Presentation outlining strategies to help create memories, not just measured satisfaction.

1. Customer Experience:
Moving Beyond Service
September 23, 2015
Sponsored by the Greater Haverhill Chamber of Commerce & Align Credit
Union
Presented by Deb Hoadley, Hoadley Consulting

2. Service vs. Experience
Can anyone think of a time when you received bad service? Good
service?
Service is only one aspect of experience
Customer Service Customer Experience
Interaction & Transactional Emotional: Reason they
come – how they feel
Resolution to a problem Why the problem happened
Options to do something or
have something
How easy is it
Subjective Experiential
RESPONSIVE EMPOWERMENT

3. Satisfaction vs. Loyalty
Is one better than another?
Satisfaction is quantified – what if you have a 97.5%
satisfaction rate? Is this enough? NO
“Instead of being measurable, it needs to be
memorable.”

4. Telling a Story
What do you want the story to be?
“Moments between the moments.” Jeff Rosenblum,
Naked Brand
Think about the story you want to tell or want your
customer’s to tell about your business. Was it just facts,
or did you engage them with something personal?

5. Expectations of Today
Instant gratification – no delay, always on
Use technology because that is where your customers are
Five key things about social media
1. Strengthen relationships (Be personable)
2. More immediate customer service (Be there)
3. Shows you care about them – being where they are
(Celebrate)
4. “Word of Mouth” today (Impact)
5. Know your followers (Inform)

6. Pain vs Pleasure
Mapping out a quick workflow of all the places where
customer interacts with your business
Upping the UX – take an issue and extend it, now
innovative it
Policies – are they barriers? are they consistent? Are they
outdated?

7. Michelli’s Gold Standards
 Define & Refine
 Empower through Trust
 Its not about you
 Deliver “Wow”
 Leave a Lasting Footprint
Say “Thank You”
Commitment Statement: What will you do when you get
back to work related to customer experience?

8. Contact Information
Deb Hoadley, Consultant & Trainer
Hoadley Consulting
Plaistow, NH
debhoadley@hoadleyconsulting.com
603-819-1798
www.hoadleyconsulting.com