trends and social media feb09
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Some thoughts and trends on customer experienceTRANSCRIPT
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Campbell Scott CEO
February, 2009
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Eist le fuaim na habhann
agus gheobhaidh tú breac
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People are socialising, connecting and organising
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Media is changing
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Customers are more informed and demanding
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and have conversations with people
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Insight
Promotion
Reputation
Support
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• Simplicity – design customer experience• Listening• Join your queue• Media is changing • Customers are more informed• Collaboration and organisations• Customers have a voice• Conversation builds trust• Exceed expectation – call back, last agent• Devotion
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