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Customer Experience: Business as usual must now be extraordinary!
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Customer Experience: Business as usual must now be extraordinary!

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Do you believe customer experience needs to be more of a primary focus at your place of business? We agree. Here's proof as to why.

Do you believe customer experience needs to be more of a primary focus at your place of business? We agree. Here's proof as to why.

Published in: Business, Education
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  • 1. Customer Experience Business as usual must now be extraordinary.
  • 2. It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. ~Henry Ford
  • 3. Critical Profitable Quality Seamless (Ideally) Game-changing Worthwhile Customer-centric Emotional Complex Engaging Picture Source: http://www.ereachconsulting.com/wpcontent/uploads/2012/08/the-Customer-Experience-is.jpg
  • 4. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back. Source: 1Financial Training Services, http://ow.ly/sEwTY
  • 5. Why?
  • 6. It’s often a case of: “what the customer needs versus what the customer gets” Image Source: http://marianina.com/blog/w pcontent/uploads/2007/11/W
  • 7. To understand the man, you must first walk a mile in his moccasin. ~North American Indian Proverb Picture Source: http://bakerstreet.dreamwidth.org/803587.html
  • 8. Not convinced yet?
  • 9. 89% of consumers have stopped doing business with a company after experiencing poor customer service. Source: RightNow Customer Experience Impact Report
  • 10. Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. Source: Echo 2012 Global Customer Service Barometer
  • 11. A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. Source: Bain & Co.
  • 12. In other words, in order to provide an excellent customer experience, you must have your customer service in order.
  • 13. Picture Source: http://www.stockrockandroll.com/business-advice/keep-customers-happy/
  • 14. What can you do?
  • 15. • Listen to your customers, THEN act. • Respond quickly to customers’ needs and questions. • Provide a solution to your audience’s need(s). • Provide multichannel customer service. • Always let your customers know how much they are valued. • • Show compassion, and have some passion! Don’t forget about your employees – empower and inspire them. • Ensure your operations and interactions are straightforward. • Save the drama – maintain a positive demeanor. • Use technology that can enhance the relationship (Ex: LinguistNow for Salesforce and Oracle RightNow)
  • 16. You know what can really help?
  • 17. Interacting with your customers in their native languages! Picture Source: blogs.discovermagazine.com
  • 18. You will earn the trust of your customers when you talk to them the same way they talk to each other and themselves. ~PerryMarshall.com
  • 19. How can you respond to your customers in their native languages? The answer: http://languageio.com/prod ucts/linguistnow-response/
  • 20. Thank you! Language I/O (781) 990-1282 ask@linguistnow.com To request a demo: http://languageio.com/contact-us/

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