Customer Relation and Experience Management

1. At a Café

2. After 10 Minutes !!!!!!!!!!!!!!

3. After 20 Minutes
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

4. After 30 Minutes
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

6. Customer satisfaction

7. What are our
products?

8. Who are our
Customer ?

9. LOYAL Customer
Product
Development
Process
Innovation
Firefighting

10. Customer Satisfactions .
The extent to which a product’s
perceived performance matches a
buyer’s expectations.

11. But how when it
comes to
implementation?

13. RECAP!

14. CEM !
CUSTOMER EXPERIENCE MANAGEMENT .

15. CRM !
Customer Relation management .

16. Customer Value
The customer’s
comparison between all
the benefits and all the
costs relevant to the
competing offers.

17. What Do You Know about The
B-HAG ?

18. Engage and Develop Every young
person in the world.
BHAG
BIG – Hairy –Audacious – Goal

19. How do we Measure The Success
Of The Organization ?

20. # Of GIP
Experiences
# Of GCDP
Experiences
# Of TLP
Experiences
# Of TMP
Experiences
Quality of Our Experiences

21. NPS ( Net Promoter Score )

22. How we Measure The NPS :

23. How Do We Attract People
Through That !!??

24. WORD OF MOUTH

26. Divide into 4 groups.
Each group will discuss the
behaviors and strategies which
should be followed in their booth
to manage their customer
satisfaction.
Write it down and present it.
ACTIVITY