#TFT14 Dan Lee Customer Experiences

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Recall the amount of times you've had an awesome customer support experience from an IT service desk, telecommunications provider or utility company. Struggling? Thought so. Why is the experience so often like sticking pins in your eyes?

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

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#TFT14 Dan Lee Customer Experiences

  1. 1. Dan$Lee$ Crea)ng$enjoyable$ customer$experiences$8$it's$ not$as$hard$as$you$think$
  2. 2. Creating Enjoyable Customer Experiences It’s not as hard as you think
  3. 3. @danboblee linkedin.com/in/danielrlee dan.lee@citrix.com
  4. 4. h"p://flic.kr/p/tujYE1
  5. 5. h"p://flic.kr/p/ino14W1
  6. 6. h"p://flic.kr/p/dCyHCL1
  7. 7. h"p://flic.kr/p/Pvb91
  8. 8. h"p://flic.kr/p/tujYE1
  9. 9. h"p://www.flickr.com/photos/mkuram/4872078284/1 Advertise
  10. 10. h"p://flic.kr/p/ax34JU1 Make It Welcoming
  11. 11. h"p://flic.kr/p/5AGS3k1 Reduce Friction
  12. 12. Content h"p://flic.kr/p/pNknz1
  13. 13. Personalise h"p://flic.kr/p/cBDpF71
  14. 14. h"p://flic.kr/p/86PZ6Z1 Fun
  15. 15. Channels & Devices h"p://flic.kr/p/anLArh1
  16. 16. Changing demographics influencing service preferences Phone& Social& Media& 10& 14& 12& Self0 service& 4& 3& 4& 24& 25& 19& Email& Chat& 8& 44& 46& 3& 57& 76& Q:1When1you1want1 service1or1support1 for1a1product1or1 service1are1you1 most1likely1to1seek1 help?1 Seniors1 Boomers1 GenXX1 GenXY1 Net1Gen1 12& 13& 9& 10& 10& 16& 15& 28& 24& 77%1of1“Net1Gen”1want1 service1by1chat,1social1 media1or1web1selfXservice1
  17. 17. h"p://flic.kr/p/id9KHn1 Watch, Test, Learn
  18. 18. h"p://flic.kr/p/pHHEg1 Community
  19. 19. h"p://flic.kr/p/dyjhZV1 People and Culture
  20. 20. "Businesses&oDen&forget&about& the&culture,&and&ulHmately,&they& suffer&for&it&because&you&can't& deliver&good&service&from& unhappy&employees."&&
  21. 21. "We&believe&that&customer& service&shouldn't&be&just&a& department;&it&should&be&the& enHre&company."&&
  22. 22. Nordstrom's&Rules&for&Employees:& Rule&#&1:&Use&your&good&judgment& in&all&situaHons&There&are&no& addiHonal&rules&
  23. 23. Advertise Make It Welcoming Reduce Friction Personalise Fun Content Watch, Test, Learn Channels & Devices Community People & Culture
  24. 24. @danboblee linkedin.com/in/danielrlee dan.lee@citrix.com
  25. 25. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial

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