1. Dan$Lee$
Crea)ng$enjoyable$
customer$experiences$8$it's$
not$as$hard$as$you$think$

2. Creating Enjoyable Customer
Experiences
It’s not as hard as you think

3. @danboblee
linkedin.com/in/danielrlee
dan.lee@citrix.com

4. h"p://flic.kr/p/tujYE1

5. h"p://flic.kr/p/ino14W1

6. h"p://flic.kr/p/dCyHCL1

7. h"p://flic.kr/p/Pvb91

8. h"p://flic.kr/p/tujYE1

9. h"p://www.flickr.com/photos/mkuram/4872078284/1
Advertise

10. h"p://flic.kr/p/ax34JU1
Make It Welcoming

14. h"p://flic.kr/p/5AGS3k1
Reduce Friction

23. Content
h"p://flic.kr/p/pNknz1

27. Personalise
h"p://flic.kr/p/cBDpF71

32. h"p://flic.kr/p/86PZ6Z1
Fun

37. Channels & Devices
h"p://flic.kr/p/anLArh1

38. Changing demographics influencing service preferences
Phone&
Social&
Media&
10&
14&
12&
Self0
service&
4&
3&
4&
24&
25&
19&
Email&
Chat&
8&
44&
46&
3&
57&
76&
Q:1When1you1want1
service1or1support1
for1a1product1or1
service1are1you1
most1likely1to1seek1
help?1
Seniors1
Boomers1
GenXX1
GenXY1
Net1Gen1
12&
13&
9&
10&
10&
16&
15&
28&
24&
77%1of1“Net1Gen”1want1
service1by1chat,1social1
media1or1web1selfXservice1

41. h"p://flic.kr/p/id9KHn1
Watch, Test, Learn

44. h"p://flic.kr/p/pHHEg1
Community

47. h"p://flic.kr/p/dyjhZV1
People and Culture

48. "Businesses&oDen&forget&about&
the&culture,&and&ulHmately,&they&
suffer&for&it&because&you&can't&
deliver&good&service&from&
unhappy&employees."&&

49. "We&believe&that&customer&
service&shouldn't&be&just&a&
department;&it&should&be&the&
enHre&company."&&

50. Nordstrom's&Rules&for&Employees:&
Rule&#&1:&Use&your&good&judgment&
in&all&situaHons&There&are&no&
addiHonal&rules&

51. Advertise
Make It Welcoming
Reduce Friction
Personalise
Fun
Content
Watch, Test, Learn
Channels & Devices
Community
People & Culture

52. @danboblee
linkedin.com/in/danielrlee
dan.lee@citrix.com

53. With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial