The document discusses customer experience and the need for companies to provide a seamless experience across all customer touchpoints. It notes that customers are less loyal nowadays and will go elsewhere after a bad experience. It recommends taking a strategic approach to customer experience that addresses gaps between different areas like sales and marketing as well as communication channels. This involves conducting a diagnostic of the current customer journey and insights to improve the experience through a plan that closes existing gaps. The benefits are improving customer experience, saving money by streamlining communications, and enhancing customer loyalty. It provides contact information for Darcy Bevelacqua of Success Works to help companies determine their customer experience direction.

1. Customer Knowledge
Customer Experience
Darcy Bevelacqua
Success Works
darcybeve@yahoo.com
917 520-0261
www.success-works.com

2. Customer Experience is the sum total of
customer interactions over time.
2

3. Customers aren’t loyal any more
3

4. If they have a bad experience they
walk away-go elsewhere
4

5. They can broadcast their concerns
using social media
5

6. Not providing the right experience
is costing you money
6

7. Technology solutions aren’t enough to bridge
the gap to becoming customer centric.
7

8. A Customer Centric Solution
requires
Strategy
Process
Technology
Org Redesign
8

9. Gaps in the Customer Experience
between Sales and Marketing
9

10. Gaps between communication
channels(web, call center, mobile)
10

11. Gaps between tools & process which do
not fit together seamlessly
11

12. The Customer Experience gets lost
12

13. Solution: Customer Experience
Design to close the gaps
13

14. What is Customer Experience
Design?
Diagnostic-where are you now
Current Customer Experience/
Journey
Insight: What we need to fix
Improvement Plan- how we
implement
14

15. Why?
Improve the Customer Experience
Save Money by
Eliminating wasted
communications
Save time by
automating
Triggers
Build relevancy
And enhance
Customer loyalty
15

16. Undecided on your customer
experience direction ?
Contact us for help
• Darcy Bevelacqua
• Success Works
• darcybeve@yahoo.com
•
917 520-0261
www.success-works.com
Darcy Bevelacqua
Darcybeve@Yahoo.com
www.linkedin/in/darcybev
917 520-0261