secrets of creating a remarkable customer experience
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Secrets of Creating a Remarkable Customer Experience
Secrets of Creating a Remarkable Customer ExperienceAngela Schmeidel RandallChief eXperience Officer, Normal Modes
@normalmodes
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
The Secrets
© 2012 – Normal Modes LLC. All rights reserved.
ClearConsistentCapableNice
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
Clear
© 2012 – Normal Modes LLC. All rights reserved.
Cultivate a business environment where everything is simple,
straightforward, and uncluttered
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Look for opportunities to reduce friction.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Eliminate points of confusion.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Appearances count. Design matters.
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
Consistent
© 2012 – Normal Modes LLC. All rights reserved.
Expectation that everything is going to be friendly and easy
every single time
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Transparency helps set expectations.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Accountability
Jay Pifer, Evoke Photography & Video
EO Houston
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
Capable
© 2012 – Normal Modes LLC. All rights reserved.
Employees have the ability and are empoweredto solve customer problems
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Don’t make folks jump through hoops.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Anticipate needs.
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
Nice
© 2012 – Normal Modes LLC. All rights reserved.
Be human. Be real.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Treat people as guests in your home.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Pay attention to detail.
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
It’s okay to be playful!
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
Remarkable experiences build TRUST
Secrets of Creating a Remarkable Customer Experience © 2012 – Normal Modes LLC. All rights reserved.
With trust comes loyalty.
Secrets of Creating a Remarkable Customer ExperienceSecrets of Creating a Remarkable Customer Experience
Conduct a customer experience audit to assess where you are.
© 2012 – Normal Modes LLC. All rights reserved.
Investigate your experience, for new and existing customers
Secrets of Creating a Remarkable Customer Experience
Good business is a remarkable customer experience.Angela Schmeidel RandallChief eXperience Officer angela@normalmodes.com
normalmodes.com832.426.4882
@normalmodes
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