Creating A Positive Customer Experience:An Introduction to Moments That Matter

The Experience Moments of Truth Owning It

COME TO US

• Quality

• Price

• Brand recognition

• Accessibility

COME BACK

• Personalized experience

• Service and support

• Comparison to others

STAY

• Incentives for loyalty

• Continuous improvement

• Consistency of experience

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Why Customers…

We’re ALL customers…

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…so how does it make YOU feel?

It’s all about how YOU experience it…

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Each experience is a series of ‘moments’…

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Good, bad and ugly ‘moments’…

Customers today have:

• Less time

• High expectations

• More choices/more buying power

• Zero tolerance for waiting

• No problem going elsewhere

EVERY ‘moment’ matters…

Source: * Customer Experience Management: The Value of “Moments of Truth” Copyright © 2006 Customer Think Corporation

EVERY interaction is an opportunity to:

SucceedA good customer

experience is told to 8

others

FailA bad customer

experience is told to 22

others

RecoverIt takes 10 good

experiences to make up

for one bad

Own the experience…

…or someone else will!

How was YOUR experience?

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Ryan Siskow