#TFT14 Dan Lee Customer Experiences

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#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......

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?

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  • 1. Dan$Lee$ Crea)ng$enjoyable$ customer$experiences$8$it's$ not$as$hard$as$you$think$
  • 2. Creating Enjoyable Customer Experiences It’s not as hard as you think
  • 3. @danboblee linkedin.com/in/danielrlee dan.lee@citrix.com
  • 4. h"p://flic.kr/p/tujYE1
  • 5. h"p://flic.kr/p/ino14W1
  • 6. h"p://flic.kr/p/dCyHCL1
  • 7. h"p://flic.kr/p/Pvb91
  • 8. h"p://flic.kr/p/tujYE1
  • 9. h"p://www.flickr.com/photos/mkuram/4872078284/1 Advertise
  • 10. h"p://flic.kr/p/ax34JU1 Make It Welcoming
  • 11. h"p://flic.kr/p/5AGS3k1 Reduce Friction
  • 12. Content h"p://flic.kr/p/pNknz1
  • 13. Personalise h"p://flic.kr/p/cBDpF71
  • 14. h"p://flic.kr/p/86PZ6Z1 Fun
  • 15. Channels & Devices h"p://flic.kr/p/anLArh1
  • 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. h"p://flic.kr/p/id9KHn1 Watch, Test, Learn
  • 18. h"p://flic.kr/p/pHHEg1 Community
  • 19. h"p://flic.kr/p/dyjhZV1 People and Culture
  • 20. "Businesses&oDen&forget&about& the&culture,&and&ulHmately,&they& suffer&for&it&because&you&can't& deliver&good&service&from& unhappy&employees."&&
  • 21. "We&believe&that&customer& service&shouldn't&be&just&a& department;&it&should&be&the& enHre&company."&&
  • 22. Nordstrom's&Rules&for&Employees:& Rule&#&1:&Use&your&good&judgment& in&all&situaHons&There&are&no& addiHonal&rules&
  • 23. Advertise Make It Welcoming Reduce Friction Personalise Fun Content Watch, Test, Learn Channels & Devices Community People & Culture
  • 24. @danboblee linkedin.com/in/danielrlee dan.lee@citrix.com
  • 25. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial