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@jeffperkins8 #FLIPMYFUNNEL
THE CUSTOMER EXPERIENCE
PROBLEM
JEFF PERKINS
#FLIPMYFUNNEL MEETUP
MAY 2016
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
WHERE I’VE WORKED
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
90% OF COMPANY DECISION-
MAKERS SAY THAT A GOOD
EXPERIENCE IS CRITICAL TO THEIR
SUCCESS
Source...
@jeffperkins8 #FLIPMYFUNNEL
95% OF COMPANIES FAIL TO EXCEED
THE EXPECTATIONS OF THEIR
CUSTOMERS.
Source: American Express ...
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
WHY IS CUSTOMER EXPERIENCE
SO HARD???
@jeffperkins8 #FLIPMYFUNNEL
WHY IS CUSTOMER EXPERIENCE
SO IMPORTANT???
@jeffperkins8 #FLIPMYFUNNEL
67% OF CUSTOMERS MENTION BAD
EXPERIENCES AS A REASON FOR
CHURN…
http://www.huffingtonpost.com/...
@jeffperkins8 #FLIPMYFUNNEL
6 RANDOM THOUGHTS ON
CUSTOMER EXPERIENCE
@jeffperkins8 #FLIPMYFUNNEL
1. IF THE PRODUCT SUCKS,
DELIVERING A GREAT
CUSTOMER EXPERIENCE IS
IMPOSSIBLE
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
2. HELP YOUR CUSTOMERS
HELP THEMSELVES
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
BY 2020 A CUSTOMER WILL MANAGE
85% OF THE RELATIONSHIP WITH AN
ENTERPRISE WITHOUT
INTERACTING ...
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
3. LISTEN TO YOUR CUSTOMERS
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
4. IF YOUR CUSTOMERS ARE
NOT SUCCESSFUL YOU ARE NOT
SUCCESSFUL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
“YOU’RE MORE INTERESTED IN
YOUR BUSINESS THAN MY
BUSINESS.”
@jeffperkins8 #FLIPMYFUNNEL
5. PROMOTE YOUR CUSTOMER
EXPERIENCE
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
6. WHAT WOULD SPRINGSTEEN
DO?
@jeffperkins8 #FLIPMYFUNNEL
“GETTING AN AUDIENCE IS HARD. SUSTAINING AN AUDIENCE IS
HARD. IT DEMANDS A CONSISTENCY OF THOU...
@jeffperkins8 #FLIPMYFUNNEL
TOP GROSSING CONCERTS OF
2016
@jeffperkins8 #FLIPMYFUNNEL
@jeffperkins8 #FLIPMYFUNNEL
“YOU REAFFIRMED THAT THERE ARE STILL COMPANIES
OUT THERE FOCUSED ON GREAT SERVICE, AND YOU’VE
...
@jeffperkins8 #FLIPMYFUNNEL
RANDOM THOUGHTS ABOUT CUSTOMER EXPERIENCE
1. IF THE PRODUCT SUCKS, DELIVERING A GREAT CUSTOMER...
@jeffperkins8 #FLIPMYFUNNEL
THANK
YOU
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th
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The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th

My presentation about customer experience from the FlipMyFunnel Meetup on September 28, 2016.

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The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th

  1. 1. @jeffperkins8 #FLIPMYFUNNEL THE CUSTOMER EXPERIENCE PROBLEM JEFF PERKINS #FLIPMYFUNNEL MEETUP MAY 2016
  2. 2. @jeffperkins8 #FLIPMYFUNNEL
  3. 3. @jeffperkins8 #FLIPMYFUNNEL
  4. 4. @jeffperkins8 #FLIPMYFUNNEL
  5. 5. @jeffperkins8 #FLIPMYFUNNEL
  6. 6. @jeffperkins8 #FLIPMYFUNNEL WHERE I’VE WORKED
  7. 7. @jeffperkins8 #FLIPMYFUNNEL
  8. 8. @jeffperkins8 #FLIPMYFUNNEL 90% OF COMPANY DECISION- MAKERS SAY THAT A GOOD EXPERIENCE IS CRITICAL TO THEIR SUCCESS Source: Forrester
  9. 9. @jeffperkins8 #FLIPMYFUNNEL 95% OF COMPANIES FAIL TO EXCEED THE EXPECTATIONS OF THEIR CUSTOMERS. Source: American Express Global Service Barometer
  10. 10. @jeffperkins8 #FLIPMYFUNNEL
  11. 11. @jeffperkins8 #FLIPMYFUNNEL WHY IS CUSTOMER EXPERIENCE SO HARD???
  12. 12. @jeffperkins8 #FLIPMYFUNNEL WHY IS CUSTOMER EXPERIENCE SO IMPORTANT???
  13. 13. @jeffperkins8 #FLIPMYFUNNEL 67% OF CUSTOMERS MENTION BAD EXPERIENCES AS A REASON FOR CHURN… http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html …BUT ONLY 1 OUT OF 26 UNHAPPY CUSTOMERS COMPLAIN.
  14. 14. @jeffperkins8 #FLIPMYFUNNEL 6 RANDOM THOUGHTS ON CUSTOMER EXPERIENCE
  15. 15. @jeffperkins8 #FLIPMYFUNNEL 1. IF THE PRODUCT SUCKS, DELIVERING A GREAT CUSTOMER EXPERIENCE IS IMPOSSIBLE
  16. 16. @jeffperkins8 #FLIPMYFUNNEL
  17. 17. @jeffperkins8 #FLIPMYFUNNEL 2. HELP YOUR CUSTOMERS HELP THEMSELVES
  18. 18. @jeffperkins8 #FLIPMYFUNNEL
  19. 19. @jeffperkins8 #FLIPMYFUNNEL BY 2020 A CUSTOMER WILL MANAGE 85% OF THE RELATIONSHIP WITH AN ENTERPRISE WITHOUT INTERACTING WITH A HUMAN. Source: Gartner
  20. 20. @jeffperkins8 #FLIPMYFUNNEL
  21. 21. @jeffperkins8 #FLIPMYFUNNEL
  22. 22. @jeffperkins8 #FLIPMYFUNNEL 3. LISTEN TO YOUR CUSTOMERS
  23. 23. @jeffperkins8 #FLIPMYFUNNEL
  24. 24. @jeffperkins8 #FLIPMYFUNNEL 4. IF YOUR CUSTOMERS ARE NOT SUCCESSFUL YOU ARE NOT SUCCESSFUL
  25. 25. @jeffperkins8 #FLIPMYFUNNEL
  26. 26. @jeffperkins8 #FLIPMYFUNNEL “YOU’RE MORE INTERESTED IN YOUR BUSINESS THAN MY BUSINESS.”
  27. 27. @jeffperkins8 #FLIPMYFUNNEL 5. PROMOTE YOUR CUSTOMER EXPERIENCE
  28. 28. @jeffperkins8 #FLIPMYFUNNEL
  29. 29. @jeffperkins8 #FLIPMYFUNNEL
  30. 30. @jeffperkins8 #FLIPMYFUNNEL 6. WHAT WOULD SPRINGSTEEN DO?
  31. 31. @jeffperkins8 #FLIPMYFUNNEL “GETTING AN AUDIENCE IS HARD. SUSTAINING AN AUDIENCE IS HARD. IT DEMANDS A CONSISTENCY OF THOUGHT, OF PURPOSE, AND OF ACTION OVER A LONG PERIOD OF TIME.” – BRUCE SPRINGSTEEN
  32. 32. @jeffperkins8 #FLIPMYFUNNEL TOP GROSSING CONCERTS OF 2016
  33. 33. @jeffperkins8 #FLIPMYFUNNEL
  34. 34. @jeffperkins8 #FLIPMYFUNNEL “YOU REAFFIRMED THAT THERE ARE STILL COMPANIES OUT THERE FOCUSED ON GREAT SERVICE, AND YOU’VE MADE A LIFELONG FAN OUT OF ME.” –CHRISTINA MCMENEMY
  35. 35. @jeffperkins8 #FLIPMYFUNNEL RANDOM THOUGHTS ABOUT CUSTOMER EXPERIENCE 1. IF THE PRODUCT SUCKS, DELIVERING A GREAT CUSTOMER EXPERIENCE IS IMPOSSIBLE 2. HELP YOUR CUSTOMERS HELP THEMSELVES 3. LISTEN TO YOUR CUSTOMERS 4. IF YOUR CUSTOMERS ARE NOT SUCCESSFUL, YOU ARE NOT SUCCESSFUL 5. PROMOTE YOUR CUSTOMER EXPERIENCE 6. WHAT WOULD SPRINGSTEEN DO?
  36. 36. @jeffperkins8 #FLIPMYFUNNEL THANK YOU

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