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Creating A Positive Customer Experience: 
An Introduction to Moments That Matter
The Experience 
Moments of Truth 
Owning It
COME TO US 
•Quality 
•Price 
•Brand recognition 
•Accessibility 
COME BACK 
•Personalized experience 
•Service and suppor...
We’re ALL customers… 
4 
…so how does it make YOU feel?
It’s all about how YOU experience it… 
5
Each experience is a series of ‘moments’… 
6
7 
Good, bad and ugly ‘moments’…
Customers today have: 
•Less time 
•High expectations 
•More choices/more buying power 
•Zero tolerance for waiting 
•No p...
EVERY interaction is an opportunity to: 
Succeed 
A good customer experience is told to 8 others 
Fail 
A bad customer exp...
Own the experience… 
…or someone else will!
How was YOUR experience? 
11 
Ryan Siskow
Creating a positive customer experience   ryan siskow 2013
Creating a positive customer experience   ryan siskow 2013
Creating a positive customer experience   ryan siskow 2013
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Creating a positive customer experience ryan siskow 2013

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Transcript of "Creating a positive customer experience ryan siskow 2013"

  1. 1. Creating A Positive Customer Experience: An Introduction to Moments That Matter
  2. 2. The Experience Moments of Truth Owning It
  3. 3. COME TO US •Quality •Price •Brand recognition •Accessibility COME BACK •Personalized experience •Service and support •Comparison to others STAY •Incentives for loyalty •Continuous improvement •Consistency of experience 3 Why Customers…
  4. 4. We’re ALL customers… 4 …so how does it make YOU feel?
  5. 5. It’s all about how YOU experience it… 5
  6. 6. Each experience is a series of ‘moments’… 6
  7. 7. 7 Good, bad and ugly ‘moments’…
  8. 8. Customers today have: •Less time •High expectations •More choices/more buying power •Zero tolerance for waiting •No problem going elsewhere EVERY ‘moment’ matters… Source: * Customer Experience Management: The Value of “Moments of Truth” Copyright © 2006 Customer Think Corporation
  9. 9. EVERY interaction is an opportunity to: Succeed A good customer experience is told to 8 others Fail A bad customer experience is told to 22 others Recover It takes 10 good experiences to make up for one bad
  10. 10. Own the experience… …or someone else will!
  11. 11. How was YOUR experience? 11 Ryan Siskow
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