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Dan$Lee$
Crea)ng$enjoyable$
customer$experiences$8$it's$
not$as$hard$as$you$think$
Creating Enjoyable Customer
Experiences
It’s not as hard as you think
@danboblee
linkedin.com/in/danielrlee
dan.lee@citrix.com
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Reduce Friction
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Content

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#TFT14 Dan Lee Customer Experiences
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Personalise

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Fun
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Channels & Devices

h"p://flic.kr/p/anLArh1
Changing demographics influencing service preferences
Phone&
Social&
Media&

10&
14&
12&

Self0
service&
4&
3&
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24&
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Q:1When1you1want1
service1or1support1
for1a1product1or1
service1are1you1
most1likely1to1seek1
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Boomers1
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#TFT14 Dan Lee Customer Experiences
#TFT14 Dan Lee Customer Experiences
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People and Culture
"Businesses&oDen&forget&about&
the&culture,&and&ulHmately,&they&
suffer&for&it&because&you&can't&
deliver&good&service&from&
unhappy&employees."&&
"We&believe&that&customer&
service&shouldn't&be&just&a&
department;&it&should&be&the&
enHre&company."&&
Nordstrom's&Rules&for&Employees:&
Rule&#&1:&Use&your&good&judgment&
in&all&situaHons&There&are&no&
addiHonal&rules&
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