California Closets: Prioritizing a Personalized Customer Experience
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The folllowing is a recap of my presentation at Lessonly’s Yellowship Conference, diving into the methods behind prioritizing a personalized customer experience, and how delivering that same encouragement and support to your internal teams only enhances the services your customers receive.
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California Closets: Prioritizing a Personalized Customer Experience
- 2. PRIORITIZING A PERSONALIZED CUSTOMER EXPERIENCE Marcus Hall California Closets
- 3. “ One size fits one. Don’t think for the customer. Ask them what they want and make them feel important. Afterall, they have other choices. Danny Meyer Founder | Union Square Hospitality Group #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 4. “ #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 5. “ #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 6. “ One size fits one. Don’t think for the customer. Ask them what they want and make them feel important. Afterall, they have other choices. Danny Meyer Founder | Union Square Hospitality Group #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 7. #Yellowship19 | Title of Breakout or Keynote Session Goes Here MARCUS HALL President California Closets @MarcusAHall
- 9. #Yellowship19 | Title of Breakout or Keynote Session Goes Here DEFINING CUSTOMER EXPERIENCE The role of emotion in our experiences... #Yellowship19 |
- 10. #Yellowship19 | Title of Breakout or Keynote Session Goes Here DEFINING CUSTOMER EXPERIENCE The role of emotion in our experiences... #Yellowship19 |
- 11. #Yellowship19 | Title of Breakout or Keynote Session Goes Here DEFINING CUSTOMER EXPERIENCE ● Customers will associate you and your brand with emotion tied to their experience ● Everyone is unique: Good & Bad ● Emotion transcends industries: B2B | B2C | H2H The role of emotion #Yellowship19 |
- 12. DEFINING CUSTOMER EXPERIENCE Why we need to focus on the customer experience #Yellowship19 | Title of Breakout or Keynote Session Goes Here ● Chip & Dan Heath + Forrester CX research ● Focusing on happy clients could yield incredible upside ● Building peaks (20%) vs. fixing problems (80%) ● CXINDEX: 120k Customers & 16 Industries What is the upside to focusing on CX? 9x
- 13. “ Are you trying to fill potholes or creating experiences? Chip & Dan Heath Author #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 14. 3 WAYS TO CREATE PERSONALIZED EXPERIENCES
- 15. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 16. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 17. ● Credo ● NPS ● Communication / slack ● Friday note ● Elevating the conversation CULTURE #Yellowship19 | Title of Breakout or Keynote Session Goes Here 1. CREATING A CULTURE THAT CARES
- 18. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 19. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 20. ● Highlight those doing it well ● Take plays from the front lines and scale ● Operationalizing the moments via technology and creating a path to deliver ENABLEMENT #Yellowship19 | Title of Breakout or Keynote Session Goes Here 2. ENABLE EMPLOYEES TO DELIVER
- 21. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 22. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 23. ● DBL = clients, communities & employees ● Moments @ L10 ● Stories of impact ● “ABCD” - Danny Meyer INTERNAL CX #Yellowship19 | Title of Breakout or Keynote Session Goes Here 3. PERSONALIZED CX FOR EMPLOYEES
- 24. ● DBL = clients, communities & employees ● Moments @ L10 ● Stories of impact ● “ABCD” - Danny Meyer INTERNAL CX #Yellowship19 | Title of Breakout or Keynote Session Goes Here 3. PERSONALIZED CX FOR EMPLOYEES
- 25. “ #Yellowship19 | Title of Breakout or Keynote Session Goes Here ABCD. Always, Be, Collecting, Dots. Danny Meyer Author: Setting the Table
- 26. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 28. ● Solicit feedback ● Share results ● Encourage innovation NPS ● Select a platform ● Ensure safety ● Recap and Respond E-NPS ● Do people feel the need to take pictures? ● Create raving fans who tell your story for your brand CX MEASURING AND MANAGEMENT #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 29. ● Solicit feedback ● Share results ● Encourage innovation NPS MEASURING AND MANAGEMENT #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 30. ESCALATOR IS ALWAYS RISING #Yellowship19 | Title of Breakout or Keynote Session Goes Here MEASURING AND MANAGEMENT
- 31. Creating a culture that cares about customer experience as much as you Culture Giving employees a path to pursue strategies that scale Enablement Model the same customer experience pursuits inside your company for employees Internal CX 3 WAYS TO SCALE YOUR CX STRATEGY #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 32. “ BUSINESSES DON’T GROW, PEOPLE DO UNKNOWN #Yellowship19 | Title of Breakout or Keynote Session Goes Here
- 33. #Yellowship19 | Title of Breakout or Keynote Session Goes Here MARCUS HALL President California Closets @MarcusAHall