Impact of Customer Satisfaction and Dissatisfaction       ▪ It costs between 5 and 6 times less to retain an existing customer than to attract a new. ▪ Companies can multiply their profits by retaining more existing customers. ▪ Increased brand loyalty by 1% can increase profitability by 4%. ▪ 80% of customers say they are ready to pay more if a company provides great service ▪ Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was. ▪ Most customers do not feel valued by those serving them. ▪ Only 5% of dissatisfied customers will express dissatisfaction.   Customer Experience Customer Experience Management Customer Service as a Differentiator Customer Experience as a Love Story Managing Customer Relationships Holistic Approach to Customer Relationships Loving Customer Relationships     The impact of customer dissatisfaction is huge. It extends much further than the monetary losses from returns.   How To Reduce Marketplace Return Rates: 5Whys Analysis LH Customer Dissatisfaction Story What To Do When Customers Force Refunds and Chargebacks Dealing with Rude Customers   How To Achieve Customer Satisfaction ① Empathize with your customers ② Reduce the risk for your customers, especially first-time buyers ③ Give your customers more than they expect... More   Value Innovation KoRe 10 Tips Retaining Customers Surprise Your Customers     Partner with Customers Customer connection comes from engaging customers, involving customers as co-innovators, partnering with them. Partnering with customers improves your firm's capacity to anticipate what customers need even before they know they need it... More   Creating Customer Value Customer Value Journey Add More Value     Measuring Customer Satisfaction Client satisfaction surveys are a good way to gather key information about how well your company has met customer expectations, how your company's performance compares with the competition, and how you could improve your company's process to better serve the customer's needs... More   Customer Satisfaction Benefits of Customer Satisfaction Customer Satisfaction Illusion and Trap   Slides   Customer Success 360   Notes