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Customer Experience.: We Will Not Do Business .We Make People and People Do Business

This document discusses the importance of customer experience. It outlines how customer expectations have evolved from satisfaction to delight to experience. Key touchpoints with customers include interactions at various stages, from initial contact to after-sales service. Providing unique customer experiences through trust, emotional connections, feedback, personalized attention, social media engagement, technology, appreciation, simple communication, and a customer-focused culture can help make a brand successful. The document emphasizes approaching each customer with a focus on helping them achieve their goals.

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James Adhikaram
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146 views

Customer Experience.: We Will Not Do Business .We Make People and People Do Business

This document discusses the importance of customer experience. It outlines how customer expectations have evolved from satisfaction to delight to experience. Key touchpoints with customers include interactions at various stages, from initial contact to after-sales service. Providing unique customer experiences through trust, emotional connections, feedback, personalized attention, social media engagement, technology, appreciation, simple communication, and a customer-focused culture can help make a brand successful. The document emphasizes approaching each customer with a focus on helping them achieve their goals.

Uploaded by

James Adhikaram
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CUSTOMER EXPERIENCE.

We will not do
business….We make people
and people do business.

.
CUSTOMER EXPERIENCE.
1. Customer satisfaction- 1980.

2. Customer delight - 1990.

3. Customer Experience - 2000

.
Beware of customer Touch Points

1. when he is reading the display board.


1. When he is welcomed.
2. When he park the vehicle.
3. When he get attention.
4. When he get caring.
5. Ambience of the show room.

.
How C Ex. Can ,make your
brand successful.

10 unique customer experiences,


examples and best practices…..

.
1.Trust your customer.

10 unique customer experiences,


examples and best practices…..

.
Customer experience.

1. Treat your customer as first customer.


Herb Kelleher
CEO- Southwest Airlines.
Make an emotional bond with the customer.

.
Customer experience.
2. Customer connectivity … make it emotional.
Zappoos – Online shoe company.
Story- the shoe purchased by customer was found unfit.
He requested return of the shoe….Unfortunately he
died .
The company people visited the house and closed the
transaction.

Deliver and leave a wow factor…

.
Customer experience.

3. Get real time feedback.


Double impact.
1. Customer satisfaction.
2. Rectification of mistakes.

.
Customer experience.
4. Focus furiously on individual customer needs.
1. Customer satisfaction.
2. Rectification of mistakes.

Super quinn vegetable superstore in Ireland


Fortnightly meeting of 12 selected customer
for a round table discussion to understand
the need of customers.

.
Customer experience.

5. Practice social listening.

.
Customer experience.

6. Use technology/artificial intelligence.

.
Customer experience.
7. Prove that you really appreciate the customer.

Find opportunites to appreciae your customer.

.
Customer experience.

8 . Speak Humane.

Tech speak…Legal speak…..Jargon speak…


Always be cautious…….Talk simple.

.
Customer experience.

9. Encourage engagement.
Continuous interaction with yourcustomers.
Give them Live experiences……
Scope of website….social media.

.
Customer experience.

10. Build a customer first culture.

.
We will not do business.

Approach each customer


with the idea of helping him or
solve a problem or achieving a
goal.
Brian tracy
Give a reason.

“It is not your customer’s


job to remember you. It is your
obligation and responsibility to
make sure they don’t have the
chance to forget you.”
.
Brian tracy
Thank you….

James joseph
Adhikarathil
Mob 9447464502

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