The document emphasizes the importance of enhancing the customer journey and experience by being empathetic, transparent, and personal in communication. It outlines key strategies for businesses to succeed, including reducing friction, understanding customer needs, and building trust through transparency and personalization. The author positions customers as valued guests and stresses the significance of continuous improvement in customer experience.

1. ‫רוזן‬ ‫שי‬
052-5118539
shayr@realcommerce.co.il

4. Major change in day to day life

34. Value

37. Customer
Journey

38. Customer Journey
Awareness Search Research decision Purchase Service advocacy

39. Customer Journey
Awareness Search Research decision Purchase Service advocacy
Motivations Needs Partners Concerns

44. Customer Journey
Awareness Search Research decision Purchase Service advocacy
?!

47. Experience

48. “We see our customers as invited
guests to a party, and we are the
hosts. It’s our job every day to make
every important aspect of the
customer experience a little bit
better.”

50. Great customer
experience

51. Amazing customer
experience

52. Awesome customer
experience

53. Wonderful customer
experience

54. Incredible customer
experience

55. Epic customer
experience

57. ‫שי‬ ‫הי‬,
‫אלינו‬ ‫שחזרת‬ ‫שמחים‬!
‫לגורו‬ ‫הרגיל‬ ‫השק‬ ‫את‬ ‫לך‬ ‫להשאיר‬
‫ב‬ ‫מחר‬-10‫מאחורי‬ ‫לבית‬ ‫מחוץ‬ ‫בבוקר‬
‫תמיד‬ ‫כמו‬ ‫המדרגות‬,‫היא‬ ‫העלות‬
₪100‫האשראי‬ ‫מכרטיס‬ ‫ונחייב‬
‫הקודמת‬ ‫מהפעם‬ ‫אצלנו‬ ‫ששמור‬?

58. ‫חוויית‬
‫טובה‬ ‫משתמש‬

59. ‫חוויית‬
‫משתמש‬‫אפי‬‫ת‬

60. ‫חוויית‬
‫משתמש‬‫אפית‬

61. ‫חוויית‬
‫משתמש‬‫אפית‬

62. ‫מה‬ ‫בדיוק‬
‫צריך‬ ‫שאני‬
‫במינימום‬
‫ומאמץ‬ ‫זמן‬
‫חוויית‬
‫משתמש‬‫אפי‬‫ת‬

64. Empathy

69. Communicate

70. ‫השקף‬ ‫נושא‬

71. Immediate

74. Personal

76. Transparency

78. Valuable, relevant & Personal
Experience
+
Immediate communication
+
Transparency
=

79. Trust

80. Relationship

82. New Business

83. Journey
Digital

84. 2019

85. 2019?• The only way to succeed is to get recommended
• Solve problems
• Reduce friction along the customer journey
• Understand motivations, needs, partners,
concerns
• Communicate & Respond quickly
• Personalize
• Be transparent
• Increase trust
• Build a relationship
• Take the journey, one step at a time

87. Happy 2019
Shay Rosen shayr@realcommerce.co.il 052-5118539