It is just petrol or is it? An interesting take on customer service
Thursday, March 11th, 2010Last week I had the pleasure of presenting to an audience of 100+ business owners in a beautiful country house near Lewes in Sussex. My colleague and I had the privelege to be asked to present a ten minute slot at the Sussex Enterprise’s Sales Maximisation event.
The topic of our discussion was assessing the lifetime value of each individual customer. We used examples of a cup of coffee through to a high-end software purchase and the main point throughout was that each so called “moment of truth” within customer service is vital. Many people often only view each transaction within its face value context so for example a cup of coffee may only cost £2 but if that customer keeps coming back their value to say Starbucks can keep growing exponentially.