Reduce Customer Acquisition Costs,

Uncover Hidden Sales Opportunities In

Your Customer Base and Improve

Employee and Customer Engagement

To: Small business owners who want to stand out in their market

From: Norma Huibregtse                                                       Customer Experience Strategist                                             a.k.a. “The Loyalty Lady”

Let’s get right to the point. Companies are losing business left and right due to a poor customer experience.  And customers are more vocal than ever in sharing this poor customer experience both online and offline.  We cannot afford to ignore in this new economy.

In the past, most small business owners focused their efforts on these 3 ways to grow their businesses:

More Profit

More Customers

More sales from existing customers

Sure you can increase profits by cutting costs.  What typically happens is that you end up cutting service.  Did you know that according to a study, small businesses that focus on customer service are more likely to survive and succeed in an economic downturn than those who focus on reducing prices? That’s just how powerful the customer experience is today.

Has anyone ever shared with you the impact that customer retention has on the profitability of your business?  A current study shows that you can increase profitability by up to 75% through a 5% increase in customer retention.  You want that, right?

You also know that it costs you an average of 5-10 times more to get a new customer than it costs to keep one.  And even though you know that you need to attract new customers, you spend a disproportionate amount on attracting them rather than keeping them and selling to them over and over again. Getting more sales from your existing customers is easier than you think – and we can show you how!

In working with numerous clients, I have found 3 main reasons why they aren’t getting it right when it comes to their customer experience.  Can you relate to any or all of these reasons?

1. Business owners aren’t listening to their customers.  In fact a study shows that 63% of your customers leave you because they feel poorly treated or neglected.  OUCH!
2. They don’t have a customer-focused, employee-engaged culture or know how to create one.
3. They haven’t identified their customer segments and don’t know how to engage them either online or offline.

If any of the reasons listed above are an issue for your business or you don’t know if they are, it’s time to do something about it.  We have the System that can help you create an outstanding, unprecedented, extraordinary customer experience.

I’ve created a System to help you evaluate your customer experience and implement strategies to optimize your customer experience so that you can drive more sales now.   Based on my research, best practices and expertise in developing customer service systems, I believe I have the solution you are looking for.  The Program is called Turn Your Customer Experience Into Cash with the Customer S.M.A.R.T.S. System™.

This Program:

• Identifies the misinformation that surrounds the customer experience
• Dispels the notion that your customer experience is a cost center
• Teaches you the 6 strategies of the Customer S.M.A.R.T.S. System™ that will help you attract, connect and engage your customers
• Will show you how you can reduce your marketing costs by driving more retention and loyalty with your existing customer base
• Help you reduce employee turnover and replacement costs

And this is just the beginning. Let’s take a look at how the Customer S.M.A.R.T.S. System™ can get you on the path to making more money. S.M.A.R.T.S. is an acronym for 6 strategies that will build an extraordinary customer experience:

1. Strategize with a Customer Experience Plan – Create a customer experience plan that identifies the opportunities to “wow” your customers. Like many business owners, you may believe that you are meeting the needs of your customers by tweaking this and that. It’s a good start but it will only get you so far. Let’s take it to the next level and develop a plan you and your staff can get behind.

2. Master a Customer-Centric Culture – It starts with YOU. As a small business owner, you set the tone for what is important in your company. Strengthen your business by acknowledging the importance of the customer experience with your staff, from the front liners to those in the back office. Customers will notice it and will begin the word-of-mouth marketing (FREE advertising) you want them to do.

3. Accelerate Word-of-Mouth Marketing – FREE is for me, how about you? Focus your marketing dollars on developing your outside sales force – your customers. The better the customer experience, the more word-of-mouth marketing for you. But this won’t happen until you have developed an outstanding, unprecedented, unbelievable customer experience.

4. Raise your Customers UP the Loyalty Ladder – Do you know your customer attrition and retention rates? Your retention alone has a huge impact on your bottom line. A recent study showed that a 5% increase in retention can improve a company’s profitability by 75%. You want your customers promoting your company AND want them coming back over and over again. Loyal customers buy more, refer your business, are open to new products and are less price sensitive.

5. Turn up the Customer Conversation – You want your customers talking ABOUT you, not talking about YOU.  Engaging them with your business whether in your store, online, and/or through social media will help you keep up on the pulse of your customer experience. Customers also want to hear from you about your latest products, industry updates, current sales or promotions. Staying in the conversation will set you apart from the competition.

6. Staff and Train your Customer Service Ambassadors - Too often, employees are hired out of expediency instead of being a good fit for your customer-centric culture. A bad apple can spoil the whole bunch. Elevate your hiring experience and look for those customer service superstars. You can’t afford not to. Believe that your staff wants to be part of the solution and engage them in improving the customer experience. Consistent training, feedback and role playing will reinforce the customer-centric culture you want to build.

We’ve taken a look at the 6 customer experience strategies of the Customer S.M.A.R.T.S. System™. Now let’s watch Norma during a live presentation.

Read what these fans had to say about the Customer S.M.A.R.T.S. System™.

“Norma Huibregtse makes customer service exciting and fun to think about and deliver, and she keeps it simple for me. Each time I talk with her, I get another gem that’s worth its weight in gold, literally! She walks her talk and reminds me how important raving fans are to my bottom line. As a business owner, I understand that I’m in the business of creating happy clients first and that my service delivery method is writing copy that sells. I look forward to working with Norma on my next project to ensure that my clients are well cared for and can’t help but become publicists for my business!“ Beverly Bergman, CopywritingForCoaches.com

“As a business owner and marketing expert, I know that all the marketing in the world is useless if you don’t take care of new customers once you bring them in. In fact, your own client base is an absolute gold mine! Norma teaches business how to tap into that gold mine, to increase sales, increase revenue and increase results! The most important and cost effective marketing you can do is to take care of current clients. Norma will help you do that. I highly recommend her as a consultant and speaker for your organization.” Wendy Kenney, Owner, 23Kazoos

“Norma’s presentation, Turn Your Customer Experience into Cash, was so inspiring.  I’m not only applying her ideas to my own business, I’m referring two kinds of businesses to her: the great ones who obviously care about customer service, and the ones where poor customer service experience is costing them my business. Now I can tell them what’s happening and suggest they hire Norma, because delighting the customers we already have is a lot cheaper than replacing them.” Gwyn Nichols, Owner, Writers’ Resort

“I just finished listening to the Customer S.M.A.R.T.S. System CD and found it to be packed full of great information. Norma not only gives many examples of the customer service experience (both good and bad), she also walks you through creating an action plan to increase the customer’s experience with your own business.” Sally Liddicoat, Founder, AttaBoy! Solutions

“Norma recently spoke at our networking group, the Business Improvement Group “BIG”, about “Turn Your Customer Experience into Cash”. I found Norma to be an excellent speaker as she detailed how we could mine our current database of clients and also teach our employees how to present the proper image for our company. Even simple but highly effective online recommendation programs such as this one is a fabulous way to get feedback from clients. Thanks!! Bud.” Neil “Bud” Levey, Mortgage Consultant, Sterling Home Mortgage, LLC

What does it take to get started NOW?

As you can imagine, the customer experience strategies and tactics revealed in this Program are worth their weight in gold. I want to help you get started now by giving you several options to immerse yourself in the Turn Your Customer Experience into Cash Program.

OPTION 1: Hire Me

Create a fully-customized customer experience by hiring me as a Consultant for your organization.  Here’s what you will receive:

• Customer Experience Assessment
• Customer Communication and Marketing Plan
• Loyalty Program Development
• Feedback Systems
• Staff Analysis and Training

Cost: Custom Pricing

OPTION 2: 7-Week Teleclass Series

Join other business owners just like yourself for my 7-week Teleclass Series where I will guide you step-by-step through the Turn Your Customer Experience into Cash Program.  The Teleclasses are suited for small business owners in the service industry with 5-50 employees.  Here are the additional benefits:

• Small class size to provide effective interaction
• Question and Answer Sessions
• Recorded sessions emailed weekly to participants
• Unlimited email access during the 7-week series

Cost: $597

OPTION 3: Turn Your Customer Experience into Cash Program

If you prefer a self-paced approach, purchase the Program and begin to apply the powerful information included in your Audio CD Set and Program Guide. And take a look at the BONUSES below:

BONUSES!

FREE Reports:
5-Stop-it-Now Customer Service Mistakes
3 Top Tech Tools to Engage Customers

Unlimited Email Access for first 30 Days

1 Hour Phone Consultation

Cost: $97 (a $600 value)

(Guarantee applies to all products purchased)

• Just think what kind of business you would have if more of your customers were raving about you.
• Can you imagine you and your staff fully engaged in providing the best service possible?
• Picture how excited would you be to see a significant jump in sales as a result of the customer experience improvements you put in place.

It is possible and the Turn Your Customer Experience into Cash Program can help you create these results.

You Have a Decision to Make!

It’s a simple choice. You need this information to make your business stand out from the competition and attract and retain customers who can’t wait to do business with you. To get the tools that will make your business a powerful customer magnet, simply click on the Option below and we’ll take it from there.

As your Loyalty Lady, I look forward to helping you achieve success with this Program that will optimize your customer experience. Wishing you all the success you can handle,

Norma Huibregtse

The Loyalty Lady

p.s. For a minimal investment, you will not only get your choice of program, but have access to me to answer your questions.

p.p.s. I have something I want to share with you.  It’s an insightful quote from Theodore Roosevelt:

“In any moment of decision, the best thing you can do is the right thing, the next best thing you can do is the wrong thing, and worst thing you can do is nothing.”

Captivated Customers LLC, 4757 E Greenway Road, Suite 107B-269, Phoenix, AZ a85032