SlideShare une entreprise Scribd logo
1  sur  46
Delivering
Customer Experience
Excellence
www.vanja.me
“A customer can have any colour
as long as it's black.”- Henry Ford, Ford Motor Company, founder
A customer can have a shoe any way he wants!
There is a story of an individual who had a death in the family. Upon cleaning
out their loved one's home they discovered many unopened boxes of Zappos
shoes. Not knowing what to do, the person called Zappos…
Without a receipt or knowing how long the shoes had been sitting in the
closet, the customer service representative arranged to have the shoes picked
up at no charge and a refund was made. Seems kind enough, but the
individual who was dealing with a death in the family also received flowers
and a note of condolence from Zappos the following day.
“Customer service is a series of activities designed to enhance the
level of customer satisfaction – that is, the feeling that a product
or service has met the customer expectation.”
“Customer experience is how customers perceive their
interactions with a company along each step of a customer
journey, from discovery, to purchase and use, to getting service.”
Customer Service vs Customer Experience
If a customer has to call customer service, then
something has gone wrong with their experience
”Our version of a perfect customer experience is one in
which our customer doesn’t want to talk to us. Every time a
customer contacts us, we see it as a defect. I’ve been saying
for many, many years, people should talk to their friends, not
their merchants.” - Jeff Bezos, Amazon.com, founder
”Zappos takes a completely different approach. You call them
and ask them for a pizza, and they’ll get out the Yellow Pages
for you.” - Jeff Bezos, Amazon.com, founder
”People call customer service when they have a problem. So equating
customer service with customer experience is like saying that a safety net is
a trapeze act. Yes, the net is important to the act. But if the performer
needs to use the net then something has gone wrong with the show.”
Harley Manning and Kerry Bodine, Forrester Research
”Customer experience is not just about rational experiences
(e.g. how quickly a phone is answered, what hours you’re
open, delivery time scales, etc.) - more than 50% of customer
experience is subconscious, or how a customer feels.”
Neuromarketing –
Where Brain Science and Marketing Meet
80% of CEOs think that their companies offer a
superior customer experience (source: Bain & Company)
…but only 8% of their customers agree!
(source: Bain & Company)
What are you going to do?
OR
“A business is defined by the want a customer satisfies when she
buys a product or service. To satisfy the customer is the mission
and purpose of every business.” - Peter Drucker, management thinker
“Deliver ‘WOW!’ through service.”
After four weeks of training, Zappos call center reps are offered $3,000
to quit immediately. By offering people money to quit, Zappos ensures
that the people they hire are really excited about working there.
Donald Porter, British Airways, V.P.
“Customers don’t expect you to be perfect. They
DO expect you to fix things when they go wrong.”
Video apology by Ramon De Leon for Domino's Pizza
“What can I do for you?”
Know your customer! :)
“We’re in the people business serving coffee,
not the coffee business serving people.”
Howard Schultz, Starbucks, Chairman and CEO
Delivering Customer Experience Excellence
Joshie the Giraffe at the Ritz-Carlton
Honda - The Cog - “When things just work”
Victoria’s Secret original idea was to have a store where men felt
comfortable shopping for lingerie. It all began when Roy Raymonds
went shopping for his wife, and felt out of place in a lingerie store.
Excellence
Keep them hooked!
“There are 4 people in BMW who are ‘smell designers’
and 60 people whose job is to ‘compose’ the right sound
when the door closes.” - Kjell Nordstrom, “Funky Business”, coauthor
“In the world of abundance, simplicity might
be the most creative thing to do!”
Alf Rehn, internationally recognized business thinker
Seven-year-old Luka lost his LEGO Ninjago minifigure
Luka’s letter
Delivering Customer Experience Excellence
The best pizza place in New York City
“Mostly, it's the fu*king ribs.”
“What we sell is the ability for a 43-year-old accountant to
dress in black leather, ride through small towns and have
people be afraid of him.” - John Russell, Harley-Davidson, VP
WTF???
Now, that’s more like it! :)
Sam Walton, Walmart, founder
“The goal as a company is to have customer
service that is not just the best but legendary.”
“The day you are satisfied with how you played
is the day you should retire.”
“What ever you do, do it well. Do it so well that when people see
you do it they will want to come back and see you do it again and
they will want to bring others and show them how well you do
what you do.” - Walt Disney, The Walt Disney Company, co-founder
“We are what we repeatedly do. Excellence then,
is not a single act, but a habit.”– Aristotle, Greek philosopher
Vladimir Vulić
To connect, and for speaking enquiries, please visit
www.vanja.me

Contenu connexe

En vedette

Brand loyalty through your business channel
Brand loyalty through your business channelBrand loyalty through your business channel
Brand loyalty through your business channelGustav Lammerding
 
Event Experience Series: LaughStub & DC Improv
Event Experience Series: LaughStub & DC ImprovEvent Experience Series: LaughStub & DC Improv
Event Experience Series: LaughStub & DC ImprovEventKloud
 
"Design for Delight": Delivering experience as a product
"Design for Delight": Delivering experience as a product"Design for Delight": Delivering experience as a product
"Design for Delight": Delivering experience as a productPinkesh Shah
 
Delight 2012 | Keynote by Dave Wieneke
Delight 2012 | Keynote by Dave WienekeDelight 2012 | Keynote by Dave Wieneke
Delight 2012 | Keynote by Dave WienekeDelight Summit
 
Agile Experience Design: Don’t Just Deliver: Delight!
Agile Experience Design: Don’t Just Deliver: Delight!Agile Experience Design: Don’t Just Deliver: Delight!
Agile Experience Design: Don’t Just Deliver: Delight!Thoughtworks
 
Event Experience Design - Human Interactions at Conferences
Event Experience Design - Human Interactions at Conferences Event Experience Design - Human Interactions at Conferences
Event Experience Design - Human Interactions at Conferences Claudia Brückner
 
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...1to1 Media
 
Achieving Customer Excellence with Vimpelcom
Achieving Customer Excellence with VimpelcomAchieving Customer Excellence with Vimpelcom
Achieving Customer Excellence with VimpelcomYigal Roos
 
Creating Epic Conferences
Creating Epic ConferencesCreating Epic Conferences
Creating Epic ConferencesJeff Hurt
 
Cross-Channel Customer Experience Design in Telecommunications
Cross-Channel Customer Experience Design in TelecommunicationsCross-Channel Customer Experience Design in Telecommunications
Cross-Channel Customer Experience Design in TelecommunicationsHugo de Vries
 
The What,Why and How of Experiential Marketing
The What,Why and How of Experiential MarketingThe What,Why and How of Experiential Marketing
The What,Why and How of Experiential MarketingJrny
 
The a z of customer service excellence
The a z of customer service excellenceThe a z of customer service excellence
The a z of customer service excellenceAquatix Pharma
 
Excellence in customer service
Excellence in customer serviceExcellence in customer service
Excellence in customer serviceaJerry4u
 
Customer Experience Design Talk Idris Mootee
Customer Experience Design Talk Idris MooteeCustomer Experience Design Talk Idris Mootee
Customer Experience Design Talk Idris MooteeIdris Mootee
 
Experiential Marketing
Experiential MarketingExperiential Marketing
Experiential MarketingChristy Belden
 
Using Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyUsing Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyCraig Martin
 
20 Inspirational Customer Experience Quotes
20 Inspirational Customer Experience Quotes20 Inspirational Customer Experience Quotes
20 Inspirational Customer Experience QuotesNeosperience
 
Social Media Secrets
Social Media SecretsSocial Media Secrets
Social Media SecretsGuy Kawasaki
 
Customer Retention: Why Your Dog Would Make More Money Than You
Customer Retention: Why Your Dog Would Make More Money Than YouCustomer Retention: Why Your Dog Would Make More Money Than You
Customer Retention: Why Your Dog Would Make More Money Than YouChris Hexton
 

En vedette (20)

Brand loyalty through your business channel
Brand loyalty through your business channelBrand loyalty through your business channel
Brand loyalty through your business channel
 
Event Experience Series: LaughStub & DC Improv
Event Experience Series: LaughStub & DC ImprovEvent Experience Series: LaughStub & DC Improv
Event Experience Series: LaughStub & DC Improv
 
"Design for Delight": Delivering experience as a product
"Design for Delight": Delivering experience as a product"Design for Delight": Delivering experience as a product
"Design for Delight": Delivering experience as a product
 
Delight 2012 | Keynote by Dave Wieneke
Delight 2012 | Keynote by Dave WienekeDelight 2012 | Keynote by Dave Wieneke
Delight 2012 | Keynote by Dave Wieneke
 
Agile Experience Design: Don’t Just Deliver: Delight!
Agile Experience Design: Don’t Just Deliver: Delight!Agile Experience Design: Don’t Just Deliver: Delight!
Agile Experience Design: Don’t Just Deliver: Delight!
 
Event Experience Design - Human Interactions at Conferences
Event Experience Design - Human Interactions at Conferences Event Experience Design - Human Interactions at Conferences
Event Experience Design - Human Interactions at Conferences
 
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...
 
Achieving Customer Excellence with Vimpelcom
Achieving Customer Excellence with VimpelcomAchieving Customer Excellence with Vimpelcom
Achieving Customer Excellence with Vimpelcom
 
Creating Epic Conferences
Creating Epic ConferencesCreating Epic Conferences
Creating Epic Conferences
 
Cross-Channel Customer Experience Design in Telecommunications
Cross-Channel Customer Experience Design in TelecommunicationsCross-Channel Customer Experience Design in Telecommunications
Cross-Channel Customer Experience Design in Telecommunications
 
The What,Why and How of Experiential Marketing
The What,Why and How of Experiential MarketingThe What,Why and How of Experiential Marketing
The What,Why and How of Experiential Marketing
 
The a z of customer service excellence
The a z of customer service excellenceThe a z of customer service excellence
The a z of customer service excellence
 
Excellence in customer service
Excellence in customer serviceExcellence in customer service
Excellence in customer service
 
Customer Experience Design Talk Idris Mootee
Customer Experience Design Talk Idris MooteeCustomer Experience Design Talk Idris Mootee
Customer Experience Design Talk Idris Mootee
 
Experiential Marketing
Experiential MarketingExperiential Marketing
Experiential Marketing
 
Using Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyUsing Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategy
 
20 Inspirational Customer Experience Quotes
20 Inspirational Customer Experience Quotes20 Inspirational Customer Experience Quotes
20 Inspirational Customer Experience Quotes
 
Customer Services Ppresentation
Customer Services PpresentationCustomer Services Ppresentation
Customer Services Ppresentation
 
Social Media Secrets
Social Media SecretsSocial Media Secrets
Social Media Secrets
 
Customer Retention: Why Your Dog Would Make More Money Than You
Customer Retention: Why Your Dog Would Make More Money Than YouCustomer Retention: Why Your Dog Would Make More Money Than You
Customer Retention: Why Your Dog Would Make More Money Than You
 

Similaire à Delivering Customer Experience Excellence

Customer Before Company: Revolutionizing Your Business the Nordstrom Way
Customer Before Company: Revolutionizing Your Business the Nordstrom WayCustomer Before Company: Revolutionizing Your Business the Nordstrom Way
Customer Before Company: Revolutionizing Your Business the Nordstrom WayMaura Neill
 
Customer Before Company
Customer Before CompanyCustomer Before Company
Customer Before CompanyMaura Neill
 
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert SpectorTalkdeskInc
 
How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...Noojee Contact Solutions
 
Create Exceptional Client Service
Create Exceptional Client ServiceCreate Exceptional Client Service
Create Exceptional Client ServiceMaura Neill
 
No More Boring Businesses - by Mortified Cow
No More Boring Businesses - by Mortified CowNo More Boring Businesses - by Mortified Cow
No More Boring Businesses - by Mortified CowGloria Cow
 
PAUS 3211 students,I think this is a pretty decent piece havin.docx
PAUS 3211 students,I think this is a pretty decent piece havin.docxPAUS 3211 students,I think this is a pretty decent piece havin.docx
PAUS 3211 students,I think this is a pretty decent piece havin.docxherbertwilson5999
 
B2B Emotional Engagement: 2014 Conference Crunched
B2B Emotional Engagement: 2014 Conference CrunchedB2B Emotional Engagement: 2014 Conference Crunched
B2B Emotional Engagement: 2014 Conference CrunchedEarnest
 
Designing Next Gen Retail Places
Designing Next Gen Retail PlacesDesigning Next Gen Retail Places
Designing Next Gen Retail PlacesiQmetrixCorp
 
Myril Shaw: Nabbing Stealth Shoppers
Myril Shaw: Nabbing Stealth ShoppersMyril Shaw: Nabbing Stealth Shoppers
Myril Shaw: Nabbing Stealth ShoppersSean Bradley
 
Win in the Digital Customer Experience Economy
Win in the Digital Customer Experience EconomyWin in the Digital Customer Experience Economy
Win in the Digital Customer Experience EconomyPlatinum Seed
 
The future of commerce (not just e) - Working Digital 2018
The future of commerce (not just e) - Working Digital 2018The future of commerce (not just e) - Working Digital 2018
The future of commerce (not just e) - Working Digital 2018NSDesign Ltd
 
Desk.com's Principles of Customer WOW
Desk.com's Principles of Customer WOWDesk.com's Principles of Customer WOW
Desk.com's Principles of Customer WOWDesk
 
Innovation, Service, and Shared References
Innovation, Service, and Shared ReferencesInnovation, Service, and Shared References
Innovation, Service, and Shared ReferencesEric Reiss
 
Personal Branding Workshop @Punspace Chiang Mai
Personal Branding Workshop @Punspace Chiang MaiPersonal Branding Workshop @Punspace Chiang Mai
Personal Branding Workshop @Punspace Chiang MaiBenno Sawitzki
 
25 Inspiring Quotes From Experts Shaping the Future of Marketing
25 Inspiring Quotes From Experts Shaping the Future of Marketing25 Inspiring Quotes From Experts Shaping the Future of Marketing
25 Inspiring Quotes From Experts Shaping the Future of MarketingHubSpot
 
Retail Training
Retail TrainingRetail Training
Retail Trainingrocknroad
 
Digital dealer shop and buy online
Digital dealer shop and buy onlineDigital dealer shop and buy online
Digital dealer shop and buy onlineRalph Paglia
 
Customer First
Customer FirstCustomer First
Customer FirstDon Harmon
 

Similaire à Delivering Customer Experience Excellence (20)

Customer Before Company: Revolutionizing Your Business the Nordstrom Way
Customer Before Company: Revolutionizing Your Business the Nordstrom WayCustomer Before Company: Revolutionizing Your Business the Nordstrom Way
Customer Before Company: Revolutionizing Your Business the Nordstrom Way
 
Customer Before Company
Customer Before CompanyCustomer Before Company
Customer Before Company
 
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
 
How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...How to win on the customer experience battleground; where businesses are won ...
How to win on the customer experience battleground; where businesses are won ...
 
Create Exceptional Client Service
Create Exceptional Client ServiceCreate Exceptional Client Service
Create Exceptional Client Service
 
No More Boring Businesses - by Mortified Cow
No More Boring Businesses - by Mortified CowNo More Boring Businesses - by Mortified Cow
No More Boring Businesses - by Mortified Cow
 
PAUS 3211 students,I think this is a pretty decent piece havin.docx
PAUS 3211 students,I think this is a pretty decent piece havin.docxPAUS 3211 students,I think this is a pretty decent piece havin.docx
PAUS 3211 students,I think this is a pretty decent piece havin.docx
 
B2B Emotional Engagement: 2014 Conference Crunched
B2B Emotional Engagement: 2014 Conference CrunchedB2B Emotional Engagement: 2014 Conference Crunched
B2B Emotional Engagement: 2014 Conference Crunched
 
Designing Next Gen Retail Places
Designing Next Gen Retail PlacesDesigning Next Gen Retail Places
Designing Next Gen Retail Places
 
Myril Shaw: Nabbing Stealth Shoppers
Myril Shaw: Nabbing Stealth ShoppersMyril Shaw: Nabbing Stealth Shoppers
Myril Shaw: Nabbing Stealth Shoppers
 
Win in the Digital Customer Experience Economy
Win in the Digital Customer Experience EconomyWin in the Digital Customer Experience Economy
Win in the Digital Customer Experience Economy
 
The future of commerce (not just e) - Working Digital 2018
The future of commerce (not just e) - Working Digital 2018The future of commerce (not just e) - Working Digital 2018
The future of commerce (not just e) - Working Digital 2018
 
Desk.com's Principles of Customer WOW
Desk.com's Principles of Customer WOWDesk.com's Principles of Customer WOW
Desk.com's Principles of Customer WOW
 
Innovation, Service, and Shared References
Innovation, Service, and Shared ReferencesInnovation, Service, and Shared References
Innovation, Service, and Shared References
 
Personal Branding Workshop @Punspace Chiang Mai
Personal Branding Workshop @Punspace Chiang MaiPersonal Branding Workshop @Punspace Chiang Mai
Personal Branding Workshop @Punspace Chiang Mai
 
25 Inspiring Quotes From Experts Shaping the Future of Marketing
25 Inspiring Quotes From Experts Shaping the Future of Marketing25 Inspiring Quotes From Experts Shaping the Future of Marketing
25 Inspiring Quotes From Experts Shaping the Future of Marketing
 
Customer alchemy
Customer alchemyCustomer alchemy
Customer alchemy
 
Retail Training
Retail TrainingRetail Training
Retail Training
 
Digital dealer shop and buy online
Digital dealer shop and buy onlineDigital dealer shop and buy online
Digital dealer shop and buy online
 
Customer First
Customer FirstCustomer First
Customer First
 

Plus de Vladimir Vulic

Huawei Digital Transformation of Industries Summit - Top 11 Quotes
Huawei Digital Transformation of Industries Summit - Top 11 QuotesHuawei Digital Transformation of Industries Summit - Top 11 Quotes
Huawei Digital Transformation of Industries Summit - Top 11 QuotesVladimir Vulic
 
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...Vladimir Vulic
 
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016Vladimir Vulic
 
10 lekcija za liderstvo - Aleksandar Saša Đorđević
10 lekcija za liderstvo - Aleksandar Saša Đorđević10 lekcija za liderstvo - Aleksandar Saša Đorđević
10 lekcija za liderstvo - Aleksandar Saša ĐorđevićVladimir Vulic
 
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...Vladimir Vulic
 
15 lekcija za liderstvo - Veljko Paunovic
15 lekcija za liderstvo - Veljko Paunovic15 lekcija za liderstvo - Veljko Paunovic
15 lekcija za liderstvo - Veljko PaunovicVladimir Vulic
 
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014Vladimir Vulic
 
Rewriting the Rules of Management for the Facebook Generation
Rewriting the Rules of Management for the Facebook GenerationRewriting the Rules of Management for the Facebook Generation
Rewriting the Rules of Management for the Facebook GenerationVladimir Vulic
 
Content Marketing - The Case of Coca-Cola Bloggers Network Adria
Content Marketing - The Case of Coca-Cola Bloggers Network AdriaContent Marketing - The Case of Coca-Cola Bloggers Network Adria
Content Marketing - The Case of Coca-Cola Bloggers Network AdriaVladimir Vulic
 
4 vazna pitanja prije nego sto pocnete biznis
4 vazna pitanja prije nego sto pocnete biznis4 vazna pitanja prije nego sto pocnete biznis
4 vazna pitanja prije nego sto pocnete biznisVladimir Vulic
 
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...Vladimir Vulic
 
Drustveni mediji - pojam, vrste i znacaj
Drustveni mediji - pojam, vrste i znacaj Drustveni mediji - pojam, vrste i znacaj
Drustveni mediji - pojam, vrste i znacaj Vladimir Vulic
 
Digital Darwin meets Mad Max - Managing in the Social Media Era
Digital Darwin meets Mad Max - Managing in the Social Media EraDigital Darwin meets Mad Max - Managing in the Social Media Era
Digital Darwin meets Mad Max - Managing in the Social Media EraVladimir Vulic
 
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...Digital Darwin and the Health Care Industry - The New Rules in the Social Me...
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...Vladimir Vulic
 
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medija
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medijaMad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medija
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medijaVladimir Vulic
 
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...Vladimir Vulic
 

Plus de Vladimir Vulic (16)

Huawei Digital Transformation of Industries Summit - Top 11 Quotes
Huawei Digital Transformation of Industries Summit - Top 11 QuotesHuawei Digital Transformation of Industries Summit - Top 11 Quotes
Huawei Digital Transformation of Industries Summit - Top 11 Quotes
 
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...
Growth & Inclusive Prosperity - 44 Top Quotes from Global Peter Drucker Forum...
 
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016
The Entrepreneurial Society - 33 Top Quotes from Global Peter Drucker Forum 2016
 
10 lekcija za liderstvo - Aleksandar Saša Đorđević
10 lekcija za liderstvo - Aleksandar Saša Đorđević10 lekcija za liderstvo - Aleksandar Saša Đorđević
10 lekcija za liderstvo - Aleksandar Saša Đorđević
 
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...
Claiming our Humanity - Managing in the Digital Age. 33 Top Quotes from Globa...
 
15 lekcija za liderstvo - Veljko Paunovic
15 lekcija za liderstvo - Veljko Paunovic15 lekcija za liderstvo - Veljko Paunovic
15 lekcija za liderstvo - Veljko Paunovic
 
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014
The Great Transformation - 33 Top Quotes from Global Peter Drucker Forum 2014
 
Rewriting the Rules of Management for the Facebook Generation
Rewriting the Rules of Management for the Facebook GenerationRewriting the Rules of Management for the Facebook Generation
Rewriting the Rules of Management for the Facebook Generation
 
Content Marketing - The Case of Coca-Cola Bloggers Network Adria
Content Marketing - The Case of Coca-Cola Bloggers Network AdriaContent Marketing - The Case of Coca-Cola Bloggers Network Adria
Content Marketing - The Case of Coca-Cola Bloggers Network Adria
 
4 vazna pitanja prije nego sto pocnete biznis
4 vazna pitanja prije nego sto pocnete biznis4 vazna pitanja prije nego sto pocnete biznis
4 vazna pitanja prije nego sto pocnete biznis
 
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...
Feel Like Being a Hero? Help the Balkans Recover From a Catastrophic Natural ...
 
Drustveni mediji - pojam, vrste i znacaj
Drustveni mediji - pojam, vrste i znacaj Drustveni mediji - pojam, vrste i znacaj
Drustveni mediji - pojam, vrste i znacaj
 
Digital Darwin meets Mad Max - Managing in the Social Media Era
Digital Darwin meets Mad Max - Managing in the Social Media EraDigital Darwin meets Mad Max - Managing in the Social Media Era
Digital Darwin meets Mad Max - Managing in the Social Media Era
 
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...Digital Darwin and the Health Care Industry - The New Rules in the Social Me...
Digital Darwin and the Health Care Industry - The New Rules in the Social Me...
 
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medija
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medijaMad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medija
Mad Max i Digitalni Darvin - Nova pravila biznisa u doba drustvenih medija
 
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...
Organizaciona transformacija - Kako drustveni mediji razgradjuju korporativnu...
 

Dernier

Green Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsGreen Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsWristbands Ireland
 
unfinished legacy it is a clothing brand
unfinished legacy it is a clothing brandunfinished legacy it is a clothing brand
unfinished legacy it is a clothing brandakashm530190
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianCDEEPANVITA
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningNaval Singh
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptendeworku
 
Benihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfBenihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfjavenxxx01
 
"InShorts: A Game-Changer in the Digital News Age"
"InShorts: A Game-Changer in the Digital News Age""InShorts: A Game-Changer in the Digital News Age"
"InShorts: A Game-Changer in the Digital News Age"Adharsh45
 
EPC Contractors aspects Presentation.pdf
EPC Contractors  aspects Presentation.pdfEPC Contractors  aspects Presentation.pdf
EPC Contractors aspects Presentation.pdfGiuseppe Tommasone
 
L-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersL-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersPlan Writers
 
Digital Marketing Training Program skills s
Digital Marketing Training Program skills sDigital Marketing Training Program skills s
Digital Marketing Training Program skills sgodxzyrox
 
Record of Module Forensic photography in
Record of Module Forensic photography inRecord of Module Forensic photography in
Record of Module Forensic photography inalexademileighpacal
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...BilalAhmed717
 
NVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxNVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxKrutik Rakade
 
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckPitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckHajeJanKamps
 
Shravan Kumaran and sanjay kumaran.pdf..
Shravan Kumaran and sanjay kumaran.pdf..Shravan Kumaran and sanjay kumaran.pdf..
Shravan Kumaran and sanjay kumaran.pdf..ranjithapriya2
 
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...Reframing Requirements: A Strategic Approach to Requirement Definition, with ...
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...Jake Truemper
 
14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdfEni
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi Tube
 

Dernier (20)

Green Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly ProductsGreen Innovations: Wristbands Ireland's Eco-Friendly Products
Green Innovations: Wristbands Ireland's Eco-Friendly Products
 
WAM Corporate Presentation Mar 12 2024_Video.pdf
WAM Corporate Presentation Mar 12 2024_Video.pdfWAM Corporate Presentation Mar 12 2024_Video.pdf
WAM Corporate Presentation Mar 12 2024_Video.pdf
 
unfinished legacy it is a clothing brand
unfinished legacy it is a clothing brandunfinished legacy it is a clothing brand
unfinished legacy it is a clothing brand
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya Cherian
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda Learning
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
 
Benihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfBenihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdf
 
"InShorts: A Game-Changer in the Digital News Age"
"InShorts: A Game-Changer in the Digital News Age""InShorts: A Game-Changer in the Digital News Age"
"InShorts: A Game-Changer in the Digital News Age"
 
EPC Contractors aspects Presentation.pdf
EPC Contractors  aspects Presentation.pdfEPC Contractors  aspects Presentation.pdf
EPC Contractors aspects Presentation.pdf
 
L-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan WritersL-1 VISA Business (Plan Sample) - Plan Writers
L-1 VISA Business (Plan Sample) - Plan Writers
 
Digital Marketing Training Program skills s
Digital Marketing Training Program skills sDigital Marketing Training Program skills s
Digital Marketing Training Program skills s
 
Record of Module Forensic photography in
Record of Module Forensic photography inRecord of Module Forensic photography in
Record of Module Forensic photography in
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
 
NVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxNVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptx
 
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckPitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
 
Shravan Kumaran and sanjay kumaran.pdf..
Shravan Kumaran and sanjay kumaran.pdf..Shravan Kumaran and sanjay kumaran.pdf..
Shravan Kumaran and sanjay kumaran.pdf..
 
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...Reframing Requirements: A Strategic Approach to Requirement Definition, with ...
Reframing Requirements: A Strategic Approach to Requirement Definition, with ...
 
14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf
 
WAM Corporate Presentation Mar 12 2024.pdf
WAM Corporate Presentation Mar 12 2024.pdfWAM Corporate Presentation Mar 12 2024.pdf
WAM Corporate Presentation Mar 12 2024.pdf
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
 

Delivering Customer Experience Excellence

  • 2. “A customer can have any colour as long as it's black.”- Henry Ford, Ford Motor Company, founder
  • 3. A customer can have a shoe any way he wants!
  • 4. There is a story of an individual who had a death in the family. Upon cleaning out their loved one's home they discovered many unopened boxes of Zappos shoes. Not knowing what to do, the person called Zappos…
  • 5. Without a receipt or knowing how long the shoes had been sitting in the closet, the customer service representative arranged to have the shoes picked up at no charge and a refund was made. Seems kind enough, but the individual who was dealing with a death in the family also received flowers and a note of condolence from Zappos the following day.
  • 6. “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
  • 7. “Customer experience is how customers perceive their interactions with a company along each step of a customer journey, from discovery, to purchase and use, to getting service.”
  • 8. Customer Service vs Customer Experience
  • 9. If a customer has to call customer service, then something has gone wrong with their experience
  • 10. ”Our version of a perfect customer experience is one in which our customer doesn’t want to talk to us. Every time a customer contacts us, we see it as a defect. I’ve been saying for many, many years, people should talk to their friends, not their merchants.” - Jeff Bezos, Amazon.com, founder
  • 11. ”Zappos takes a completely different approach. You call them and ask them for a pizza, and they’ll get out the Yellow Pages for you.” - Jeff Bezos, Amazon.com, founder
  • 12. ”People call customer service when they have a problem. So equating customer service with customer experience is like saying that a safety net is a trapeze act. Yes, the net is important to the act. But if the performer needs to use the net then something has gone wrong with the show.” Harley Manning and Kerry Bodine, Forrester Research
  • 13. ”Customer experience is not just about rational experiences (e.g. how quickly a phone is answered, what hours you’re open, delivery time scales, etc.) - more than 50% of customer experience is subconscious, or how a customer feels.”
  • 14. Neuromarketing – Where Brain Science and Marketing Meet
  • 15. 80% of CEOs think that their companies offer a superior customer experience (source: Bain & Company)
  • 16. …but only 8% of their customers agree! (source: Bain & Company)
  • 17. What are you going to do? OR
  • 18. “A business is defined by the want a customer satisfies when she buys a product or service. To satisfy the customer is the mission and purpose of every business.” - Peter Drucker, management thinker
  • 20. After four weeks of training, Zappos call center reps are offered $3,000 to quit immediately. By offering people money to quit, Zappos ensures that the people they hire are really excited about working there.
  • 21. Donald Porter, British Airways, V.P. “Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.”
  • 22. Video apology by Ramon De Leon for Domino's Pizza
  • 23. “What can I do for you?”
  • 25. “We’re in the people business serving coffee, not the coffee business serving people.” Howard Schultz, Starbucks, Chairman and CEO
  • 27. Joshie the Giraffe at the Ritz-Carlton
  • 28. Honda - The Cog - “When things just work”
  • 29. Victoria’s Secret original idea was to have a store where men felt comfortable shopping for lingerie. It all began when Roy Raymonds went shopping for his wife, and felt out of place in a lingerie store.
  • 32. “There are 4 people in BMW who are ‘smell designers’ and 60 people whose job is to ‘compose’ the right sound when the door closes.” - Kjell Nordstrom, “Funky Business”, coauthor
  • 33. “In the world of abundance, simplicity might be the most creative thing to do!” Alf Rehn, internationally recognized business thinker
  • 34. Seven-year-old Luka lost his LEGO Ninjago minifigure
  • 37. The best pizza place in New York City
  • 38. “Mostly, it's the fu*king ribs.”
  • 39. “What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him.” - John Russell, Harley-Davidson, VP
  • 41. Now, that’s more like it! :)
  • 42. Sam Walton, Walmart, founder “The goal as a company is to have customer service that is not just the best but legendary.”
  • 43. “The day you are satisfied with how you played is the day you should retire.”
  • 44. “What ever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.” - Walt Disney, The Walt Disney Company, co-founder
  • 45. “We are what we repeatedly do. Excellence then, is not a single act, but a habit.”– Aristotle, Greek philosopher
  • 46. Vladimir Vulić To connect, and for speaking enquiries, please visit www.vanja.me