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10. There’s a new boss whether you like it or not

https://www.udemy.com/course/how-to-profit-from-your-customers/learn/lecture/707262#overview

Empty chair in meeting room to remind the staff who is not in the room – the customer.

Upside down Org Chart

• Only two boxes
  • Top – Picture of the customer
  • Below them – Everyone required to serve them with excellence.

11. It’s all about trust

https://www.udemy.com/course/how-to-profit-from-your-customers/learn/lecture/707268#overview

• Customers want you to walk a mile in their shoes
• Pilots say “We have soals on board.”  This give deeper meaning to their mission.
• Turn Me to We

Power of Me Building Blocks

• WE are trustworthy
• WE will keep raising the bar to delight
• WE will consistently deliver
• WE will succeed together

5 ‘C’s to Trust

• Connection
• Communication
• Consultation
• Cooperation
• Collaboration

When people trust a brand

• 83% recommend to others
• 82% will use their products and services more frequently
• 50% will pay more.

1st impressions stick

• 48% most critical time to gain loyalty is upon purchase or beginning of service

12. Case study: Ikea

https://www.udemy.com/course/how-to-profit-from-your-customers/learn/lecture/8450788#overview

• World’s largest furniture company
• Prices so low almost anyone can afford them
• “What is good for our customers is in the long run, good for us”
• By packing flat, customers can take the products home today
  • Ease of transport
  • Reduced cost of onsite storage
  • reduced use of space
  • Little to No assembly costs

Why are people so willing to navigate Ikea to save a few dollars?

• Ikea carefully studies each customer touch point and looks at it from the Customer’s point of view.
  • Parking
  • In store service
  • Product array
  • Checkout
  • Delivery
  • Installation
  • In store signage