ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on...
Transcript of ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on...
![Page 1: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/1.jpg)
ReFocus: Customer Service Excellence as a Driver of Event Profitability
Jamie MurdockVice President, SalesExperient
![Page 2: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/2.jpg)
Learner Outcomes:
• Discuss how organizational culture can help improve guest experience
• Explain why Hugging Your Haters is critical to increasing loyalty
• Learn how to show appreciation like never before through Giftology
YOU: If you share and collaborate, you could win a prize.
![Page 3: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/3.jpg)
Introductions around the room
![Page 4: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/4.jpg)
A background of service cultures….
![Page 5: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/5.jpg)
![Page 6: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/6.jpg)
![Page 7: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/7.jpg)
“First, take care of each other!”
![Page 8: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/8.jpg)
![Page 9: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/9.jpg)
Culture Club
What is one thing your organization does to support a culture of delivering exceptional customer service?
![Page 10: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/10.jpg)
![Page 11: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/11.jpg)
GLOBAL MARKETING SPEND?
$500 Billion!
![Page 12: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/12.jpg)
GLOBAL SPEND ON CUSTOMER SERVICE
$9 Billion
![Page 13: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/13.jpg)
5% Boost in Event Guest Retention:
25% or more impact on bottom line
![Page 14: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/14.jpg)
![Page 15: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/15.jpg)
![Page 16: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/16.jpg)
![Page 17: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/17.jpg)
![Page 18: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/18.jpg)
![Page 19: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/19.jpg)
Group Hug!
When you return to work, what is one way you can help turn a “hater” into a “helper?”
![Page 20: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/20.jpg)
![Page 21: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/21.jpg)
Surprise & Delight- “Planned Randomness”
![Page 22: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/22.jpg)
Personalized-not about YOU! “Go be a billboard for me!”
VS.
![Page 23: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/23.jpg)
Be best in class
![Page 24: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/24.jpg)
Take care of the inner circle
![Page 25: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/25.jpg)
Handwritten note still wins
![Page 26: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/26.jpg)
Appreciation
Think about your customers (exhibitors, members, colleagues). What is one new way you could show appreciation or “radical generosity? ABG…not ABC.
![Page 27: ReFocus: Customer Service Excellence as a Driver of Event ... · HUG YOUR HATERS - Guy Kawasaki on Hug Your Haters From the New York Times bestselling author of Youtility HUG YOUR](https://reader035.fdocuments.us/reader035/viewer/2022070712/5ed289baaf2f306b9a013d04/html5/thumbnails/27.jpg)