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Reimagining The Customer Journey

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We are entering the age of the customer. This new age is all about reducing friction for a customer and creating emotional attachment. FullContact CEO Bart Lorang, will show how customers can experience your brand and how you can provide for them before they even know it.

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Reimagining The Customer Journey

  1. 1. Reimagining the Customer Journey Bart Lorang | @bartlorang Founder & CEO, FullContact
  2. 2. Being Awesome With Customers It’s Been Her Career
  3. 3. NOT Awesome with Customers
  4. 4. source: forrester.com
  5. 5. 68%of omers Lost Due to Employee Indiffe source: bizjournals.com
  6. 6. source: xeniosgroup.com
  7. 7. So … what does that look like?
  8. 8. Rule #1 Never Ask a Customer To Do Work
  9. 9. What do the truly great hotels do?
  10. 10. Rule #2 t People As They Want To Be Trea i.e. “Treat celebrities like normal people, and treat normal people like celebrities”
  11. 11. Rule #3 Anticipate Needs
  12. 12. “This is too hard. We’ll never be Four Seasons!”
  13. 13. It’s not about “WOW” service 100% of the time
  14. 14. It’s about consistently delivering better than average service at every touchpoint
  15. 15. 1. Map every touchpoint 2. Build a 360 customer view 3. Connect 360 to touchpoints
  16. 16. Be Awesome with Customers.
  17. 17. Thank you. @bartlorang bart@fullcontact.com

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