Customer Experience

Tapish Panwar

A customer experience is an interaction between an organization and its customer at multiple touch points covering a customer’s end to end journey with the organization

Advantages of an effective customer experience created includes but are not limited to – easing customer acquisition, driving customer loyalty and improving customer retention

Customer experience is what is perceived by the customer through his conscious and subconscious mind

Customer experience must not be mistaken as rational performance of the organization while interacting with the customer, instead it is wholly a customer side measure

Customer experience is the cumulative impact of multiple touch-points over time, which result in a real relationship feeling, or lack of it

Customer Experience

Sources – Customerthink, Temkin, HBR, Forbes

Measuring Customer Experience

KPMG Nunwood is the world’s first

full-service customer

experience management consultancy

Temkin Group’s Insight report

publishes annual customer

experience ratings for top US

companies

Nunw

ood

Tem

kin

Pillars of Customer experience measurement

Drivers of Customer experience Sources – Customerthink, Temkin, HBR, Forbes

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else

- Sam Walton

If-then algorithms to respond to

various customer situations in a

pre-defined manner leading

to high-class customer

experience

Benchmarking Customer Experience Examples

Higher executives are made to attend customer calls as part of their training at

Amazon to

While digital is the future for customer experience, nothing beats a human touch in your interactions with customers. Here is the LEGO

example to drive home the point

How LEGO’s response to a kid went viral

Sources – Customerthink, Temkin, HBR, Forbes

Sources – Customerthink, Temkin, HBR, Forbes

Key to Customer ExperienceMicro Customer Experience

• Acts on issues of one customer at a time• When one customer voices something, you can bet that they represent dozens or thousands

Macro Customer Experience

• Closing the loop with customers about the company’s commitment to resolve a universal pain• Typically requires more than one group to collaborate in discovering the true source of the issue

Cultural Customer Experience

• Customer experience insights can be intertwined with the company’s vision, mission and values• Centering the business on customers’ well-being

Thank You