Success works customer experience
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Darcy Bevelacqua Success Works [email protected] 917 520-0261 Customer Knowledge www.success-works.com Customer Experience
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Transcript of Success works customer experience
Darcy BevelacquaSuccess Works [email protected] 917 520-0261
Customer Knowledge
www.success-works.com
Customer Experience
Customer Experience is the sum total of customer interactions over time.
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Customers aren’t loyal any more
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If they have a bad experience they walk away-go elsewhere
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They can broadcast their concerns using social media
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Not providing the right experience is costing you money
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Technology solutions aren’t enough to bridge the gap to becoming customer centric.
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A Customer Centric Solution requires
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Strategy Technology
Org Redesign Process
Gaps in the Customer Experience between Sales and Marketing
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Gaps between communication channels(web, call center, mobile)
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Gaps between tools & process which do not fit together seamlessly
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The Customer Experience gets lost
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Solution: Customer Experience Design to close the gaps
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What is Customer Experience Design?
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Diagnostic-where are you now
Insight: What we need to fix Improvement Plan- how we implement
Current Customer Experience/ Journey
Why? Improve the Customer Experience
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Save Money by Eliminating wasted communications
Save time by automating Triggers
Build relevancy And enhance Customer loyalty
• Darcy Bevelacqua• Success Works • [email protected] • 917 520-0261
Undecided on your customer experience direction ?
www.success-works.com
Contact us for helpDarcy [email protected]/in/darcybev917 520-0261
