1. Creating the Ultimate Customer Experience Presented by K.C. Blonski Vice President, New Business Partnerships AchieveGlobal

2. 61% Say Customer Experience is critical to our long-term success. However

3. How do you define Customer Experience? Channel integration Supply Chain New labor models Pricing Strategy Policy Product Inventory Rationalization Management New Technology People Strategy

4. 2 sides of the Customer Experience

5. Five Drivers of Customer Loyalty Clear vision and definition of customer experience A defined customer relationship strategy Superior skills for all customer-facing associates Leadership who genuinely motivate and guide others Effective organizational support

6. Five Drivers of Customer Loyalty Two sides of the customer experience deserve equal attention Clear vision and definition of customer experience but rarely get it

7. Five Drivers of Customer Loyalty Brand loyalty in today's world: It only takes one negative experience to lose a customer. A defined customer relationship strategy

8. Brand Loyalty in Todays World 58% will always or often pay more when perception of the experience is greater than the expectation 87% will discontinue business with a company after a negative customer experience, an increase of 12% from 2013 84% of those polled will tell others about a bad customer experience, up 10 percentage points since last year 37% share positive experiences online 88% say they will post or tweet negative service experiences with an organization

9. Five Drivers of Customer Loyalty Superior skills for all customer-facing associates Importance of the Human Element

10. Five Drivers of Customer Loyalty Leadership who genuinely motivate and guide others Front-Line Organizational Support Owning the Customer Experience Mid-Upper Management

11. Five Drivers of Customer Loyalty Effective organizational support Consistent and understood definition of customer experience Proper reward and recognition alignment All processes aligned to support customer experience

12. Questions to ponder Does your organization hold a common view of what is meant by the customer experience? Does everyone know what it looks like when it is being done well? What are we willing to give up to get it? 23

13. Thank You KC Blonski Phone 813-925-1596 E-Mail: kc.blonski@achieveglobal.com