delivering customer experience - ukaa€¦ · customer service vs. customer experience. 1....
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DeliveringCustomerExperienceMichaelRobeyBrilliant.
Customer Service vs. Customer Experience
1. Employees2. Customers
3. Shareholders
The Age of The Customer
“Customers are the new market-makers, reshaping
industries and changing how businesses compete and win. Success depends on how well
and how fast you respond.”Forrester 2017
What is your brand promise?
Brand = Culture = Experience
Promise: To make people’s lives special
Positioning: We build stylish rental homes for discerning families, and retain them by looking after their individual needs
Values: TrustedCaringInnovative
Behaviors:
Trusted – we are dependable, do what we say we’re going to do, act with integrity; we are clear and straightforward
Caring – we strive to improve the lives of our people; we’re respectful and we listen
Innovative – we are passionate about finding smarter ways to satisfy our people; we’re pioneering and embrace the new
Who is listening to the voice of the customer?
Who is listening to the voice of the customer?
Experience Engineering
Marketing letterWebsiteProspectusCall to make appointmentProperty viewingFollow-up communicationSecond viewingApplicationBackground checksFormal offerContractingAcceptance & welcome commsKey handover
Golden Questions:Is it wanted?Should we be doing it?How can we do it best?What is the on-brand way of doing it?How can it be simplified?How will the operation fulfil it?
A journey of a thousand milesbegins with one step
have fun!
thank you.