customer experience management - talent management
Post on 18-Sep-2014
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Customer Experiencein Talent
Management
CEM TM
Our goal is to make clear how to provide a great customer
experience!
how to create ‘devoted’ customers
a practical guide
UK consultant says “forget ‘delighted’ customers, start thinking ‘devoted’ customers”
‘devoted’ customers?
not ‘satisfied’ customers
not even ‘delighted’ customers
why?
86 % of detractors express satisfaction with the previous experience/supplier
so
forget
‘satisfaction’
think ‘devotion’
some customers have
high expectations
low expectations
all customers either have
a ‘great’ experienc
ea ‘poor’ experience
look at it like this
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
‘delighted’
‘delighted’ customers
are surprised by the level of service you provide
are surprised by the level of service you provide
( positively surprised please!)
so
‘delighting’ customers is ‘a good start’
but with time expectations will rise
(which is a good thing)
the challenge is to consistently deliver
a ‘great’experience
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
‘devoted’
why?‘devoted’ customers
stick with you
spend more
shout about you to others
the goal therefore is to create‘devoted’ customers
how?
“ the more you engage with customers the clearer things become and the easier it is to determine what
you should be doing”
John Russell, President, Harley-Davidson Europe
give your customers ‘a damn good listening to’
44% of consumers say the majority of
their customer experiences are
bland
stand in your own queues
identifyyour barriers to giving a greatexperience
aimthis
for
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
it’s not easy
occasionally customers will have
a ‘poor’experience
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
‘disappointed’
spot ‘disappointment’
askwere you completely happy with YOUR service?
and actgetto this
high expectations
low expectations
a ‘poor’experience
a ‘great’experience
‘devoted’
go for ‘delighted’
aim for ‘devoted’
spot ‘disappointed’
avoid ‘disaffected’
creating ‘devoted’
customers
meanstaking action,
not notes
Our goal is to make clear how to provide a great customer
experience!
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