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1. Customer Experience

2. Even in a negative economy, customer experience is
a high priority for consumers, with 60% often or
always paying more for a better experience.
Source: Harris Interactive, Customer Experience Impact Report

3. Channels of Communication
The more channels of communication that an organization offers,
the more likely the customer can choose their preferred channel,
inherently creating a better experience.

4. Channels of Communication
In Person Mail E-Mail
Online Chat Mobile Social Media

5. In-Person
This is the most
effective and powerful
way to communicate
because of the human
ability to read body
language.

6. Mail
Used primarily when
there is a lack of
technology or when a
signature is needed.

7. E-Mail
E-mail is primarily a
good way to
communicate to send
short messages,
documents,
photographs, music and
videos.

8. Online Chat
Good for simple
questions and answers.
Usually takes longer
than other methods but
sometimes more
convenient for the
customer.

9. Phone Phones are good to
communicate fast when
in person isn’t
convenient.
Mobile phones allow for
customers interact on
the go through apps.

10. Phone
38% of smartphone
owners had used their
phones to make a
purchase of some kind.
comScore

11. Sign Up
As the mobile adoption grows, companies will have to
improve their mobile experience.
Streamlining the app and the experience including:
•Simple functions and design
• Easy to navigate
•Intuitive for all level of users
•Customer service supporting the mobile device
•Feedback on the go

12. Social Media
Social media ranges from
tweets, videos, status
updates, and comments
about experiences . It
provides a means for
customers to
communicate publicly.

13. Social Media
50% of consumers now
use social media to
communicate with
companies – and if the
companies don’t respond,
the consequences can be
serious. Liel Leibovitz

16. YES!
Social media allows customers to be heard by many.

17. YES!
Social media allows customers to be heard by many.
Are you listening?

18. 81% of companies with strong capabilities and
competencies for delivering customer experience
excellence are outperforming their competition
Source: Peppers & Rogers Group, 2009 Customer Experience Maturity
Monitor

19. Voice of the Customer
The in-depth process of capturing
a customer's expectations,
preferences and aversions. Wiki

20. Voice of the Customer
Successful VoC provides businesses
with the feedback mechanism they
need to continue to develop a better
customer experience.

22. VoC Process
Listen Interpret
Voice of the
Customer
Monitor React

23. VoC Process
1. Listen to what your customers are saying
2. Interpret what they value
3. React by engaging with the customer
4. Monitor the outcome by repeating the process

24. Hierarchy of Customers Communication Expectations
& Level of Satisfaction
Level of Unsatisfied Satisfied Engaged
Satisfaction
• Minimum
• Basic Needs • Offers Value
Requirements
Expectations
Customers become engaged in when they see that the
communication offers them value.

25. It takes 12 positive service experiences to make
up for one negative experience
Source: “Understanding Customers” by Ruby Newell-Legner

26. A Positive Customer Experience
Customer Positive
Word of
Business
Experience Mouth
Growth
Higher More Increased
Satisfaction Loyalty
Revenue

27. 86% of consumers quit doing business with a
company because of a bad customer
experience, up from 59% 4 years ago
Source: Harris Interactive, Customer Experience Impact Report

28. Customer
Experience

29. Customer
Experience

30. 70% of customer experience management best in class
adopters use customer feedback to make strategic decision.
50% of industry-average organizations and 29% of laggards
do.
Source: Aberdeen Group, Customer Experience Management: Engaging Loyal
Customers to Evangelize Your Brand

31. Sources
• http://garth-storyofmylife.blogspot.com/2012/06/priority-priority-priority.html
• http://www.customer1.com/blog/customer-experience-trends
• http://startmike.wordpress.com/2011/02/25/the-handshake/
• http://itechboy.net/how-to-check-whether-the-email-address-exists-or-not
• http://www.cdmdirect.com/direct-mail-insight-blog/
• http://www.autofusion.com/news/article/online-chat-for-dealers
• http://socialmediatitans.com/