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The Customer Experience is vital to business success
 

The Customer Experience is vital to business success

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Customer 1st International, as subject matter experts in customer service, develop high quality resources for organisations. Books, E-Books and E-Work Books and accredited, tutor-led, on-line awards ...

Customer 1st International, as subject matter experts in customer service, develop high quality resources for organisations. Books, E-Books and E-Work Books and accredited, tutor-led, on-line awards for Customer Service Professionals and Customer Service Managers. We customise learning materials for all types of organisations.

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  • Good set of slides, effectively highlighting the fact that customer service departments need to be closer to other parts of the organisation such as marketing and sales, thereby ensuring an all round better experience for customers.
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    The Customer Experience is vital to business success The Customer Experience is vital to business success Presentation Transcript

    • delivering the service strategy to customers www.customer1st.co.uk
    • delivering the service strategy to customers www.customer1st.co.uk Achieving Customer Focus throughout your Organisation Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk World Class Service Excellence creates Customer Loyalty .. .. essential in order to build long-term relationships with your customers Customer Loyalty Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Global Competition Rising Customer Expectations Customers are becoming more demanding Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Customer Focus Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk • Deliver the promise • Go the extra mile • Provide the personal touch • Resolve problems well • Keep processes simple for customers World Class Service Excellence Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  How do we achieve Customer Focus? Customer Focus Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Customers’ expectations and needs are met Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk COMMUNICATION CHANNELS PUBLICITY MATERIALS FACE-TO-FACE WORD OF MOUTH TELEPHONE EMAIL WEBSITE CUSTOMER EXPERIENCE TIME Customers’ experiences are positive at every touch-point Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point Touch-Point COMMUNICATION CHANNELS PUBLICITY MATERIALS FACE-TO-FACE WORD OF MOUTH TELEPHONE EMAIL WEBSITE CUSTOMER EXPERIENCE TIME Customers’ experiences are positive at every touch-point Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Customers receive the very highest levels of service Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Employees are capable, customer-conscious, emotionally intelligent and motivated Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Emotional Content is included in Service Transactions Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  Designed to be simple for the customer Customer Focused Processes Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk The organisation is innovative.. systematically reviewing, refining and refreshing the service offer to its customers Innovation and Continuous Improvement Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  Be different! Innovation and Continuous Improvement Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  What about B2B customer relationships? CUSTOMER RELATIONSHIP MANAGEMENT Business Business Business Business SUPPLY CHAIN MANAGEMENT Business-to-Business Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk You understand your B2B customers’ business Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Your B2B customers’ objectives become your objectives Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk STRATEGY STRATEGY PEOPLE PEOPLE STUCTURE STUCTURE REWARDS REWARDS PROCESSES PROCESSES Build your Customer Service Excellence Framework Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  Our range of Learning solutions ..
    • delivering the service strategy to customers www.customer1st.co.uk AWARD FOR CUSTOMER SERVICE PROFESSIONALS  AWARD FOR CUSTOMER SERVICE MANAGERS   Quality Assured and Awarding Body accredited Online Customer Service Awards Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk  E-Book versions available Best Practice Guides Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Best Practice E-Workbook for Customer Service Managers Available September 2009 Best Practice E-Workbooks Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk Customer Service Foundations Customer Service Management • The Power of Highly Motivated People • Introduction to the Customer • Delivering Service Excellence through your Service Framework Team • Building and Maintaining • Exemplary Service - The Strategic Outstanding Customer Competitive Weapon Relationships • Understanding and Responding to Customers’ Needs Customer Service Strategy • Customer Centric Processes • World Class Service Excellence and how to • The Customer Service Professional Achieve it • Living the Values – the Customer • Creating a Customer Focused Culture Service mindset • Implementing your Customer Service Strategy Bespoke Learning Programmes – Customised to your Organisational Requirements Slide Notes
    • delivering the service strategy to customers www.customer1st.co.uk • Unilever • GoSkills • Accenture • Institute of Customer Service • British American Tobacco (UK) • BT • National Institute of Service • VisitBritain Excellence (Barbados) • HRINDEXX (Nigeria) • Central Bank of Kenya • Customer 1st Caribbean • Association of Business • CS Consulting (Kenya) Practitioners (UK) Some of Customer 1st International’s Clients
    • delivering the service strategy to customers www.customer1st.co.uk “Enjoyed my first e-learning course tremendously. “This course exceeded my expectations. I enjoyed Very well-designed with lots of useful, practical the interaction with other participants - I exercises that provoke thinking and application on definitely recommend the Award for Customer the job.” Service Managers. No matter how much you think you know there are always gems of information and advice from other participants and the online “The main benefits came from the interaction & tutor. The sharing of best practice was awesome exchange of ideas with managers from a range of and made you think about how to improve your world wide companies. Hearing their ideas for own interaction with customers.” customer service delivery and gaining immediate feedback on your own suggestions is an excellent way to identify improvements. I also enjoyed the “Yes, I would recommend it. Ease of use, well- opportunity to benchmark against other customer structured, thorough, relevant, excellent service driven organisations of all shapes and sizes, delivering vastly different services from all support.” parts of the world.” Some Clients’ Views
    • delivering the service strategy to customers www.customer1st.co.uk