Presented at 2017's Big Digital Conference in Adelaide. The presentation demonstrated tactics how to identify your audience, then apply these insights to identify customer goals and to define key customer journeys.
You Had Me At Hello: Secrets of Apple's Customer Experience ExposedMike Wittenstein
Apple makes sure that each positive effect customers perceive front-of-house (FOH) is supported by solid back-of-house (BOH) operations. It’s just like a restaurant where the maitre d’ handles the dining room, wait staff, and experience delivery while the chef takes care of food preparation, kitchen staff, purchasing, etc. Apple integrates Front of House (FOH) and Back of House (BOH) strategically, elegantly, and profitably. (That’s the first secret by the way.)
How to Prepare for the Lowe's Customer Service Associate Interview?Coursetake
Learn More - http://bit.do/lowes-customer-service-associate
Lowe's Customer Service Associate Interview Preparation
Ace the Customer Service Associate Interview at Lowe's in a step by step teaching method.
Summary
Lowe's Customer Service Associate Interview Preparation is a comprehensive course to help you ace the coveted job of a Customer Service Associate at Lowe's.
Learn in a step by step manner how to ace this interview at Lowe's.
The approach of this course is to first teach you a chapter and then give you some homework to complete.
This course consists of slides and worksheets, that you can download and combines both theory and practice to help you succeed and get you your dream job.
Prerequisites
None. Everything will be covered in detail.
Target Student
Candidates preparing for the Lowe's Customer Service Associate Interview.
Students who are interested in learning more about the Lowe's Customer Service Associate interview process.
What will you learn?
Ace the Customer Service Associate Interview at Lowe's.
Learn in a Step by Step Teaching method how to prepare for the Lowe's Customer Service Associate Interview.
You Had Me At Hello: Secrets of Apple's Customer Experience ExposedMike Wittenstein
Apple makes sure that each positive effect customers perceive front-of-house (FOH) is supported by solid back-of-house (BOH) operations. It’s just like a restaurant where the maitre d’ handles the dining room, wait staff, and experience delivery while the chef takes care of food preparation, kitchen staff, purchasing, etc. Apple integrates Front of House (FOH) and Back of House (BOH) strategically, elegantly, and profitably. (That’s the first secret by the way.)
How to Prepare for the Lowe's Customer Service Associate Interview?Coursetake
Learn More - http://bit.do/lowes-customer-service-associate
Lowe's Customer Service Associate Interview Preparation
Ace the Customer Service Associate Interview at Lowe's in a step by step teaching method.
Summary
Lowe's Customer Service Associate Interview Preparation is a comprehensive course to help you ace the coveted job of a Customer Service Associate at Lowe's.
Learn in a step by step manner how to ace this interview at Lowe's.
The approach of this course is to first teach you a chapter and then give you some homework to complete.
This course consists of slides and worksheets, that you can download and combines both theory and practice to help you succeed and get you your dream job.
Prerequisites
None. Everything will be covered in detail.
Target Student
Candidates preparing for the Lowe's Customer Service Associate Interview.
Students who are interested in learning more about the Lowe's Customer Service Associate interview process.
What will you learn?
Ace the Customer Service Associate Interview at Lowe's.
Learn in a Step by Step Teaching method how to prepare for the Lowe's Customer Service Associate Interview.
Inform, don't sell - selling in the social media ageCraig Pickering
Selling has changed with social media...forever.
If you don't recognise this, then your business will suffer and you will lose to those who embrace this new selling technique.
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
The importance of being customer-centric and looking at the situation through their eyes, building rapport, understanding the importance of value and why it is highly personal and, if you're a sales person, knowing when to shut up!
How to Use Video Throughout the Buyer's JourneyHannah Flynn
Forrester Research Group reports that on average 70% of a buyer’s purchasing decision is made before engaging with a sales team. That’s staggering, but what does that mean for us as organizations?
For many of us, that means we must become great educators and provide the best answers for our prospects at every stage of their journey.
So the question is: Will you choose to be an educator in your industry?
Join us to find out where different video types perform best in the buyer’s journey and how you can use them to generate, qualify, and convert more leads.
Your Ultimate guide in turning complaints into business opportunities. For more free training, tips and tools - check us out at: www.tek-infovision.com Email me at: bam@tek-infovision.com
How to Prepare for the Verizon Sales Representative Interview?Coursetake
Learn More - http://bit.do/verizon-sales
Verizon Sales Representative Interview Preparation
Ace the Sales Representative Interview at Verizon in a step by step teaching method.
Summary
Verizon Sales Representative Interview Preparation is a comprehensive course to help you ace the coveted job of a Sales Representative at Verizon.
Learn in a step by step manner how to ace this interview at Verizon.
The approach of this course is to first teach you a chapter and then give you some homework to complete.
This course consists of slides and worksheets, that you can download and combines both theory and practice to help you succeed and get you your dream job.
Prerequisites
None. Everything will be covered in detail.
Target Student
Candidates preparing for the Verizon Sales Representative Interview.
Students who are interested in learning more about the Verizon Sales Representative interview process.
What will you learn?
Ace the Sales Representative Interview at Verizon.
Learn in a Step by Step Teaching method how to prepare for the Verizon Sales Representative Interview.
The Power of Technical Communication: How and Where We Impact the Bottom LineSharon Burton
Technical communication impacts many important business issues. This presentation covers these issues and provides ways to start measuring the dollar value we add.
9 Simple Ways for Winning Back the Lost CustomersTentacle Cloud
Customer churn is an important metric since it is quite inexpensive to retain existing customers than it is to get new customers – getting business from new customers means working leads all the way through the sales funnel, employing your marketing and sales assets during the practice. The growth rate of a company, measured by the number of new customers, should be higher than its churn rate. Therefore, decreasing churn rate is a vital task for any business.
www.tentaclecloud.com/signup.php
Inform, don't sell - selling in the social media ageCraig Pickering
Selling has changed with social media...forever.
If you don't recognise this, then your business will suffer and you will lose to those who embrace this new selling technique.
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
The importance of being customer-centric and looking at the situation through their eyes, building rapport, understanding the importance of value and why it is highly personal and, if you're a sales person, knowing when to shut up!
How to Use Video Throughout the Buyer's JourneyHannah Flynn
Forrester Research Group reports that on average 70% of a buyer’s purchasing decision is made before engaging with a sales team. That’s staggering, but what does that mean for us as organizations?
For many of us, that means we must become great educators and provide the best answers for our prospects at every stage of their journey.
So the question is: Will you choose to be an educator in your industry?
Join us to find out where different video types perform best in the buyer’s journey and how you can use them to generate, qualify, and convert more leads.
Your Ultimate guide in turning complaints into business opportunities. For more free training, tips and tools - check us out at: www.tek-infovision.com Email me at: bam@tek-infovision.com
How to Prepare for the Verizon Sales Representative Interview?Coursetake
Learn More - http://bit.do/verizon-sales
Verizon Sales Representative Interview Preparation
Ace the Sales Representative Interview at Verizon in a step by step teaching method.
Summary
Verizon Sales Representative Interview Preparation is a comprehensive course to help you ace the coveted job of a Sales Representative at Verizon.
Learn in a step by step manner how to ace this interview at Verizon.
The approach of this course is to first teach you a chapter and then give you some homework to complete.
This course consists of slides and worksheets, that you can download and combines both theory and practice to help you succeed and get you your dream job.
Prerequisites
None. Everything will be covered in detail.
Target Student
Candidates preparing for the Verizon Sales Representative Interview.
Students who are interested in learning more about the Verizon Sales Representative interview process.
What will you learn?
Ace the Sales Representative Interview at Verizon.
Learn in a Step by Step Teaching method how to prepare for the Verizon Sales Representative Interview.
The Power of Technical Communication: How and Where We Impact the Bottom LineSharon Burton
Technical communication impacts many important business issues. This presentation covers these issues and provides ways to start measuring the dollar value we add.
9 Simple Ways for Winning Back the Lost CustomersTentacle Cloud
Customer churn is an important metric since it is quite inexpensive to retain existing customers than it is to get new customers – getting business from new customers means working leads all the way through the sales funnel, employing your marketing and sales assets during the practice. The growth rate of a company, measured by the number of new customers, should be higher than its churn rate. Therefore, decreasing churn rate is a vital task for any business.
www.tentaclecloud.com/signup.php
Deal with Sales Rejection Using These TipsTentacle Cloud
Rejection has possibly ruined the careers of more salespeople than any other particular thing. But you must to learn out how to gracefully handle rejection.
www.tentaclecloud.com/signup
Product instructions: The missing piece of the customer experience webinarSharon Burton
The total customer experience is critical to the success of a company; it relates tightly to customer loyalty and increased sales. Companies with better customer experience see their revenues improve through increased spending from existing customers and reduced customer churn.
Product instructions are part of the Use cycle of the customer experience but how do you know if they are meeting the needs of your customers?
Learn more about:
• What your customers think about your product instructions:
o 95% of your customers are using the product instructions
o 71% of your customers think if the instructions are confusing or incomplete, the overall quality of the product is poor
o 71% of your customers think clear instructions means a company cares about them
• What good product instructions include and why
• 5 signs your product instructions are hurting the customer experience
The important elements of Customer Service as well as some Tips and Tricks to remember. Presented as part of the IGNITE Dubbo Skills Building Program 30th March 2017
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
http://www.tentaclecloud.com/signup.php
Managing your online reputation is critical to nearly every business. This presentation focuses on creating a culture within an organization to tackle online ratings and reviews. It's packed with planning models and practical tips.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
6. ➤ ZERO IN ON YOUR CUSTOMER
SEGMENTS.
➤ INCLUDE YOUR CUSTOMER
GOALS.
➤ DOCUMENT YOUR TOUCH
POINTS.
7. JOURNEY MAPPING
PURPOSE:
➤ TO RESEARCH TO
UNDERSTAND YOUR
CUSTOMER EXPERIENCE.
➤ IS A METHOD TO
DOCUMENT YOUR
CUSTOMER EXPERIENCE.
8. STAGES RESEARCH BOOK APPOINTMENT SPEAK TO SUPPORT ESCALATE ISSUE VISIT RESELLER VISIT APPLE STORE FOLLOW UP
ORGANISATION PROCESS
If a customer has AppleCare
we have a comprehensive
system of support. If a
customer doesn’t have
AppleCare we also have
provide full support and
service. We hope to resolve
most issues without need
for further escalation with
our robust support portal.
Upon receiving a call/
email this is lodged into
our system and tracked
throughout the process.
This case can be accessed
at any time via the support
portal.
Contact a customer.
Troubleshoot the issue.
Use standard systems and
processes to understand the
issue. Resolve if possible,
otherwise escalate to an
instore visit.
Attempt to book a customer
in at the Apple Store,
alternatively refer to an
authorised Apple reseller if
none available.
Ensure all resellers meet a
strict set of standards and
are assessed regularly to
ensure they comply with
our exceptional standard of
service.
If no appointments are
available at the Apple Store,
suggest an alternative
reseller. Also advise the
customer to get to the store
prior to opening as there
are opportunites to see a
Genius.
Follow-up with customer
to ensure their issue was
resolved and they were
happy with the level of
service.
CUSTOMER GOALS
Find a quick fix.
Hope by ignoring the
problem it stops!
Speak to a technical team
member to fix the problem.
Resolve the issue quickly.
Get support and resolve the
issue quickly.
Book an appointment as
soon as possible.
Repair the device with
no dramas and minimal
expense.
Have a positive outcome.
Repair the device.
Have the issue resolved.
CUSTOMER DOES
Visits forums and third
party forums. As well as
seek advice independently.
Schedules a call and
describes the issue to the
best of their knowledge.
Customer obidiently follows
instructions.
Customer opts for a reseller
as the Apple Store has no
appointments.
Customer researches local
resellers via Search for
reviews.
Goes to the store, leaves
computer with the hope
everything can be resolved.
Waits patiently to be one
of the first people seen at
the Apple Store. On store
opening gets seen within
the hour. The support
team go above and beyond
in providing a positive
experience.
Responds to the survey. Is
happy they will continue to
be a promoter of the brand.
As well as a loyal customer.
TOUCHPOINTS USED
• Support portal
• Community forum
• Educational in-store
workshops
• Call
• Online chat
• Bring into store
• Call
• Email
• Call
• Email
• SERPs
• In-store visit
• Call
• In-store visit
• Call
• Email
• Email
• Web survey
CUSTOMER EXPERIENCE
Confused
Information although clear
and comprehensive still
doesn’t resolve the issue and
leaves more questions than
answers.
Calm
Confident that the issue is
now going to be resolved.
Worried
Support staff are friendly,
helpful and patient. Due
to the assigned agent
being overseas it takes an
extened length of time to
troubleshoot the issue.
Stressed
Unable to get an
appointment at the Apple
Store, referred to a reseller.
Angry
The reseller doesn’t fix the
issue. Has a poor standard
of customer service and
refers the customer away
to an alternative reseller
when device is still faulty
to ensure their Apple Gold
status isn’t compromised.
Happy
The in-store experience is
an extension of the webstie.
It is consistent and the
representative is friendly,
helpful and patient.
Satisfied
The device has been fixed
and overall it has been a
positive experience.
ISSUES
• A customer service
operator can sometimes
be assigned from a
different country in a
different timezone. A
conversation to resolve
an issue can take place
over a couple of days.
• A customer being
assigned a number of
operators and having to
re-tell their case issue.
• Unless the customer can
book an appointment at
the Apple Store they are
being referred outside
of the ecosystem. The
relationship with the
brand is being dictated
by a third party.
• Not having enough
availability at Apple
Stores.
• Can’t control the
experience of the
customer. Put in systems
and processes but
resellers are separate
businesses not true
extensions of the brand.
OPPORTUNTIES
• Where appropriate be
proactive. Apple have
recorded customers
serial numbers, they
can track faulty batches
based on serial numbers.
• Give the customer a
20-min warning to let
them know that they
will receive a call.
• Provide customer with a
cheat sheet (via email)
with low-level actions to
prepare device.
• Assign an agent based
on location.
• Create smaller service
outlets with fully
accredited Genius’. Keep
the customer in the
Apple ecosystem.
• Assess the NPS system
in place and regularly
follow up on both
negative and positive
responses.
• Depending on the device
and severity of the issue
segment the customer
and target with
information of products
and services that will be
applicable to them in the
future.
STAGES RESEARCH BOOK APPOINTMENT SPEAK TO SUPPORT ESCALATE ISSUE VISIT RESELLER VISIT APPLE STORE FOLLOW UP
ORGANISATION PROCESS
If a customer has AppleCare
we have a comprehensive
system of support. If a
customer doesn’t have
AppleCare we also have
provide full support and
service. We hope to resolve
most issues without need
for further escalation with
our robust support portal.
Upon receiving a call/
email this is lodged into
our system and tracked
throughout the process.
This case can be accessed
at any time via the support
portal.
Contact a customer.
Troubleshoot the issue.
Use standard systems and
processes to understand the
issue. Resolve if possible,
otherwise escalate to an
instore visit.
Attempt to book a customer
in at the Apple Store,
alternatively refer to an
authorised Apple reseller if
none available.
Ensure all resellers meet a
strict set of standards and
are assessed regularly to
ensure they comply with
our exceptional standard of
service.
If no appointments are
available at the Apple Store,
suggest an alternative
reseller. Also advise the
customer to get to the store
prior to opening as there
are opportunites to see a
Genius.
Follow-up with customer
to ensure their issue was
resolved and they were
happy with the level of
service.
CUSTOMER GOALS
Find a quick fix.
Hope by ignoring the
problem it stops!
Speak to a technical team
member to fix the problem.
Resolve the issue quickly.
Get support and resolve the
issue quickly.
Book an appointment as
soon as possible.
Repair the device with
no dramas and minimal
expense.
Have a positive outcome.
Repair the device.
Have the issue resolved.
CUSTOMER DOES
Visits forums and third
party forums. As well as
seek advice independently.
Schedules a call and
describes the issue to the
best of their knowledge.
Customer obidiently follows
instructions.
Customer opts for a reseller
as the Apple Store has no
appointments.
Customer researches local
resellers via Search for
reviews.
Goes to the store, leaves
computer with the hope
everything can be resolved.
Waits patiently to be one
of the first people seen at
the Apple Store. On store
opening gets seen within
the hour. The support
team go above and beyond
in providing a positive
experience.
Responds to the survey. Is
happy they will continue to
be a promoter of the brand.
As well as a loyal customer.
TOUCHPOINTS USED
• Support portal
• Community forum
• Educational in-store
workshops
• Call
• Online chat
• Bring into store
• Call
• Email
• Call
• Email
• SERPs
• In-store visit
• Call
• In-store visit
• Call
• Email
• Email
• Web survey
CUSTOMER EXPERIENCE
Confused
Information although clear
and comprehensive still
doesn’t resolve the issue and
leaves more questions than
answers.
Calm
Confident that the issue is
now going to be resolved.
Worried
Support staff are friendly,
helpful and patient. Due
to the assigned agent
being overseas it takes an
extened length of time to
troubleshoot the issue.
Stressed
Unable to get an
appointment at the Apple
Store, referred to a reseller.
Angry
The reseller doesn’t fix the
issue. Has a poor standard
of customer service and
refers the customer away
to an alternative reseller
when device is still faulty
to ensure their Apple Gold
status isn’t compromised.
Happy
The in-store experience is
an extension of the webstie.
It is consistent and the
representative is friendly,
helpful and patient.
Satisfied
The device has been fixed
and overall it has been a
positive experience.
ISSUES
• A customer service
operator can sometimes
be assigned from a
different country in a
different timezone. A
conversation to resolve
an issue can take place
over a couple of days.
• A customer being
assigned a number of
operators and having to
re-tell their case issue.
• Unless the customer can
book an appointment at
the Apple Store they are
being referred outside
of the ecosystem. The
relationship with the
brand is being dictated
by a third party.
• Not having enough
availability at Apple
Stores.
• Can’t control the
experience of the
customer. Put in systems
and processes but
resellers are separate
businesses not true
extensions of the brand.
OPPORTUNTIES
• Where appropriate be
proactive. Apple have
recorded customers
serial numbers, they
can track faulty batches
based on serial numbers.
• Give the customer a
20-min warning to let
them know that they
will receive a call.
• Provide customer with a
cheat sheet (via email)
with low-level actions to
prepare device.
• Assign an agent based
on location.
• Create smaller service
outlets with fully
accredited Genius’. Keep
the customer in the
Apple ecosystem.
• Assess the NPS system
in place and regularly
follow up on both
negative and positive
responses.
• Depending on the device
and severity of the issue
segment the customer
and target with
information of products
and services that will be
applicable to them in the
future.
9. OINTMENT SPEAK TO SUPPORT ESCALATE ISSUE VISIT RESELLER VISIT APPLE STORE FOLLOW U
g a call/
dged into
d tracked
e process.
be accessed
the support
Contact a customer.
Troubleshoot the issue.
Use standard systems and
processes to understand the
issue. Resolve if possible,
otherwise escalate to an
instore visit.
Attempt to book a customer
in at the Apple Store,
alternatively refer to an
authorised Apple reseller if
none available.
Ensure all resellers meet a
strict set of standards and
are assessed regularly to
ensure they comply with
our exceptional standard of
service.
If no appointments are
available at the Apple Store,
suggest an alternative
reseller. Also advise the
customer to get to the store
prior to opening as there
are opportunites to see a
Genius.
Follow-up with cu
to ensure their iss
resolved and they
happy with the lev
service.
hnical team
the problem.
ue quickly.
Get support and resolve the
issue quickly.
Book an appointment as
soon as possible.
Repair the device with
no dramas and minimal
expense.
Have a positive outcome.
Repair the device.
Have the issue res
l and
ssue to the
nowledge.
Customer obidiently follows
instructions.
Customer opts for a reseller
as the Apple Store has no
appointments.
Customer researches local
resellers via Search for
reviews.
Goes to the store, leaves
computer with the hope
everything can be resolved.
Waits patiently to be one
of the first people seen at
the Apple Store. On store
opening gets seen within
the hour. The support
team go above and beyond
in providing a positive
experience.
Responds to the su
happy they will co
be a promoter of t
As well as a loyal c
t
store
• Call
• Email
• Call
• Email
• SERPs
• In-store visit
• Call
• In-store visit
• Call
• Email
• Email
• Web survey
lm
the issue is
e resolved.
Worried
Support staff are friendly,
helpful and patient. Due
to the assigned agent
being overseas it takes an
extened length of time to
troubleshoot the issue.
Stressed
Unable to get an
appointment at the Apple
Store, referred to a reseller.
Angry
The reseller doesn’t fix the
issue. Has a poor standard
of customer service and
refers the customer away
to an alternative reseller
when device is still faulty
Happy
The in-store experience is
an extension of the webstie.
It is consistent and the
representative is friendly,
helpful and patient.
Satisfie
The device has bee
and overall it has b
positive experienc
10. Don’t discount unsanctioned paths - take a step back, how
are your customers performing the same task faster and
better - listen to your customers, improve their experiences.
11. TRACKING YOUR PERFORMANCE
➤ COST TO ACQUIRE (CAC).
➤ CUSTOMER PENETRATION.
➤ CUSTOMER CHURN.
➤ CUSTOMER LIFETIME VALUE.
12. KEY TAKEAWAYS
➤ DEFINE WHO YOUR CUSTOMERS ARE.
➤ MAP KEY CUSTOMER JOURNEYS.
➤ DESIGN A CONSISTENT EXPERIENCE.
➤ PRIORITISE LOW LYING HIGH VALUE ISSUES.
➤ TRACK THE PERFORMANCE OF YOUR EFFORTS.
13. Have you critically looked at your key
customer journeys within the last 6 months
and challenged yourself to do better?
After all your customers deserve it.
dan@morespaceforlight.com.au
morespaceforlight.com.au /@morespace4light
Can you answer this question… ?