Recall the amount of times you've had an awesome customer support experience from an IT service desk, telecommunications provider or utility company. Struggling? Thought so. Why is the experience so often like sticking pins in your eyes? With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

1. Dan$Lee$
Crea)ng$enjoyable$
customer$experiences$8$it's$
not$as$hard$as$you$think$

2. Creating Enjoyable Customer
Experiences
It’s not as hard as you think

3. @danboblee
linkedin.com/in/danielrlee
dan.lee@citrix.com

4. h"p://flic.kr/p/tujYE1

5. h"p://flic.kr/p/ino14W1

6. h"p://flic.kr/p/dCyHCL1

7. h"p://flic.kr/p/Pvb91

8. h"p://flic.kr/p/tujYE1

9. h"p://www.flickr.com/photos/mkuram/4872078284/1
Advertise

10. h"p://flic.kr/p/ax34JU1
Make It Welcoming

14. h"p://flic.kr/p/5AGS3k1
Reduce Friction

23. Content
h"p://flic.kr/p/pNknz1

27. Personalise
h"p://flic.kr/p/cBDpF71

32. h"p://flic.kr/p/86PZ6Z1
Fun

37. Channels & Devices
h"p://flic.kr/p/anLArh1

38. Changing demographics influencing service preferences
Phone&
Social&
Media&
10&
14&
12&
Self0
service&
4&
3&
4&
24&
25&
19&
Email&
Chat&
8&
44&
46&
3&
57&
76&
Q:1When1you1want1
service1or1support1
for1a1product1or1
service1are1you1
most1likely1to1seek1
help?1
Seniors1
Boomers1
GenXX1
GenXY1
Net1Gen1
12&
13&
9&
10&
10&
16&
15&
28&
24&
77%1of1“Net1Gen”1want1
service1by1chat,1social1
media1or1web1selfXservice1

41. h"p://flic.kr/p/id9KHn1
Watch, Test, Learn

44. h"p://flic.kr/p/pHHEg1
Community

47. h"p://flic.kr/p/dyjhZV1
People and Culture

48. "Businesses&oDen&forget&about&
the&culture,&and&ulHmately,&they&
suffer&for&it&because&you&can't&
deliver&good&service&from&
unhappy&employees."&&

49. "We&believe&that&customer&
service&shouldn't&be&just&a&
department;&it&should&be&the&
enHre&company."&&

50. Nordstrom's&Rules&for&Employees:&
Rule&#&1:&Use&your&good&judgment&
in&all&situaHons&There&are&no&
addiHonal&rules&

51. Advertise
Make It Welcoming
Reduce Friction
Personalise
Fun
Content
Watch, Test, Learn
Channels & Devices
Community
People & Culture

52. @danboblee
linkedin.com/in/danielrlee
dan.lee@citrix.com

53. With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial