Welcome to the Experience Factor

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Now is the time to create positive experiences for your employees and your customers!

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Welcome to the Experience Factor

  1. 1. inexperience isexpensive creating extraordinary experiences one customer attime person at a a time
  2. 2. $350 billion per year is lost because of employee disengagement. According to Profiles International— Imagine Great PeopleTM study creating extraordinary experiences one customer attime person at a a time
  3. 3. How much is your organization losing? creating extraordinary experiences one customer at a time
  4. 4. 70% of customers left a company because of a lack of attention from front-line employees. Source - International Customer Service Association creating extraordinary experiences one customer attime person at a a time
  5. 5. How many customers are your employees driving away? creating extraordinary experiences one customer at a time
  6. 6. Do you know what the difference is between a “fan” and a “customer”? creating extraordinary experiences one customer at a time
  7. 7. Zappos Training: “Our goal isn’t to sell shoes…our goal is to change people’s lives.” creating extraordinary experiences one customer at a time
  8. 8. What’s your goal? creating extraordinary experiences one customer at a time
  9. 9. Walt Disney didn’t sell tickets to amusement park rides. He strove to create an experience for cast members and guests. creating extraordinary experiences one customer attime person at a a time
  10. 10. Where’s your focus? creating extraordinary experiences one customer at a time
  11. 11. Do you serve customers or guests? Ticket holders or fans? Users or partners? Students or future leaders? Patients or someone’s family member? creating extraordinary experiences one customer attime person at a a time
  12. 12. What business are you in? creating extraordinary experiences one customer attime person at a a time
  13. 13. What experience are you creating? creating extraordinary experiences one customer attime person at a a time
  14. 14. The SPOTLIGHT SHINES ON YOUR BUSINESS everyday. creating extraordinary experiences one customer attime person at a a time
  15. 15. 59% of customers use social media to “vent” about a customer care experience. creating extraordinary experiences one customer at a time
  16. 16. What are YOUR reviewers saying? creating extraordinary experiences one customer attime person at a a time
  17. 17. Create a positive EXPERIENCE they won’t forget and one they will talk about! ~ OR ~ be boring. creating extraordinary experiences one customer attime person at a a time
  18. 18. boring: Uninteresting. Dull. Tiresome. Humdrum. creating extraordinary experiences one customer attime person at a a time
  19. 19. EVERYONE deserves an Extraordinary Experience! creating extraordinary experiences one customer attime person at a a time
  20. 20. The Employee Experience = Your Customer Experience creating extraordinary experiences one customer at a time
  21. 21. 24% of your team members say they don’t see their leaders enough. 84% of leaders don’t know how to accurately measure their team members. creating extraordinary experiences one customer attime person at a a time
  22. 22. What are you doing to develop your managers? creating extraordinary experiences one customer at a time
  23. 23. Engaged employees are 20% more productive than average employees. creating extraordinary experiences one customer attime person at a a time
  24. 24. And you wonder why people talk about an 80/20 rule? creating extraordinary experiences one customer attime person at a a time
  25. 25. What would your organization look like with a 20% boost in employee productivity? creating extraordinary experiences one customer attime person at a a time
  26. 26. Are your employees engaged in your mission, vision and strategy? creating extraordinary experiences one customer attime person at a a time
  27. 27. Building loyalty is more than an idea; it’s an EXPERIENCE. creating extraordinary experiences one customer attime person at a a time
  28. 28. inexperience isexpensive creating extraordinary experiences one customer attime person at a a time
  29. 29. Are you ready? creating extraordinary experiences one customer attime person at a a time
  30. 30. For a memorable positive EXPERIENCE that will go straight to the bottom line: Jen@theexperiencefactor.com Kelly@theexperiencefactor.com creating extraordinary experiences one customer attime person at a a time

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