Getting at the “Why” of Customer

Relationships

Sierra Trading Post at a Glance

Background• Founded in 1986• Top 75 Online Retailer ($250M+) • Over 500 employees• Customer Service is a Foundational Principal • 100% Guarantee• Fast fulfillment – 98% of orders ship in 24 hours. • Over 1000 brands / 30,000+ items• Overstocks, closeouts and seconds

Customer Experience Management What is it? Why does it matter?

Marketplace

Know Your Customer! They are the Hippo!

High Five!

Any Questions?

How to get at the “why”

AskListenActLearn

Ask and Listen

Act and Learn: Net Promoter Score

April May June July August September50.00%

55.00%

60.00%

65.00%

70.00%

75.00%

80.00%

85.00%

PhoneEmailChatCSR Total

13

Representing NPS at various levels

SM The NPS emoticons are service marks of Bain & Company, Inc.® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld

Net Promoter Score 25% Net Promoter Score 75%

Any Questions?

Disruptive Innovation: Social Media and B2C Relationships

The Customer Controls the Relationship

Customer Experience extends far beyond a company’s website!

Thank You

Contact info:• Email: bclark@sierratradingpost.com• Twitter: me @Brian_Clark Sierra @sierratp • LinkedIn: linkedin.com/in/brianeclark• Phone: 307.773.7706