Considerations when designing your branded customer experiences. Class presented to University of Stellenbosch Business School - Customer Experience Excellence Program.
Growing your business requires investment—but with so many competing priorities, where should you focus your time, money and expertise?
Start with a resource you already have that can drive both profitability and customer satisfaction: your employees.
Studies have proven that companies with engaged employees had 2.6 times the earning per share growth of companies with below average employee engagement and 86% higher success rates on customer metrics.
In our latest white paper, learn the four key requirements of effective employee engagement and how treating your employees like customers can improve your business.
Redesigning Business - A workshop with Tim Loo - WebVisions BCN 2014Tim Loo
This is the workshop presentation from WebVisions BCN 2014 presented by Tim Loo, Strategy Director at Foolproof.
In an increasingly complex and digitally centric world, consumers are quickly evolving their thinking and behaviour. Many organisations are struggling to keep up, often failing to coherently live up to their brand and service promises. In this workshop, we’ll explore the role of the experience strategist creating wider business change, and the challenges and opportunities for the strategist in “redesigning” organisational attitudes and thinking around the customer.
Getting more customers is the first thing that comes to mind when someone says making more money for a business. So, to increase your customer retention rates, I've compiled a list of top 7 efficient techniques for retaining customers.
Welcome to the world of conversational sales & marketing - Onva is a world leading word-of-mouth sales and marketing consultancy. Our advantage helps our clients sell more for less
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideClearAction
For an updated version of this presentation: https://www.slideshare.net/clearaction/contact-center-is-a-gold-mine-for-customer-experience-improvement-companywide
Customer comments in the contact center are underutilized gold mines for guiding your whole company in improving and differentiating customer experience for stronger business results.
See https://ClearAction.com
Growing your business requires investment—but with so many competing priorities, where should you focus your time, money and expertise?
Start with a resource you already have that can drive both profitability and customer satisfaction: your employees.
Studies have proven that companies with engaged employees had 2.6 times the earning per share growth of companies with below average employee engagement and 86% higher success rates on customer metrics.
In our latest white paper, learn the four key requirements of effective employee engagement and how treating your employees like customers can improve your business.
Redesigning Business - A workshop with Tim Loo - WebVisions BCN 2014Tim Loo
This is the workshop presentation from WebVisions BCN 2014 presented by Tim Loo, Strategy Director at Foolproof.
In an increasingly complex and digitally centric world, consumers are quickly evolving their thinking and behaviour. Many organisations are struggling to keep up, often failing to coherently live up to their brand and service promises. In this workshop, we’ll explore the role of the experience strategist creating wider business change, and the challenges and opportunities for the strategist in “redesigning” organisational attitudes and thinking around the customer.
Getting more customers is the first thing that comes to mind when someone says making more money for a business. So, to increase your customer retention rates, I've compiled a list of top 7 efficient techniques for retaining customers.
Welcome to the world of conversational sales & marketing - Onva is a world leading word-of-mouth sales and marketing consultancy. Our advantage helps our clients sell more for less
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideClearAction
For an updated version of this presentation: https://www.slideshare.net/clearaction/contact-center-is-a-gold-mine-for-customer-experience-improvement-companywide
Customer comments in the contact center are underutilized gold mines for guiding your whole company in improving and differentiating customer experience for stronger business results.
See https://ClearAction.com
Future proof your customer experience with 2018 trends innovationChantel Botha
Our needs are fundamentally not changing, but how we meet those needs are radically shifting.
Join this innovation workshop to look at the current consumer trends and how that is changing customer expectations.
Explore in lively group discussions, how businesses can anticipate better, come up with radical innovation before consumers get bored or find another product or service that better meets their needs.
BrandLove will also present their top trends for 2018 that they believe will change how consumers will want experience brands in the future.
This presentation will cover the delights and challenges related to being ina customer experience leadership role. It includes research that was done in South Africa.
Introduction to Customer Journey Mapping (2017)Chantel Botha
Introduction to Customer Journey Mapping. This presentation is part of a 4 part series covering an introduction to Customer Journey Mapping. It also contains sample customer journey maps.
Find more resources and information on www.brandlove.co.za
Email us on hello@brandlove.co.za
Customer Experience Trends for 2017 that will influence how consumers want to...Chantel Botha
What experiences will customers demand from you in future? Lets look at the current trends and speculate about how people will meet their needs in future and how this will impact the design of your brand experience.
View more about what we do on www.brandlove.co.za
Email us hello@brandlove.co.za
Come to our trends workshop!
Trends Innovation Workshop - 14 Feb - Cape Town
http://www.brandlove.co.za/product/customer-experience-cx-trends-2017-beyond/
Trends Innovation Workshop - 16 Feb - Johannesburg
http://www.brandlove.co.za/product/2017-customer-experience-trends-innovation-workshop-johannesburg/
CRAFTING ORGANISATIONAL CULTURE THAT WILL CONTINUE TO INSPIRE AND MOTIVATE PE...Chantel Botha
So often, we find inspiring values and mission and vision statements on the walls of many organizations where people tell you, they only work because they have to. The presentation will cover the elements of an organizational culture that needs to be nurtured and lived and treated as a living organism in order for people to continue to be inspired by it.
THE BENEFITS OF LAUGHTER IN THE WORKPLACEChantel Botha
Laughter Yoga is a unique concept where anyone can laugh for no reason at all, there is no need for jokes or comedy. We practice unconditional laughter. Studies show that the mind & body do not differentiate between real or fake laughter – the benefits are the same. It is part of Mind-Body science. We teach the mind and body to laugh. During a Laughter session we practice laughter as an exercise, followed by laughter meditation (laughter free flow) & finish with a guided relaxation.
“we do not laugh because we are happy, we are happy because we laugh”
Participants will become equipped to incorporate more laughter into their personal and work lives. We will experientially learn the benefits of laughter which include:
• reduced stress
• strengthened immune system
• elevated mood
• less pain (emotional and physical)
• increased connectedness
A happier workplace fosters improved productivity, teamwork, and resilience.
This is a breakthrough laughter delivery system that can enable a person to laugh continuously for 15 to 20 minutes, releasing endorphins, serotonin & dopamine; effectively releasing a “cocktail of happy hormones” into the brain to counter stress hormones of adrenaline & cortisol.
Essentially, a laughter session is a single exercise routine, which reduces physical, mental and emotional stress simultaneously and brings emotional balance.
Some of the personal long lasting effects of a laughter intervention are self-efficacy, team development and increased empathy. A regular practice of Laughter is life-changing: resulting in an increased sense of well being, leading to healthy, motivated and inspired staff.
We teach proven and sustainable lifestyle tools and strategies that release physical and emotional tensions and create positive behavioral change in people, workplaces and communities.
Happy people = Healthy organizations
We establish this Social Covenant and agree that when we are together we will -
Treat each other with Respect, Honesty, Encouragement, Kindness, Friendship, Forgiveness, Dignity, Patience, Mercy, Trust, Empathy, Tact, Love, Value, Grace, Truth, Integrity, and Confidentiality, and will listen and not gossip!
In addition, we will be Non-judgmental, Accountable, Flexible, Courteous, Committed, Productive, Ethical, Open, Slow to Anger, Supportive, Transparent, Clear, and Truthful.
DESIGNING A INTERNAL BRAND THAT INSPIRES EMPLOYEESChantel Botha
Marketing and brand teams so often focus solely on customers. This presentation will share thoughts on internal branding and how one can translate a brand for employees in such a way that it will inspire and motivate them to live the brand and deliver distinctly branded experiences in every interaction with customers.
Lecture for happiness matters symposium 25 4-2016Chantel Botha
This presentation will take you through a theoretical understanding of the work of Eric Berne around transactional analysis and how this understanding can transform you interactions in the workplace as well as your personal life.
Generative Attention: A Tool for Engagement and ConnectionChantel Botha
The Thinking Environments offers individuals a way of transforming interactions. It leads to better communication, problem-solving, greater collaboration & better performance.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
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30. Gap 1: Customers’ expectations versus management perceptions: Gap 2: Management perceptions versus service specifications: Gap 3: Service specifications versus service delivery: Gap 4: Service delivery versus external communication: Gap 5: The discrepancy between customer expectations and their perceptions of the service delivered: Gap 6: The discrepancy between customer expectations and employees’ perceptions: Gap 7: The discrepancy between employee’s perceptions and management perceptions:
52. Gap 1: Customers’ expectations versus management perceptions: Gap 2: Management perceptions versus service specifications: Gap 3: Service specifications versus service delivery: Gap 4: Service delivery versus external communication: Gap 5: The discrepancy between customer expectations and their perceptions of the service delivered: Gap 6: The discrepancy between customer expectations and employees’ perceptions: Gap 7: The discrepancy between employee’s perceptions and management perceptions:
59. Listen to telephone callsUse this and define the desired experience for your client “Client Experience Definition” Collecting and understanding the Voice of the Client
70. "..within four days of the song going online, the gathering thunderclouds of bad PR caused United Airlines' stock price to suffer a mid-flight stall, and it plunged by 10 per cent, costing shareholders $180 million. Which, incidentally, would have bought Carroll more than 51,000 replacement guitars." 10,905,813 views
74. Learn for the futureFront-line staff should be empowered to solve problems for clients Aviva ran an “Angry Customer Forum” to help improve the experience for their customers Problem management
80. Give your own employees a remarkable experienceDeliberate design of each interaction and each person’s stage performance will deliver results! Communicating with employees
81.
82. Look at the entire client lifecycle and see your organisation like the client would
84. Have the “Experience Definition” in sight and use that as the true north to ensure the design of consistent experiencesCross-organisational coordination