LOVE Us

1
Make Guests
LOVE Us
Not LEAVE Us
HSMAI Dallas Michael Cunningham, Signature
Worldwide
2
Todays Agenda

• What is LOVE?
• What is LOVE Worth?
• How does LOVE Work?

3
Who do you LOVE?
4
Howard Schultz, Chairman

• You get more than the finest coffee when you
  visit a Starbucksyou get great people,
  first-rate music and a comfortable and upbeat
  meeting place.
• We establish the value of buying a product at
  Starbucks by our uncompromising quality and by
  building a personal relationship with each of our
  customers.
• Starbucks is rekindling Americas love affair
  with coffee, bringing romance and fresh flavor
  back to the brew.

5
Howard Schultz, Chairman

• You get more than the finest coffee when you
  visit a Starbucksyou get great people,
  first-rate music and a comfortable and upbeat
  meeting place.
• We establish the value of buying a product at
  Starbucks by our uncompromising quality and by
  building a personal relationship with each of our
  customers.
• Starbucks is rekindling Americas love affair
  with coffee, bringing romance and fresh flavor
  back to the brew.

6
Starbucks Facts

• Founded 1971, Seattles Pikes Fish Market
• Over 10,000 locations worldwide
• Over 33 million customers PER WEEK
• 10,000 IPO investment (1992) is worth 587,264
  today (Annual Return of 412)
• Howard Schultz - 487 Million in stock alone

7
What is LOVE?
HSMAI Dallas
8
loy ? al ? ty n.

• A feeling of devoted attachment and affection
• Source dictionary.com

9
loy ? al ? ty n.

• Prefer your company
• Spend more (frequency/duration)
• Provide customer referrals
• TOP BOX in 3 key survey questions
• Rate your overall experience
• Will you come back?
• Will you recommend us to a friend?

10
Customer Experience Zones
Pain
L3 (Loyalty) Scores
What Its Worth to Your Business
Source American Society for Quality
11
pain n.

• Suffering or distress
• Often fail to meet customer expectations
• Sometimes we are unhappy, but we cant leave
• Source dictionary.com

12
Customer Experience Zones
Pain
Satisfaction
L3 (Loyalty) Scores
What Its Worth to Your Business
Source American Society for Quality
13
sat ? is ? fac ? tion n.

• The fulfillment of a need
• Generally meet customer expectations
• Source dictionary.com

14
Customer Experience Zones
Pain
Satisfaction
Delight
L3 (Loyalty) Scores
What Its Worth to Your Business
Source American Society for Quality
15
de ? light n.

• Great pleasure joy
• Positive surprise
• Exceed customer expectations 1 time
• Source dictionary.com

16
Customer Experience Zones
Pain
Satisfaction
Delight
X
X
L3 (Loyalty) Scores
X
X
X
What Its Worth to Your Business
Source American Society for Quality
17
The Impact of Love
Pain
Delight
Satisfaction
Quit Tell Others Dont stay within the
brand COST
Buy until Demanding Not Advocates Some Value
Buy Often Spend More Tell Friends HUGE
18
love n.

• A deep feeling of affection
• A feeling of intense desire and attraction
• Consistently exceed customer expectations
• Source dictionary.com

19
loy ? al ? ty n.

• A feeling of devoted attachment and affection
• Source dictionary.com

20
What is LOVE Worth?
HSMAI Dallas
21
What is LOVE Worth?
65

• _______ of all customers who left for a
  competitor report being SATISFIED with the
  previous company
• Source Harvard Business Review

22
Adding It All Up

• 96 do not complain to anyone who may be able to
  help them
• 90 with unresolved complaints will never return
• 60 with resolved complaints will return
• 95 will return if they feel their complaints
  were quickly resolved

23
Why Customers Quit

• 1
• 3
• 5
• 9
• 14

• Die
• Move
• Relationship
• Competition
• Product Dissatisfaction

32 ?????
24
What is LOVE Worth?
68

• of customers leave due to
• An attitude of indifference
• from just 1 employee
• Source U.S. News World Report

25
What is LOVE Worth?
26
What is LOVE Worth?
27
What is LOVE Worth?
28
What is LOVE Worth?
29
What is LOVE Worth?
30
What is LOVE Worth?
31
What is LOVE Worth?
88,400
32
One Cool Formula
Delivery
D -
V
Value
Expectations
E .
33
One Cool Formula
5
0.5

10
34
One Cool Formula
10
2.0

5
35
How Does LOVE Work?
HSMAI Dallas
36
LOVE Requires

• The Right Culture
• created by leaders
• based on guest and employee needs
• The Right Formula
• Used every time by everyone
• For guests and internal customers
• Approach
• The power of teamwork
• Ownership and accountabilty

37
The Right Culture

• Commit to making guests LOVE you
• Discover
• What your best guests LOVE
• How youre doing now
• Teach your team how to WOW
• Training
• Reinforcement
• Teamwork
• Encourage excellence

38
The Right Formula

• Connect with the guest
• Discover needs and wants
• Deliver value
• Expected
• WOW
• Close
• Verify the LOVE
• Legendary Thanks!

39
The Right Approach
X
X
X
X
X
X
X
40
LOVE is a Team Sport

• What could others have
• done differently to get
• better results?

41
LOVE is a Team Sport

• Victim?
• It wasnt my fault
• Thats not my job
• Youre the boss tell me what to do
• Hero?
• I see the problem
• I can fix it
• I take responsibility for the results

42
Approach LOVE as a Team

• Recognize
• Identify and understand the problem
• Own
• Accept responsibility for the situation
• Act
• Find and implement a solution
• Commit to getting the desired results

43
The LOVE Question

• What can I do to make the most of this situation
  and get the results I want?

What can I do to make the most of this situation
and get the results I want?
44
The LOVE Answer

• I have the POWER within me to get the results
  I want

45
Remember
LOVE
All You Need is
Thank You!
HSMAI Dallas