Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Ponencia de Chris Daffy

90 views

Published on

Ponencia de Chris Daffy en el V Congreso DEC

  • Be the first to comment

  • Be the first to like this

Ponencia de Chris Daffy

  1. 1. Confidential and Proprietary STRATIVITY.COM 1
  2. 2. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Why CX isn’t working and what to do for success Presented by: Chris Daffy From: The Academy of Service Excellence Tel: 00 44 1663 766300 Web: www.chrisdaffy.com Spanish Partner: Raquel Perez-Nolla From: Culture of Excellent Service Tel: 00 34 609132340 Web: www.cultureofexcellentservice.com
  3. 3. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved
  4. 4. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Vilfredo Pareto The 80/20 Rule • Italian Landowners • Business Revenue/Profit • Organisational Change • CRM Programmes • CX Programmes
  5. 5. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Just three months ago an article was published by Bob Thompson, the founder of CustomerThink Corporation in America, that was entitled ‘An Inconvenient Truth’ . Their latest research discovered - • Only 17% of CEOs polled felt that their Customer Experience Strategy had created differentiation. (83% Failure Rate) • Only 23% found it had delivered tangible benefits to the business. (77% Failure Rate) Average 80% Failure Rate! So how do you get into the 20% that succeed?
  6. 6. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Time LevelofService CUSTOMER EXPECTATION Exponential Increase ACTUAL DELIVERY Gradual Improvement Growing Gap • Complaints • Price Pressures • Lost Customers
  7. 7. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Most decisions we make are based on our RECOLLECTIONS of past experiences and/or our EXPECTATIONS for future experiences.Daniel Kahneman (Nobel prize winning psychologist)
  8. 8. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Future Focus Looking forward What will happen? Past Focus Looking back What has happened? Current Focus Looking around What is happening? The Three Mind States Expectation Management Memory Management Experience Management Memory Management LOYALTY MANAGEMENT Least InfluentialMore Influential Most Influential + + Daniel Kahneman (Nobel prize winning psychologist)
  9. 9. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Satisfied Less than Satisfied More than Satisfied Dissatisfied Delighted OK OUCH WOW Memorable ? Memorable ? Memorable ?
  10. 10. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved RECOVERY Negative to Positive Forgettable Un-forgettable Memorable Remarkable Invisible ExperienceTerrible Terrific WOW Positive OUCH Negative MOST INFLUENTIAL EXPERIENCES Business as usual 95% + of all activities NOT RECOVERY +1 +6 -3
  11. 11. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Talking about it – EASY Getting Started - HARD • Conviction – Leaders convinced of the business value • Commitment – To make it a success ‘whatever it takes’ • Competence – Fully trained and skilled practitioners • Communication – Leaders as Champions and Cheerleaders • Consistency – Not wavering when the going gets tough Making it Successful - HARDEST
  12. 12. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Time Focus Customer Service Management Customer Relationship Management Customer Loyalty Management Customer Experience Management “Begin with the end in mind.” Dr Stephen Covey It’s ALL ABOUT LOYALTY
  13. 13. Customer Loyalty Success Strategy © copyright. Chris Daffy 2018. All rights reserved Why CX isn’t working and what to do for success Presented by: Chris Daffy From: The Academy of Service Excellence Tel: 00 44 1663 766300 Web: www.chrisdaffy.com Spanish Partner: Raquel Perez-Nolla From: Culture of Excellent Service Tel: 00 34 609132340 Web: www.cultureofexcellentservice.com

×