Do Your Customers Love You?

Rolf Kramer

@kranect rolf@kranect.com

Center of the Universe

So How Do You Get Your Customers to

Love You?

Agenda

• How Do You Recognize Customer Love?

• Three Legs of Customer Engagement

• Implementing and Monitoring Engagement

• Key Takeaways

Do Your Customers Really Love You?

Are…

– your calls returned?

– you getting repeat business that

they initiate?

– you getting referrals?

– you receiving thank you cards?

– you connected to them

personally?

The Three Legs of Customer

EngagementEmployees

Starts with Employees

Are they…

– Happy?

– Engaged?

– Willing to go

“above and beyond”?

The Many Routes to Employee

Engagement

A Candidate Experience…

Ensuring Candidate Engagement

+ +

=

Its Always about the Customer

Client Engagement

Principles of candidate engagement hold true…

+ +

=

Monitor and Implement

Engagement

Be Data-Driven

Build a Culture, a Community, and a

Network

Customer

Get Involved!

Key Takeaways

• Platinum rule

• Your employees are the foundation

• Candidates

• Clients

• Network

• Give back

• Be data-driven

• Have fun

Questions?