Front - AZ Teambuilding sro

UNClE FRANK’S 21 SECRETS OF CREATING A mONEy-mAKING CUSTOmER ExPERIENCE REvEAlEd!
sure that every guest who comes to the Walt Disney World Resort
has the most fabulous time of his or her life.” They go above and
beyond what’s expected. It means if you have to bend over backwards
to make a customer happy, even if you have to stay late, even
if you have to call all over the world to find whatever they’re looking
for — do it. Do you expect that from your team? If not, what
could you do to make it reality?
18. get people talking
One of the keys behind the success of Apple was the immense loyalty
they built among their customers. And few people go to a Disney
resort without raving about it when they get home. If you can
get your customers talking positively about their experience with
your business, they become raving fans and will be invaluable allies
in marketing and growing your business.
19. treat cUStoMerS aS FriendS
You want people to feel that you care about them and that it’s not
just all about money. Little things like remembering important personal
details or sending a birthday card can make all the difference.
20. alWayS Make tHe cUStoMer rigHt
Disney cast members are taught that every customer is special
and that each interaction between a customer and staff is a link
in the chain of the customer’s experience. They understand if they
do something wrong, they are erasing the customer’s memories of
good treatment up to that moment. But if they do something right,
they can undo any wrong that may have happened before.
21. Make a diFFerence
A key principle at Starbucks is the idea that you should get the
chance to “Leave Your Mark.” The idea is that we are not just in
business to sell things; we should also make a difference in the
world. That may be about being socially responsible, about being
involved in our communities. What is your business doing to make
your community a better place? And have you told your customers?
The success of businesses like Apple, Starbucks and Disney shows that
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