Experience economy
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Customer experience is defined as a customer's internal and subjective response to any direct or indirect contact with a company. Customer satisfaction occurs when a customer's expectations are met or exceeded through positive experiences. There are three patterns for collecting customer experience information: persistent, periodic, and pulsed. Customer experience management is the process companies use to track, oversee, and manage every customer interaction throughout the customer lifecycle to meet or exceed customer expectations and build loyalty. It differs from customer relationship management in that it focuses on capturing what customers think rather than what a company knows and takes place during interactions rather than after.
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Customer Experience -- Type of measurement system s
NPS , CES , CLV , CSAT ,Churn , Repeat/Reopen , Churn Rate
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3) Drivers for Customer Experience
4) Case Study ( Customer Experience Training for TfL)
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8) Process Drivers for Continuous Service Improvement
9) Customer Experience Vision
Customer Loyalty
Customer Experience
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Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
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Drivers for Customer Experience
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What customer value most in their customer experience:-
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Delight your customers:-
Surprise your Shoppers :-
Build a community :-
Up your social media game :-
Follow an Impactful strategy :-
Deliver an Omi channel Customer Experience :-
Personalize Customer Experience :-
Common Service Language
Engaging Service Vision
Service Staff Recruitment
New staff orientation
Service Communications
Service Reorganizations & Rewards
Voice of Customer
Service Measure and Metric
Service Improvement Process
Service recovery & Guarantee
Service Benchmarking
Service Role Modeling
Continuous Service Improvement
Continuous Service Improvement
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Notes
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
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- For CRM to be effective, companies must decide what customer information to collect and how to use it. Many CRM projects fail because of this.
- Social CRM focuses on engaging customers in collaborative conversations to provide mutual value through trusted and transparent interactions.
- Several companies, like KLM and Fiskars, are highlighted for how
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- 2. What is Customer Experience? Customer Experience is the internal and subjective response customers have to any direct or indirect contact with a company.
- 3. Customer Satisfaction •Customer Satisfaction is essentially the culmination of a series of customer Experience. •It occurs only when the gap between customer expectation and their subsequent experiences has been closed.
- 4. Patterns to collect Customer Experience Information • Persistent Example: Rent-A-car • Periodic Example: Hewlett-Packard • Pulsed Example: Super Market
- 5. What is CEM? Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.(searchcrm.techtarget.com)
- 6. CEM Versus CRM Customer Experience Management • It captures and distributes what a customer thinks about the company. • It takes place at the point of customer interaction: ”touch point”. • Monitored using surveys, targeted studies, observational studies etc. Customer Relationship Management • It captures and distributes what a company knows about a customer. • It takes place after there is a record of a customer interaction. • Monitored using Market Research, point of sales data etc.
- 7. THANK YOU