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Insightful Quotes To Plan The Future Of Customer Experience

We looked at advice and wisdom by industry thoughts leaders and marketing experts, shared in the form of inspiring quotes to help you focus on what you can do to improve customer experience (a growing priority) for a better tomorrow. 

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Insightful Quotes To Plan The Future Of Customer Experience

  1. 1. For Innovative Outcomes… These Short Inspiring Quotes Will Make You Think Differently About Customer Experience
  2. 2. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com As a marketer, you lead a very busy life in the experience economy. Professionally you are trying to grow your business. You have to stay on top of the budget, branding, content creation, industry trends, personalization, real- time response to customers – not to mention struggling to find time for personal life. You increasingly juggle with data (facts and figures) to get smarter and more efficient, but often insufficient data slows you down. So we looked at advice and wisdom by industry thoughts leaders and marketing experts, shared in the form of inspiring quotes to help you focus on what you can do to improve customer experience (a growing priority) for a better tomorrow. We hope this gives you a breath of fresh air and helps you effortlessly sum up an idea to help you put your company on the road to success. 2
  3. 3. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 3 “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.” Mahatma Gandhi Customer define our existence. What they perceive about us can make or break us. Learning
  4. 4. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” Ian Schafer To keep pace with demanding clients, it's mandatory to start investing in customer experience management. And the new mantra is Innovation = invention + commercialization 4 Learning
  5. 5. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 5 “Each business is a victim of Digital Darwinism, the evolution of consumer behaviour when society and technology evolve faster than the ability to exploit it.” Brian Solis Just because you are complacent and still use a traditional approach to serving your customers does not mean competition is laid back too. They may surprise you any day with their human-centric approach and adoption of next- gen technology. Learning
  6. 6. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Spoilt for choice, today’s customer vanish overnight without any forewarning. You need to find the hooks that your product should have that can address their irritation, pain, and help overcome failure. Learning 6 image source : Geralt, Pixabay “In the world of internet customer service, it’s important to remember your competitor is only one mouse click away” Doug Warner Learning
  7. 7. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 7 "You have to empathize with your target audience in three ways: how they discover information, their preferences for consumption - which drills down into channels, devices, and content - and what motivates them to take action." Lee Oden Your customer is in pain or has a desire and is looking out for a solution. So, make it easy to find a solution. Put yourself in their shoes and identify with their needs and wants. Try and understand their situation, feelings, and motives along the buying cycle. Apply this insight to products development, marketing communication, customer care, training, etc. Learning Image source ; IAN Balrd, Flickr
  8. 8. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Enable customer to buy your product or services from any channel (online, mobile and offline). The way to the customer’s heart is by providing seamless communication and experience across all channels. 8 “Make your product easier to buy than your competition, or you will find your customers buying from them, not you.” Mark Cuban Learning
  9. 9. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 9 "No one wakes up in the morning thinking they want to see an ad or get yet another email in their inbox, so your job as a marketer is to be more relevant and more remarkable than anyone else in your space.” Mike Volpe No one likes being pushed. Your customers will only buy when they are ready. So as marketers, stop screaming for their attention. You need to stop interrupting customers with the notification hell. Instead, build products that people are interested in and willing to buy. Learning Image source : pexel
  10. 10. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied” Jerry Fritz Image source : Celena Galli, Flickr 10 Learning Product features and offers can easily be aped by competition. But, it’s very difficult to replicate the emotional connect or exclusive “experience” your brand provides to customers.
  11. 11. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “Customer experience is the next competitive battleground it’s where businesses are won or lost” Tom Knighton 11 Today, the only real differentiator is the service, you can provide to your customers. Learning image source : Marxpeterson, Pixabay
  12. 12. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Alan Cleaver, Flickr12 "Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.“ Steve Jobs Put yourself in the customer shoes while designing the experience they want. Use data-driven insights to predict what they want before they realise they want it. Learning Image source : Wikimedia
  13. 13. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Wikimedia 13 “Your most unhappy customers are your greatest source of learning." Bill Gates Learning Mistakes are part of the game. It’s how well you can identify where you went wrong; understand what, when, where and how to change. Ability to track and measure the progress and make necessary course corrections. Image source : PD Pics, Pixabay
  14. 14. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” Steve Jobs The customers wants a solution to address their pain or meet their desire. The technology used is not their primary concern. Learning 14
  15. 15. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Steve jurvestone, Flickr 15 “Only when the design fails does it call attention to itself; when it succeeds. it’s invisible” John D. Berry Learning In the attention-deficit digital world, its easy to get management attention when the solution is not working, profits are dwindling and customers are walking away from your brand. The question is why lead it to such an extreme situation, that is detrimental to business.
  16. 16. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “We can’t solve problem by using the same kind of thinking we used when we created them.” Albert Einstein Image source : Ambroochizafer, Pixabay 16 Learning To provide a seamless customer experience, shift your mindset to an Outside-In approach . Listen to your customers and provide value that helps them to get their jobs done (better than your competition ).
  17. 17. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “Customer service is not a department, it’s everyone’s job.” Anonymous 17 Learning For too long, the contact center has been held responsible to address customers complaints. But in reality, every department is responsible to provide the wow experience to customers – from R&D through to marketing to finance. Image source : Unsplash, Pixabay
  18. 18. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com To break down the departmental silos and improve communication and transparency, you will need the support from top management. The key to success is the right culture of appreciation where every individual's effort is acknowledged and never taken for granted. You also need tools to facilitate this new culture of sharing, to bridge the gaps between departments. 18 Break the silos in the departments. “We need to reach that happy stage of our development when differences and diversity are not seen as sources of division and distrust, but of strength and inspiration.” Josefa lloilo Learning Image source : Jon Melendez
  19. 19. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com image source : Michael Cardus, Flickr 19 “None of us as smart as all of us. Keeping your ideas to yourself is detrimental. Diversity of people equals diversity of ideas.” Denise Jackob Learning By breaking down the silos, you bring diversely skilled people with significant, and competitively relevant knowledge and perspectives about how to solve the customer's problem.
  20. 20. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “The link between ideas and action is rarely direct. There is almost always an intermediate step in which the idea is overcome.” Eric Hoffer 20 Learning Image source : Geralt, pixabay Great ideas without action means nothing. The energized team collaborates, communicate the ideas, prioritize and get the buy-in, design the processes to reach the goal, create and allocate tasks, measure the progress. The empowered team also challenges the underlying assumptions about an organization’s existing functions, strategies, operations, practices, and procedures.
  21. 21. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “For a designer it’s good things to have constraints: rules, clients, limited budget, a specific audience, because if you don’t have those, you stop being a designer, you’re an artist.” 21 Learning You need to balance the marketing return on investment (MROI) vs spend across geographies and product lines, messaging, fine tuning the optimal mix of channels. Image source :
  22. 22. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “Customer journey is the glue that ties experience that customer has with operational processes” Clay Richardson Image source : Unsplash, Pixapay 22 Learning A customer journey map tells you the story of the customer’s experience with your brand. It talks about their feelings, motivations and concerns or queries across each touchpoints - from initial contact to becoming a loyal customer.
  23. 23. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Wikimedia 23 “A brand is defined by the customer’s experience. The experience is delivered by the employees.“ Shep Hyken Learning Employees deliver the experience you intend to provide to your customers. Employees should see how excellent service relates to the organization profits and their future growth with the company.
  24. 24. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com “Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.” Martin Oliver Image source : Employer-Lawyer, PLLC, Flickr 24 Learning An engaged employee drives better business performance and customer experience. Don't forget to reward employees who provide excellent customer service and practice it consistently.
  25. 25. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Wikimedia 25 “People will forget what you sad, people will forget what you did, but people will remember how you made them feel.” Maya Angelou Learning Nurturing relationships with customers is essential for business success. In the digital age, an unhappy customer can negatively impact your business by sharing their opinion or feelings with the others via the web, mobile and social media. That’s why it’s important to create an excellent experience for your customers.
  26. 26. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 26 “When the customer is satisfied and everyone is happy, the job is not finished. Give them a reason to come back.” Shep Hyken Learning Be genuinely committed to customer’s success. This commitment must be so powerful that each and every customer can sense it and they will keep coming back for more.
  27. 27. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 27 “Customer experience optimisation is like dumping out a new jigsaw puzzle. You start with an overview and then look for the corners and edges to frame it” Barry Dalton Learning Every touchpoint has the potential to make or break the customer experience. Identify the ones that matter most or that can help you to differentiate your service experience. Image source : Reidy6, Pixabay
  28. 28. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 28 “Making sure you’re measuring the right metrics is important.” Andrea Browne and Gillian Vogl Learning Today as marketers, we get data with greater detail and increased frequency aka real-time. With personalization being the key to engage and retain customers, its important to measure relevant metrics and move away from a stereotype campaign mindset. Image source : Merio, Pixabay
  29. 29. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com So what can we learn from some of the best quotes? 29 Image source : Geralt, Pixabay Customers are the lifeline of every business – and pleasing them is the only way to stay ahead of the competition. Though getting it right is difficult, the rewards are huge. It means to differentiate your brand; you need to create a deeper connect than the normal ‘brand-customer’ relationship. You can do so by focusing on employee experience to deliver a wow customer experience – leading to a greater brand and customer engagement, loyalty and retention.
  30. 30. © Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Vidya Priya Rao| Founder and Director +91-8080015500 in.linkedin.com/in/vidyapriyarao vidyapriya.rao@marketerstouchpoint.com Contact http://marketerstouchpoint.com 30

We looked at advice and wisdom by industry thoughts leaders and marketing experts, shared in the form of inspiring quotes to help you focus on what you can do to improve customer experience (a growing priority) for a better tomorrow. 

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