Success works customer experience

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Success works customer experience

  1. 1. Customer Knowledge Customer Experience Darcy Bevelacqua Success Works darcybeve@yahoo.com 917 520-0261 www.success-works.com
  2. 2. Customer Experience is the sum total of customer interactions over time. 2
  3. 3. Customers aren’t loyal any more 3
  4. 4. If they have a bad experience they walk away-go elsewhere 4
  5. 5. They can broadcast their concerns using social media 5
  6. 6. Not providing the right experience is costing you money 6
  7. 7. Technology solutions aren’t enough to bridge the gap to becoming customer centric. 7
  8. 8. A Customer Centric Solution requires Strategy Process Technology Org Redesign 8
  9. 9. Gaps in the Customer Experience between Sales and Marketing 9
  10. 10. Gaps between communication channels(web, call center, mobile) 10
  11. 11. Gaps between tools & process which do not fit together seamlessly 11
  12. 12. The Customer Experience gets lost 12
  13. 13. Solution: Customer Experience Design to close the gaps 13
  14. 14. What is Customer Experience Design? Diagnostic-where are you now Current Customer Experience/ Journey Insight: What we need to fix Improvement Plan- how we implement 14
  15. 15. Why? Improve the Customer Experience Save Money by Eliminating wasted communications Save time by automating Triggers Build relevancy And enhance Customer loyalty 15
  16. 16. Undecided on your customer experience direction ? Contact us for help • Darcy Bevelacqua • Success Works • darcybeve@yahoo.com • 917 520-0261 www.success-works.com Darcy Bevelacqua Darcybeve@Yahoo.com www.linkedin/in/darcybev 917 520-0261

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