#tft14 dan lee customer experiences
DESCRIPTION
Recall the amount of times you've had an awesome customer support experience from an IT service desk, telecommunications provider or utility company. Struggling? Thought so. Why is the experience so often like sticking pins in your eyes? With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7TRANSCRIPT
Dan$Lee$
Crea)ng$enjoyable$customer$experiences$8$it's$not$as$hard$as$you$think$
Creating Enjoyable Customer Experiences It’s not as hard as you think
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Advertise
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Make It Welcoming
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Reduce Friction
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Content h"p://flic.kr/p/pNknz1
Personalise h"p://flic.kr/p/cBDpF71
Fun
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Channels & Devices
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Changing demographics influencing service preferences
Phone&
Email&
Chat&Self0service&
Social&Media&
19&46&
44&57&
76&
24&15&
28&16&
10&
10&9&
13&12&
3&
4&3&4&
8&
25&24&
12&14&
10&
Seniors1Boomers1GenXX1GenXY1Net1Gen1
Q:1When1you1want1service1or1support1for1a1product1or1service1are1you1most1likely1to1seek1help?1
77%1of1“Net1Gen”1want1service1by1chat,1social1
media1or1web1selfXservice1
Watch, Test, Learn
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Community
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People and Culture
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"Businesses&oDen&forget&about&the&culture,&and&ulHmately,&they&suffer&for&it&because&you&can't&deliver&good&service&from&unhappy&employees."&&
"We&believe&that&customer&service&shouldn't&be&just&a&
department;&it&should&be&the&enHre&company."&&
Nordstrom's&Rules&for&Employees:&Rule&#&1:&Use&your&good&judgment&
in&all&situaHons&There&are&no&addiHonal&rules&
Advertise Make It Welcoming Reduce Friction Content
Personalise Watch, Test, Learn Channels & Devices Fun
People & Culture Community
With thanks to our slides sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial