advocamp: kim ellis
TRANSCRIPT
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The Customer Experience is Everyone's Business
Kim EllisDirector, Customer Connect
BMC Software
What is the Customer Experience?The entirety of the interactions a customer has with a company and its products
Who Owns Customer ExperienceThe Pendulum
Taking it is not my job too far
“I need to talk with a customer to get their input on our strategy. Who is responsible for customer experience?”
Chief Customer OfficerVP, Customer Experience
Taking It is everyone’s responsibly too far
“I want everyone in Marketing to pick up the phone and call a customer this week!” – Unnamed CMO
Customer Experience ExampleExample 1:
Example 2:
So, Who Owns Customer Experience?
How to Affect Customer Experience
Product Reviews
Average RatingIncreased by
25%
Peer Calls
RevenueImpact over
$100M / year
Recognition
Get the wholeCompany
Behind you!