coaching.
Most important factor for Cust Sat.
Convenience
...... are single the largest defection point
Tires
Definition of ''The Waterfall''
The % of customer we keep over the year
# 1 reason employee thrive
Their manager