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Customer Experience Management - Talent Management

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Customer Experience Management Talent Management AIESEC Poland NPS Net Promoter Score

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Customer Experience Management - Talent Management

  1. 1. Customer Experience in Talent Management CEM TM
  2. 2. Our goal is to make clear how to provide a great customer experience!
  3. 3. how to create ‘devoted’ customers a practical guide
  4. 4. UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”
  5. 5. ‘devoted’ customers? not ‘satisfied’ customers not even ‘delighted’ customers
  6. 6. why?
  7. 7. 86 % of detractors express satisfaction with the previous experience/supplier so
  8. 8. forget ‘satisfaction’ think ‘devotion’
  9. 9. some customers have high expectations low expectations all customers either have a ‘great’ experience a ‘poor’ experience
  10. 10. look at it like this
  11. 11. high expectations low expectations a ‘poor’ experience a ‘great’ experience
  12. 12. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘delighted’
  13. 13. ‘delighted’ customers are surprised by the level of service you provide are surprised by the level of service you provide ( positively surprised please!) so
  14. 14. ‘delighting’ customers is ‘a good start’
  15. 15. but with time expectations will rise (which is a good thing) the challenge is to consistently deliver a ‘great’ experience
  16. 16. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
  17. 17. why? ‘devoted’ customers
  18. 18. stick with you
  19. 19. spend more
  20. 20. shout about you to others
  21. 21. the goal therefore is to create ‘devoted’ customers how?
  22. 22. “ the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe
  23. 23. give your customers ‘a damn good listening to’
  24. 24. 44% of consumers say the majority of their customer experiences are bland
  25. 25. stand in your own queues
  26. 26. identify your barriers to giving a great experience
  27. 27. aim this for
  28. 28. high expectations low expectations a ‘poor’ experience a ‘great’ experience
  29. 29. it’s not easy occasionally customers will have a ‘poor’ experience
  30. 30. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘disappointed’
  31. 31. spot ‘disappointment’
  32. 32. ask were you completely happy with YOUR service? and act get to this
  33. 33. high expectations low expectations a ‘poor’ experience a ‘great’ experience ‘devoted’
  34. 34. go for ‘delighted’ aim for ‘devoted’ spot ‘disappointed’ avoid ‘disaffected’
  35. 35. creating ‘devoted’ customers
  36. 36. means taking action, not notes
  37. 37. Our goal is to make clear how to provide a great customer experience!

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