Creating a positive customer experience ryan siskow 2013
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Transcript of Creating a positive customer experience ryan siskow 2013
Creating A Positive Customer Experience:An Introduction to Moments That Matter
The Experience Moments of Truth Owning It
COME TO US
• Quality
• Price
• Brand recognition
• Accessibility
COME BACK
• Personalized experience
• Service and support
• Comparison to others
STAY
• Incentives for loyalty
• Continuous improvement
• Consistency of experience
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Why Customers…
We’re ALL customers…
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…so how does it make YOU feel?
It’s all about how YOU experience it…
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Each experience is a series of ‘moments’…
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Good, bad and ugly ‘moments’…
Customers today have:
• Less time
• High expectations
• More choices/more buying power
• Zero tolerance for waiting
• No problem going elsewhere
EVERY ‘moment’ matters…
Source: * Customer Experience Management: The Value of “Moments of Truth” Copyright © 2006 Customer Think Corporation
EVERY interaction is an opportunity to:
SucceedA good customer
experience is told to 8
others
FailA bad customer
experience is told to 22
others
RecoverIt takes 10 good
experiences to make up
for one bad
Own the experience…
…or someone else will!
How was YOUR experience?
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Ryan Siskow