Perfecting the customer experience

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  • good experiences - glass half full, lucky you
  • Customers know what
  • Perfecting the customer experience

    1. 1. Perfecting the Customer Experience
    2. 2. Agenda Importance of Customers Customer Experience Defined Customer Experience Experts Exercise Perfecting the Customer Experience Questions
    3. 3. Tell me about your most memorable customer experience
    4. 4. Importance of Customers Without customers an organisation would not exist Repeat business is the backbone of selling The purpose of an organisation is to fill the needs of the customers
    5. 5. Customer Retention It costs five times as much to attract new customers as it does to keep an existing one Building customer relationships: 1.One-off purchasers 2.Occasional users 3.Regular customers 4. Advocates
    6. 6. Customer Satisfaction Making customers happy Customer Experience Making customers happy in so far that it solves their problem
    7. 7. Customer Experience Defined “The sum of all experiences a customer has with an organisation.” Not just about a rational experience (e.g. how quickly a phone is answered More than 50 percent of a customer experience is subconscious, or how a customer feels Not just about the ‘what,’ but also about the ‘how. Its how they see their experience
    8. 8. ● Understand your customers ○ Communication is key ● Take Ownership ○ Do not pass blame ● Be Responsive ○ Act fast ● Be confident ○ Demonstrate your knowledge ● Active Listening Customer Experience Experts
    9. 9. Goldilocks & the Three Bears
    10. 10. Active Listening - True or False 1. Goldilocks was a small girl False - the story did not mention her age or size 2. Goldilocks knocked on the door before entering the house True 3. The bears had porridge for breakfast False - we don’t know if the porridge was for breakfast or if the bears ate the food 4. Goldilocks ate all the porridge in the last bowl False - we know she ate enough food, we dont know if she ate the whole bowl
    11. 11. Perfecting the Customer Experience Ongoing process Customer feedback & research Reviewing customer strategies Measuring experiences our organization currently delivers Train leaders to become customer experience experts Educate the customers
    12. 12. Together we can perfect the customer experience

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