M2 Instructions Log on Go on to northwoodbusinessweeblycom Click on to M2 Writing Frame Go on to http wwwjohnlewiscom Exceeding Customer Expectations Introduction Businesses will want to go that extra mile rather than simply satisfying customers ID: 277309
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Slide1
Exceeding Customer Expectations
M2Slide2
Instructions
Log on
Go on to
northwoodbusiness.weebly.com
Click on to M2 Writing Frame
Go on to http://
www.johnlewis.comSlide3
Exceeding Customer Expectations
Introduction
Businesses will want to go ‘that extra mile’ rather than simply satisfying customers
Their intention is to delight customers rather than merely satisfy them
This will create a positive reputation of the company.
SO WHAT if the business has a good reputation?Slide4
Value For Money
What does it mean?
If a product is something
that is
worth
the money spent on
it
It will mean they offer the best quality product at the cheapest price eg. John Lewis Price MatchSlide5
Providing Additional Services
John Lewis
also provide extra services…
Can you think of any examples??
Fittings
eg
. Carpet/curtains
Wedding List Service
Internatioal
delivery
Free UK delivery
Order TrackingSlide6Slide7
Providing Exceptional Assistance
Some customers may have a special requirements
Eg
. Disabilities,
N
on-English speakers
etcSlide8
What other things can businesses do that exceed customer expectations?
John Lewis:
Excellent website
FAQ section
Mobile app
Social Networks
Feedback section on website
International Delivery