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Customer Service

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Customers Who Are They, What Do They Want, and How Do You Keep Them?
Your Best Customer Service Experience...
Differentiators ,[object Object],[object Object],[object Object]
Regional Demographics ,[object Object],[object Object],[object Object],[object Object],[object Object]
What Do Customers Want? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What Do Customers Expect? ,[object Object],[object Object],[object Object],[object Object],[object Object]
The customer experience is a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.
Moments of Truth ,[object Object],[object Object],[object Object],[object Object],[object Object]
Measure of Success ,[object Object],[object Object]
What Gets in the Way?
Noise ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why Does Service Suffer? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why Does Service Suffer? (cont) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Stages of Frustration ,[object Object],[object Object],[object Object]
Meeting Needs
Executive Report on Customer Retention ,[object Object],[object Object],[object Object]
Food For Thought ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Fantastic Service Equation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Next Steps- Employees ,[object Object],[object Object],[object Object],[object Object]
Next Steps - Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
How Do You Retain Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customers Who Are They, What Do They Want, and How Do You Keep Them?

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