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10 Customers Experiences
Your Customers Demand!
“In our research and consulting on customer journeys, we’ve found that
organizations able to skillfully manage the entire experience reap enormous
rewards: enhanced customer satisfaction, reduced churn, increased revenue,
and greater employee satisfaction. They also discover more-effective ways to
collaborate across functions and levels, a process that delivers gains
throughout the company.”
- Harvard Business Review
3
The Buyer’s Journey Is Not As Simple
As Moving From Point A To Point B!
4
There Are Many Touch Points – Or
Dots – To Connect To Create A Good
Customer Experience!
Here Are 10 Customer Experiences
Touch Points You Need To Pay
Attention To!
Keep my experience simple & easy.
7
Educate & communicate with me.
9
Quickly resolve the bumpy road.
11
Personalize my experience.
13
Make it easy for me to #humblebrag.
15
Make me feel safe.
17
Always be available for me.
19
Surprise & delight me!
21
Be mobile for me.
23
Create a circle of trust for me.
25
Respect my privacy.
27
28
So, here’s to connecting those dots to
create a happy customer experience –
and not a scary one!
29
Scary Experience Happy Experience
(cheese steak)
Have A Great Customer
Experience? Share It With Me!
@GerryMoran
MarketingThink.com
In/GerryMoran
Moran.Gerry@gmail.com

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