Clients will be satisfied with a good product and an acceptable service. Clients will be loyal if the product is great and the service is exceptional.

However clients will be Raving Fans if the product is the greatest and the service is memorable.

What do you DO to be memorable? What reasons do you give your customers to talk about you to others? What do you provide that makes your customers think about you with a smile and want to return?

Create a memorable experience and your clients will become your unpaid sales force.

Christmas is a time of giving. So this Christmas, put some time aside to name the unique service experiences you want to give to all of your customers in 2009. Create a plan that shifts satisfied to loyal and watch your customer base expand and your profits rise.

For further advice about your business contact Stefan Kazakis or apply for a complimentary coaching session.

Customer loyalty pays serious dividends, so it is worth serious investment. By deliberately focusing on this area you will create an increased sales pipeline, you will be allowed to make an increased profit, you will lower the cost of acquisition, you will increase your referral business, your reputation and most importantly… your testimonials.

Testimonials are that crucial. It is a fact that your most profitable customers will inspire word of mouth marketing, which is the most cost effective marketing stream of them all.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Loyalty is when a customer will not only do business with you, they will also tell others how great you are and bring more people to buy from you more often. Real customer loyalty helps you build profit because it’s not about price it’s about an experience.

Loyal customers don’t think about price. They look forward to what you have on offer and how it will build on their relationship with you.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Why do customers choose you?

1. Because of You (predominantly they bought you)
2. Word of Mouth advertising (what others say about you)

It sounds obvious but there is genius in this simple message. You want your customers to buy from you BECAUSE you are you. Not because of the product or service you provide. Customers shouldn’t even be thinking much about your product or service – it should be so good that quality is assumed.

What you want them to do is talk about YOU and talk about you to lots of other people. You want to inspire the kind of loyalty that inspires Mac users to lampoon PCs, Levis wearers to cut their old jeans into shorts rather than buy a different brand, Coke drinkers to drive to the store rather than drink water free from their tap. What are you giving your customers to talk about? What actions do you inspire?

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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1. Something Outstanding
2. Something OK
3. Nothing
4. Something bad
5. Something Real bad

Unless you’re after Britney Spears type notoriety, you want to avoid options 4 and 5. And if you want to cultivate customer loyalty and customer return over plain old customer satisfaction, you only want to be hitting option 1. Every single time.

As the service or product provider it’s exciting to understand YOU get to choose your reputation…  it’s not just the product or service, it’s the experience.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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“Satisfaction Guaranteed or your Money Refunded”. Recognise this? It’s one of the first advertising slogans of the modern age. Written in 1869 to promote Eaton’s department store in Toronto, Canada.

At that time, the slogan had a huge impact. Today – we’ve seen it a thousand times. Number one – it’s so familiar it’s almost invisible. Number two – do you really believe it? Number three – it simply isn’t enough.

Having satisfied customers should be the LEAST of your customer service goals. A satisfied customer was content with your service. They enjoyed your product. End of story. Next time around they may remember you or they may not. You will slip into the category of many satisfying but unmemorable consumer interactions all of us experience dozens of times a day.

If a customer has bought from you once, how do you ensure they come back?

It’s one of the biggest challenges any business faces. Especially in today’s market over saturated with choice.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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1. People need to be appreciated.
2. Staff members need to know that they’re making a difference and that their contribution is very noticeable and relevant. Try and catch them doing something great! The problem many businesses have is disinterested employees, as we don’t know how to encourage and grow them.
3. Our people and TEAM is #1 and they will look after everything. Call it Tight ‘Rules of the Game’. Good is great and bad is fixable once.
4. The foundation is the people. It is embedded in the Culture and it starts with the Leader.

Implement strong core values, create a powerful culture and enjoy seeing both your people and your business rise up during challenging times.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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1.  High Performance Challenge ( when was the last time you put a challenge & stretched the team?)
2. A Bias for Excellence ( the elimination of exceptions, our habits are excellent we are habitual so create a culture of excellence.)
3. A Bias for Solutions (solution focused)
4. A Bias for Urgency (don’t leave to tomorrow what you can do today)
5. A Bias for ‘Self Monitor’ assessment (people are self correcting ,if provided this landscape, attitude determines altitude)
6. A Bias for Accountability (A commitment we make to ourselves should be as sacred as the commitment we make to others)
7. A Bias for Transparency (what you see is what you get, integrity, trust, honesty)
8. Do the RIGHT thing (if you need to question ‘Right’ then it’s not ‘Right’)

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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The right core values and culture will help you achieve extraordinary results. The people you work with can be more effective if you create an environment where each helps each other create synergy. Not only does this create a positive (and productive) working environment, it is essential for you as a leader. Without the people who can run your business you’ll trap yourself in the business forever.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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Your employees need to understand how they can conduct themselves to please you and your customers. They appreciate a reminder when they have missed the mark and understand with clarity where they can improve. And they want to know the rules aren’t a moving target or prone to selective enforcement (the importance of consistency).

Your core values will do all of that for you, if you take the time to find out WHAT they are and HOW you can make best use of them.

My name is Stefan Kazakis and I’m the guy to call when you need to think BIG (ger)

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