The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th

PowerPoint Presentation

The customer experience problem

Jeff Perkins#flipmyfunnel meetupMay 2016

@jeffperkins8 #FLIPMYFUNNEL









Where Ive worked


@jeffperkins8 #FLIPMYFUNNELCompanies want to deliver a great customer experience

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90% of company decision-makers say that a good experience is critical to their successSource: Forrester


95% of companies fail to exceed the expectations of their customers. Source: American Express Global Service Barometer





@jeffperkins8 #FLIPMYFUNNELWHY IS CUSTOMER EXPERIENCE SO HARD???


@jeffperkins8 #FLIPMYFUNNELWHY IS CUSTOMER EXPERIENCE SO IMPORTANT???

@jeffperkins8 #FLIPMYFUNNEL67% of customers mention bad experiences as a reason for churnhttp://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html

but only 1 out of 26 unhappy customers complain.

@jeffperkins8 #FLIPMYFUNNEL6 RANDOM THOUGHTS ON CUSTOMER EXPERIENCE

@jeffperkins8 #FLIPMYFUNNEL1. If the product sucks, delivering a great customer experience is impossible


@jeffperkins8 #FLIPMYFUNNEL2. Help Your Customers Help Themselves


@jeffperkins8 #FLIPMYFUNNELBy 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human.Source: Gartner



@jeffperkins8 #FLIPMYFUNNEL3. Listen to your customers



@jeffperkins8 #FLIPMYFUNNEL4. If your customers are not successful you are not successful



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YOURE MORE INTERESTED IN YOUR BUSINESS THAN MY BUSINESS.



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5. promote your customer experience



@jeffperkins8 #FLIPMYFUNNEL6. What would springsteen do?


Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time. Bruce Springsteen


Top grossing concerts of 2016




You reaffirmed that there are still companies out there focused on great service, and youve made a lifelong fan out of me.Christina McMenemy

@jeffperkins8 #FLIPMYFUNNELRandom thoughts about customer experience

If the Product Sucks, Delivering a Great Customer Experience is Impossible

Help Your Customers Help Themselves

Listen to Your Customers

If Your Customers Are Not Successful, You Are Not Successful

Promote Your Customer Experience

What Would Springsteen Do?


THANKYOU


The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th

Marketing

Transcript of The Customer Experience Problem - FlipMyFunnel Meetup - Sept 28th