THE CUSTOMER EXPERIENCE

VICKI HILL • Founder and CEO • Over 20 years of experience

• Founded in 2011• 33% growth the past 5 years • 50 employees

MOSAIC TODAY

Mosaic Executive Team

• The Client Experience: • Our Team • Our Services• Our Clients

MOSAIC ADVANTAGE

Name ONE brand you absolutely cannot live without

The Customer Experience

Customer Experience

B: Training

When building a world-class customer service company, what is

more important?

A: HiringA: Hiring

Customer Experience

Service Aptitude“A person’s ability to recognize

opportunities to exceed a customer’s expectations, regardless of the

circumstances”

Customer Experience

Service Aptitude- Previous Life Experiences- Previous Work Experiences- Current Work Experience

Customer Experience

Superior Service?

80%

20%

300 Organizations

Yes No

Do you believe that your

organization provides superior service?

Customer Experience

Superior Service?

8%

92%

3000 Customers

Yes No

Do you believe this

organization provides superior service?

Customer Experience

Superior Service

“If I had asked people what they

wanted, they would have said faster horses” - Henry Ford

Customer Experience

Who are your Clients?

Your Client is anyone who depends on the work that

you do

Customer Experience

Who is your competition?

Customer Experience

A DAY IN THE LIFE OF YOUR CLIENT

Customer Experience

6 Components of the Customer Experience

Physical

Setting

FunctionalTechnical

Operational

Hospitality

• Physical: Brick & Mortar (décor)

• Setting: Controllable “mood” or ambiance (music)

• Functional: Ease of doing business (business hours)

• Technical: Expertise (job knowledge)

• Operational: Behind the scenes tasks (paperwork)

• Hospitality: Interacting with Clients (personalization)

Customer Experience

NEGATIVE CUES

Customer Experience

NEGATIVE CUES

Customer Experience

NEGATIVE CUES

We need to verify your information.VS.May I update your

information?

I am calling to confirm….VS.I am calling to

remind you of…

Customer Experience

NEGATIVE CUES

Don’t punish 100% of your customers for what 2% might do

POLICY or PROCEDURES

The Customer Experience

Customer Experience

Customer Experience Cycle

Customer Experience

Customer Experience CycleService Defects Operational Standards Experiential Standards

What could go wrong at this stage?

Remember: Even things that are not

our fault may still be our problem

What MUSTget done at

this stage for the work to

be done. Legally and

operationally, what NEEDS to happen?

What differentiates us from our

competition? How can we

make the things that

must happen be better?

The things we do to go the

extra mile for our clients,

when resources

allow

Above and Beyond Opportunities

Customer Experience

Customer Experience Cycle

Customer Experience

Customer Experience Cycle

Customer Experience

Customer Experience

You are the experience

BUILD YOUR BRAND!

Customer Experience

PAYROLL IS A THANKLESS JOB

The minimum your team expects is 100% perfection

MISTAKES HAPPEN

Customer Experience

MISTAKES HAPPEN

Customer Experience

A mundane transaction is now a unique and memorable experience

Build your brand

Customer Experience

You are the experience

FORDFAMILYOCCUPATIONRECREATIONDREAM

When you know 2 or more FORD

items on a person, then you can start building

a relationship

Customer Experience

You are the experience

Customer Experience

FORD PERSONALIZE

NEGATIVE CUES

SERV

ICE A

PTITUD

E

RB

F

ABOVE & BEYOND

STANDARDS

COMPETITION

CLIE

NTS

EVERY INTERACTION

BRAND

CONSISTENT

Customer Experience

You can’t just deliver world-class service at work; it has to be something that is in

you, in all areas of your life. It is who you are; it is the way you treat your

family, neighbors, coworkers, Customers, and strangers. And

remember, there are not strangers, just friends you haven’t met yet”

- John DiJulius

Customer Experience

QUESTIONS?