KC Blonski, Senior Director of Hospitality & Retail Market at AchieveGlobal, discussed how a company can deliver a world-class customer experience during a Thought Leadership Spotlight Presented by AchieveGlobal at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In his presentation, “Creating the Ultimate Customer Experience,” Blonski provided a clear vision and definition of customer experience to attendees. According to Blonski, effective leadership and organizational support are critical to deliver a top-notch customer experience. There are two sides to every customer experience, Blonski noted, and providing an outstanding customer experience should be a customer service initiative for businesses: “How many times do we talk about customer experience as a customer service initiative and we train our front line and let the managers go, or managers go, ‘This is important for them, it has nothing to do with me’? Understanding what is the circular relationship in customer experience and how it permeates all levels of an organization.” The customer experience is the only true differentiator for a business, Blonski said, because rivals cannot take the customer experience away from a company. However, if a business focuses on ways to improve its customer experience consistently, Blonski said, it can thrive in today’s corporate marketplace: “Does your organization hold a common view of the customer experience? More importantly, does everyone know what it looks like when it’s being done well and more importantly, do they understand their role in executing on it? It’s not someone else’s job anymore. It’s not someone else’s job.” - See more at: http://www.argylejournal.com/customer-care/thought-leadership-spotlight-presented-by-achieveglobal-creating-the-ultimate-customer-experience-kc-blonski-senior-director-hospitality-retail-market-achieveglobal/#sthash.if8Z5C5V.dpuf

1. Creating the Ultimate
Customer Experience
Presented by K.C. Blonski
Vice President, New Business Partnerships
AchieveGlobal

2. 61%
Say
Customer Experience is
critical to our long-term
success. However…

3. How do you define Customer Experience?
Channel
integration
Supply
Chain
New labor
models
Pricing
Strategy
Policy
Product
Inventory Rationalization
Management
New
Technology
People
Strategy

4. 2 sides of the Customer Experience

5. Five Drivers of Customer Loyalty
① Clear vision and definition of customer experience
② A defined customer relationship strategy
③ Superior skills for all customer-facing associates
④ Leadership who genuinely motivate and guide others
⑤ Effective organizational support

6. Five Drivers of
Customer Loyalty
Two sides of the
customer experience
deserve equal attention
① Clear vision and definition of
customer experience
but rarely get it

7. Five Drivers of
Customer Loyalty
Brand loyalty in
today's world:
It only takes
one negative
experience to
lose a
customer.
② A defined customer
relationship strategy

8. Brand Loyalty in Today’s World
 58%
will “always or often” pay more when perception of the experience is greater than the
expectation
 87%
will discontinue business with a company after a negative customer experience, an
increase of 12% from 2013
 84%
of those polled will tell others about a bad customer experience, up 10 percentage
points since last year
 37%
share positive experiences online
 88%
say they will post or tweet negative service experiences with an organization

9. Five Drivers of
Customer Loyalty
③ Superior skills for all
customer-facing associates
Importance
of the
Human Element

10. Five Drivers of
Customer Loyalty
④ Leadership who
genuinely motivate and
guide others
Front-Line
Organizational
Support
Owning the Customer Experience
Mid-Upper
Management

11. Five Drivers of
Customer Loyalty
⑤ Effective organizational
support
 Consistent and understood definition of
customer experience
 Proper reward and recognition alignment
 All processes aligned to support
customer experience

12. Questions
to ponder
Does your organization hold a
common view of what is
meant by the customer
experience?
Does everyone know what it
looks like when it is being
done well?
What are we willing to give
up to get it?
23

13. Thank You
KC Blonski
Phone 813-925-1596
E-Mail: kc.blonski@achieveglobal.com