secrets of creating a remarkable customer experience
DESCRIPTION
Maxims like "The Customer is Always Right" and "The Customer is King" are the bane of experience designers. While I don't disagree with the sentiment, the problem is that their all-or-nothing approach to the customer experience leads many business owners to the incorrect conclusion that they must trade meeting business objectives with being held hostage by irrational and impossible demands from customers. The result is an ambiguous, half-hearted attempt to be "customer friendly" - while never creating a remarkable (and truly memorable) customer experience. This webinar will provide you with practical, actionable ideas for creating a remarkable customer experience for your organization.TRANSCRIPT
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 [email protected]
normalmodes.com832.426.4882
@normalmodes