Hoffman Cxc Experience Show

CLIENTxCLIENT Think Like a Customer! .

Michael Hoffman 908.542.1134

How do you get businesses to recognize the value of customer experience? How do you define customer experience?

How do you help businesses/your business create process and discipline around developing excellent customer experiences?

How do you make the right choices around customer experience design? How do you know you are doing the right thing?

Designing experiences that exceed expectations

Distinguish where the function of customer experience contributes to process-sales, communications, research

Distinguish key touch points of the design

Avoid common mistakes

Designing with specific motives,

And objectives that can easily be adapted and changed

How do you get businesses to recognize the value of customer experience?

Company X is going to grow sales 20%

Product launch goal 3,000 units

Company X is going to reduce expense by 15% and grow sales 17%

Spring campaign $125 ROA (Return on advertising dollar)

Net promoter score of X

Retention rate 85% goal

Call time reduction 8 seconds

Reduce disconnect rate 6%

CUSTOMER EXPERIENCE

VISUALIZE Customers Influencers Partners Community Suspects Buyers Customers

VISUALIZE ORGANIZE Repair Dispose Selection Support Use Purchase Awareness Customer Experience (Process)

VISUALIZE ORGANIZE Mail Gross Purchases Net Purchases 7,308,276 24,170 117,637 428,293 36,568 12,398 4 2 3 1 Delivered/ Opened Respond Returns VISUALIZE ORGANIZE MONETIZE Repair Dispose Selection Support Use Purchase Awareness Customer Experience (Process)

ROI Calculator This is the first year return expected with $400,000 investment. $10.3M three year return $2,650,178.15 First Year Benefit -1.000% 4. Reduce Withdrawal Rate 1.000% 3. Grow Enrollment Rate 1.000% 2. Grow Attended Rate 0.000% 1. Grow Response Rate

We are Measuring Customer Experience! How Do You Measure Expectations? Customer Interactions Hard Measures Soft Measures Net Promoter Surveys Brand Awareness

Customer Experience Matrix TM: VISUALIZE ORGANIZE MONETIZE OPTIMIZE 7,308,276 24,170 117,637 428,293 36,568 12,398 Community Outdoor Affiliate 3 rd Pty web Wholesaler Partner Direct Mail Email Web Call Center Field Sales Events Retail Branch Support Return Identification Use Purchase Selection Awareness Customer Process ? 7.3M ? ? ? Channel

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Simple Customer Flow Across Campaign

Sample Analysis - Drilldown

The Customer Experience Matrix(TM) One-On-One 11. Use 12. Care & Support Community 3 rd Party Location Digital Geography 14. Community 13. Repair 10.$ Collection 9. Acceptance 8. Delivery 7. Logistics 6. Contract 5. Negotiation 4. Selection 3. Identification 2. Information 1. Awareness

Customer Experience Matrix™ + Triggers + Enabling Technology