As a 20-something consumer, I 100% agree with this. Most of my shopping habits are influenced by either what I like, or what I hear from other people. and if there's one thing i know it's that negativity is so much easier to spread than positivity. for someone to say "I reccomend that" requires the thing to be somewhat relevant to conversation, but talking crap about things can come up with almost any context.
I have been teaching how important it is we give people "WOW!" moments. Now I got to address the "POW!" moments. Thanks, Ross. The one guy in back who suggests we fix what is broken was the genius in the room.
I met him when i was 18. He still looks the same. Came to my college to speak and was so funny! My buddy brought me back to his dressing room to meet him. His Dad worked at the studio where they did the tv show.
Went to hear you speak in fife yesterday. Went up and shook your hand and said hi 👋. You did a fantastic job up there! Loved the visual aides and the examples you showed of how it relates when it comes to real life in customer service. Keep up the great work!!!
Completely agree with this and this is how more businesses should think. Worked in plumbing distribution for years. Contractors liked a 5% discount on material, but forget part of the order on the delivery truck and they may never call you again
My colleagues at Dell need to listen to this! Your videos are awesome Ross. I first found you ages ago during The Late Show and have enjoyed your work ever since. All the best to you.
I totally agree with this. Studies show that retention is more important than acquisition; look at Netflix in the mid 2000s as a case study. Understanding churn ensures that those who decide to use a product actually stay with the product.
The fundamentals never change; treat them like family. But if you want to scrape up all the crumbs (work toward 100% CSAT), you have to modify your approach based on which family member you're dealing with.
As a 20-something consumer, I 100% agree with this.
Most of my shopping habits are influenced by either what I like, or what I hear from other people. and if there's one thing i know it's that negativity is so much easier to spread than positivity.
for someone to say "I reccomend that" requires the thing to be somewhat relevant to conversation, but talking crap about things can come up with almost any context.
I have been teaching how important it is we give people "WOW!" moments. Now I got to address the "POW!" moments. Thanks, Ross. The one guy in back who suggests we fix what is broken was the genius in the room.
Unless you shoot up schools in middle America and North UK, no one will know you
Steven, your testimony comes with your experience and willingness to change as our economy and society adapts. Thank you, sir!
@@RossShafer You, me, a giraffe, and two homeless men. Just putting that out there.
I met him when i was 18. He still looks the same. Came to my college to speak and was so funny! My buddy brought me back to his dressing room to meet him. His Dad worked at the studio where they did the tv show.
Thank you for your comment! By chance, did I meet you at WSU? By chance, was your friend Chris Cashman?
Went to hear you speak in fife yesterday. Went up and shook your hand and said hi 👋. You did a fantastic job up there! Loved the visual aides and the examples you showed of how it relates when it comes to real life in customer service. Keep up the great work!!!
I need to send this to my managers !
Completely agree with this and this is how more businesses should think. Worked in plumbing distribution for years. Contractors liked a 5% discount on material, but forget part of the order on the delivery truck and they may never call you again
My colleagues at Dell need to listen to this! Your videos are awesome Ross. I first found you ages ago during The Late Show and have enjoyed your work ever since. All the best to you.
Thank you very much for the comment! All the best to you as well.
I totally agree with this. Studies show that retention is more important than acquisition; look at Netflix in the mid 2000s as a case study. Understanding churn ensures that those who decide to use a product actually stay with the product.
It's easier to keep your customer base than it is to bring them back
Ross is a cool guy i went to a taping of Match Game at ABC he was a true gentleman funny and clean cut jokes sending you all the best buddy
One *“Aww SHIT!”* will always outweigh ten *“Atta boys”* ...
The fundamentals never change; treat them like family. But if you want to scrape up all the crumbs (work toward 100% CSAT), you have to modify your approach based on which family member you're dealing with.
Wow
I thought Ross Geller was the key note speaker 😠