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Perfecting the
Customer Experience
Agenda
Importance of Customers
Customer Experience Defined
Customer Experience Experts
Exercise
Perfecting the Customer Experience
Questions
Tell me about your most
memorable customer
experience
Importance of Customers
Without customers an organisation would
not exist
Repeat business is the backbone of selling
The purpose of an organisation is to fill the
needs of the customers
Customer Retention
It costs five times as much to attract new
customers as it does to keep an existing one
Building customer relationships:
1.One-off purchasers
2.Occasional users
3.Regular customers
4. Advocates
Customer Satisfaction
Making customers happy
Customer Experience
Making customers happy in so far that it solves
their problem
Customer Experience Defined
“The sum of all experiences a customer has with an
organisation.”
Not just about a rational experience (e.g. how quickly a
phone is answered
More than 50 percent of a customer experience is
subconscious, or how a customer feels
Not just about the ‘what,’ but also about the ‘how.
Its how they see their experience
● Understand your customers
○ Communication is key
● Take Ownership
○ Do not pass blame
● Be Responsive
○ Act fast
● Be confident
○ Demonstrate your knowledge
● Active Listening
Customer Experience Experts
Goldilocks & the Three Bears
Active Listening - True or False
1. Goldilocks was a small girl
False - the story did not mention her age or size
2. Goldilocks knocked on the door before entering the
house
True
3. The bears had porridge for breakfast
False - we don’t know if the porridge was for breakfast
or if the bears ate the food
4. Goldilocks ate all the porridge in the last bowl
False - we know she ate enough food, we dont know if
she ate the whole bowl
Perfecting the Customer
Experience
Ongoing process
Customer feedback & research
Reviewing customer strategies
Measuring experiences our organization currently
delivers
Train leaders to become customer experience experts
Educate the customers
Together we can perfect
the customer
experience
Perfecting the customer experience

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Perfecting the customer experience

  • 2. Agenda Importance of Customers Customer Experience Defined Customer Experience Experts Exercise Perfecting the Customer Experience Questions
  • 3. Tell me about your most memorable customer experience
  • 4. Importance of Customers Without customers an organisation would not exist Repeat business is the backbone of selling The purpose of an organisation is to fill the needs of the customers
  • 5. Customer Retention It costs five times as much to attract new customers as it does to keep an existing one Building customer relationships: 1.One-off purchasers 2.Occasional users 3.Regular customers 4. Advocates
  • 6. Customer Satisfaction Making customers happy Customer Experience Making customers happy in so far that it solves their problem
  • 7. Customer Experience Defined “The sum of all experiences a customer has with an organisation.” Not just about a rational experience (e.g. how quickly a phone is answered More than 50 percent of a customer experience is subconscious, or how a customer feels Not just about the ‘what,’ but also about the ‘how. Its how they see their experience
  • 8. ● Understand your customers ○ Communication is key ● Take Ownership ○ Do not pass blame ● Be Responsive ○ Act fast ● Be confident ○ Demonstrate your knowledge ● Active Listening Customer Experience Experts
  • 9. Goldilocks & the Three Bears
  • 10. Active Listening - True or False 1. Goldilocks was a small girl False - the story did not mention her age or size 2. Goldilocks knocked on the door before entering the house True 3. The bears had porridge for breakfast False - we don’t know if the porridge was for breakfast or if the bears ate the food 4. Goldilocks ate all the porridge in the last bowl False - we know she ate enough food, we dont know if she ate the whole bowl
  • 11. Perfecting the Customer Experience Ongoing process Customer feedback & research Reviewing customer strategies Measuring experiences our organization currently delivers Train leaders to become customer experience experts Educate the customers
  • 12. Together we can perfect the customer experience

Notas del editor

  1. good experiences - glass half full, lucky you
  2. Customers know what