4. THE SUM OF ALL EXPERIENCES A CONSUMER HAS
WITH A SUPPLIER OF GOODS OR SERVICES, OVER
THE DURATION OF THEIR RELATIONSHIP WITH
THAT SUPPLIER.
http://en.wikipedia.org/wiki/Customer_experience
cus·tom·er ex·pe·ri·ence
7. WHAT HOSTING WANTED TO DO…
Culture
Customer
Sat.
Customer
Focus
The Right
Customers
The Best Team
In the Industry
World-Class
Customer
Experience
• Attract the Best Team Members
• Encourage Personal Development
• Transform to Solution Approach
• Build Awareness & Demand
• Arm the Sales Force
• Focus on the Full Customer
Experience
• Create Wows in Each Touch Point
27. • 2 shots of Vision and
Values
• NetFlix – Exercise
• Zappos Culture Boot Camp
• Equal parts Tactical and
Strategic Process -
Zingerman’s Zingtrain and
Journey Mapping
• Shake rigorously with
investments in people -
Bell Leadership
• Serve Outside - In
27
HOSTING’S KOOL-AID
29. VISION
To Provide the Best Customer Experience
For Mid-Size Enterprises
Running Business Critical Applications In the Cloud
Supported By The Industry’s Best Team.
32. 32
THREE STEPS TO GREAT SERVICE
• Figure out what the customer wants
• Give it to them
• Politely
• Enthusiastically
• Accurately
• Urgently
• Go the extra mile
36. KEY TAKE AWAY POINTS
• Quality is commoditized, Info Democratized,
Customers are empowered - CX is the difference
• Vision is where you are going, Values are how you
get there
• Teach It, Define It, Live It, Measure It, Reward It
• Find the right problems to solve
• You can’t drive results, Behaviors drive results
• The seeds of a Service Culture will yield
Intrapreneurs
• Be experience driven – customers remember the
experience
37. QUESTIONS - CONTACT INFO
• View the on-demand webinar here.
• Joel Daly– HOSTING COO
• jdaly@hosting.com
Editor's Notes
Large horizons – involves the entire company
Why is the customer experience important?
Customer expectations are through the roof. New competitive frontier
Beginning of differentiation
( Start with customer value )
Start from the customer’s perspective. First, understand value from your customer’s point of view.
We all know that consumer behaviors are rapidly changing. To succeed with any CX initiative, it’s critical to have a solid understanding of what’s valuable and meaningful to your customers. From their perspective, in their terms.
Really not easy to do. Most organizations are data rich, but insight poor. Worse, in siloed organizations most of us only get glimpses into what our customers truly experience… slivers at best.
These new trends (and shifts) require a new approach to business.
Start from the customer’s perspective, understand what’s meaningful and valuable to them, and then to organize everything from there – work outside-in.
It’s not easy for organizations to transform and become customer-centered.
Need a simple way to learn the fundamentals of this new way of working and doing business.
Journey mapping is one of the most powerful and deceptively simple (and approachable) tools for unlocking CX innovation at your organization.
Journey mapping is kind of like the strider bike of customer-centered action strategies.
Explain the analogy…
