Do Your Customers Love You? By Rolf Kramer at Engage 2016
Transcript of Do Your Customers Love You? By Rolf Kramer at Engage 2016
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?