creating a positive customer experience ryan siskow 2013
TRANSCRIPT
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Creating A Positive Customer Experience:An Introduction to Moments That Matter
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The Experience Moments of Truth Owning It
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COME TO US
• Quality
• Price
• Brand recognition
• Accessibility
COME BACK
• Personalized experience
• Service and support
• Comparison to others
STAY
• Incentives for loyalty
• Continuous improvement
• Consistency of experience
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Why Customers…
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We’re ALL customers…
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…so how does it make YOU feel?
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It’s all about how YOU experience it…
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Each experience is a series of ‘moments’…
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Good, bad and ugly ‘moments’…
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Customers today have:
• Less time
• High expectations
• More choices/more buying power
• Zero tolerance for waiting
• No problem going elsewhere
EVERY ‘moment’ matters…
Source: * Customer Experience Management: The Value of “Moments of Truth” Copyright © 2006 Customer Think Corporation
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EVERY interaction is an opportunity to:
SucceedA good customer
experience is told to 8
others
FailA bad customer
experience is told to 22
others
RecoverIt takes 10 good
experiences to make up
for one bad
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Own the experience…
…or someone else will!
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How was YOUR experience?
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Ryan Siskow
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