Customer Experience Management - Talent Management
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Customer Experience Management - Talent Management

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Customer Experience Management Talent Management AIESEC Poland NPS Net Promoter Score

Customer Experience Management Talent Management AIESEC Poland NPS Net Promoter Score

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Customer Experience Management - Talent Management Customer Experience Management - Talent Management Presentation Transcript

  • Customer Experience in Talent Management CEM TM
  • Our goal is to make clear how to provide a great customer experience!
  • how to create ‘devoted’ customers a practical guide
  • UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”
  • ‘devoted’ customers? not ‘satisfied’ customers not even ‘delighted’ customers
  • why?
  • 86 % of detractors express satisfaction with the previous experience/supplier so
  • forget ‘satisfaction’ think ‘devotion’
  • some customers have high expectations low expectations all customers either have a ‘great’ experience a ‘poor’ experience
  • look at it like this
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘delighted’
  • ‘delighted’ customers are surprised by the level of service you provide are surprised by the level of service you provide ( positively surprised please!) so
  • ‘delighting’ customers is ‘a good start’
  • but with time expectations will rise (which is a good thing) the challenge is to consistently deliver a ‘great’ experience
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
  • why? ‘devoted’ customers
  • stick with you
  • spend more
  • shout about you to others
  • the goal therefore is to create ‘devoted’ customers how?
  • “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe
  • give your customers ‘a damn good listening to’
  • 44% of consumers say the majority of their customer experiences are bland
  • stand in your own queues
  • identify your barriers to giving a great experience
  • aim this for
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience
  • it’s not easy occasionally customers will have a ‘poor’ experience
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disappointed’
  • spot ‘disappointment’
  • ask were you completely happy with YOUR service? and act get to this
  • high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
  • go for ‘delighted’ aim for ‘devoted’ spot ‘disappointed’ avoid ‘disaffected’
  • creating ‘devoted’ customers
  • means taking action, not notes
  • Our goal is to make clear how to provide a great customer experience!