SlideShare uma empresa Scribd logo
1 de 10
Baixar para ler offline
How To Put The Fun
Back Into Customer
Feedback
How To Put the Fun Back
Into Customer Feedback
How To Build a
Great Customer
Experience
We do it because we want customers to stay with
us for longer, to spend more and to recruit new
customers.
So how do you get started?
Why do we want to build great
customer experiences?
To understand how technology is changing
consumer behaviour, you need to look at your
customers from a generational point of view.
Look at what different consumer groups want.
Top tip: Don’t get so obsessed with the technology
that you forget about the person. Customer service
still has to be right. Service is still the killer app.
How technology is shaping
consumer behaviour
Getting employees engaged has lots of different
benefits including better customer satisfaction.
The secret is to give them the keys to the kingdom
and let them know you trust them to use the keys
wisely.
Top tip: Obsess about customer needs at every
interaction, treating customer experience as a
competence.
Gamifying the employee
experience
Never underestimate how good storytelling can be
in influencing your organisation, your employees
and your teams to focus even more on driving
continuous improvement to the experience you
give both your customers and your employees.
Top tip: Feelings and emotions aren’t soft and
fluffy, they’re core to the business.
The Art and Influence of
Storytelling in CX
Innovation fails because we’re not able to get into people’s
heads and understand what they want and why they want
it.
Ask yourself, when was the last time you spoke with your
customers? You can’t innovate if you don’t understand
what’s going on in your customer’s mind.
Top Tip: Play is absorbing - it’s where everyone and
everything sinks to the background because you become
absorbed into what you’re doing.
LEGO® Serious Play
If you’re ever thinking about bringing products or
devices together, the key is to think: “Can you
connect these parts together?” with APIs.
Essentially, they’re like the oil in the engine,
keeping all the different parts moving and
connected.
Nothing happens without an API in place.
Top Tip: APIs are essential to integrate all parts of
customer data within the organisation.
Man & Machine
Instead of thinking about the technology, think
about the problems you can solve with it.
For example, washing machines that text when a
load has finished doesn’t solve the problem of
having to wash clothes. Just because the
technology exists, doesn’t mean it’s helpful.
Innovate to solve problems.
Top Tip: Strip back the idea and focus on the
problem. Don’t think about the technology.
The Internet Of Things
The way we’ve been primed to work on projects
typically, starts with a strategy, and then goes into
insight, execution and finally engagement.
The approach we’re suggesting is rather simple:
start with engagement first. Reverse the approach,
so we’re doing rather than thinking.
Top tip: Most customer experience projects fail
because they’re projects and customer.
Moving From Strategy to
Action
How to Build a Great Customer
Experience
Download the full eBook here for expert advice
on how to build a great customer experience.

Mais conteúdo relacionado

Destaque

argosbpm - Innovación en procesos de negocio
argosbpm - Innovación en procesos de negocioargosbpm - Innovación en procesos de negocio
argosbpm - Innovación en procesos de negocioCarlos Soto
 
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIO
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIOTALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIO
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIOAje Región de Murcia
 
Making Your Customer Experience Great Before You Hit Production - AppSphere16
Making Your Customer Experience Great Before You Hit Production - AppSphere16Making Your Customer Experience Great Before You Hit Production - AppSphere16
Making Your Customer Experience Great Before You Hit Production - AppSphere16AppDynamics
 
The customer journey para el diagnóstico y mapeo de experiencias de clientes
The customer journey para el diagnóstico y mapeo de experiencias de clientesThe customer journey para el diagnóstico y mapeo de experiencias de clientes
The customer journey para el diagnóstico y mapeo de experiencias de clientesMystery Shopper Co.
 
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...Digital Clarity Group
 
Customer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer PersonasCustomer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer PersonasGoodbuzz Inc.
 
Changing Customer Behavior With Unconscious Influences
Changing Customer Behavior With Unconscious InfluencesChanging Customer Behavior With Unconscious Influences
Changing Customer Behavior With Unconscious InfluencesJeannie Walters, CCXP
 
Customer journey map del cliente
Customer journey map del clienteCustomer journey map del cliente
Customer journey map del clienteCatch On Me
 
Four tips for ensuring a great customer experience in the healthcare industry
Four tips for ensuring a great customer experience in the healthcare industryFour tips for ensuring a great customer experience in the healthcare industry
Four tips for ensuring a great customer experience in the healthcare industryBrandworkz
 
Business design, sesion trabajo ibercaja
Business design, sesion trabajo ibercaja Business design, sesion trabajo ibercaja
Business design, sesion trabajo ibercaja Thinkers Company
 
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?Customer Journey Clinic: Está tu organización realmente enfocada a cliente?
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?Juan Jose Delgado
 
Design thinking en educación. Creatividad con alumnos y profesores
Design thinking en educación. Creatividad con alumnos y profesoresDesign thinking en educación. Creatividad con alumnos y profesores
Design thinking en educación. Creatividad con alumnos y profesoresAlfredo Hernando
 
Customer experience 360: Brand experience report
Customer experience 360: Brand experience reportCustomer experience 360: Brand experience report
Customer experience 360: Brand experience reportJack Morton Worldwide
 
Retail Industry Analysis 2013
Retail Industry Analysis 2013Retail Industry Analysis 2013
Retail Industry Analysis 2013Propane Studio
 

Destaque (18)

argosbpm - Innovación en procesos de negocio
argosbpm - Innovación en procesos de negocioargosbpm - Innovación en procesos de negocio
argosbpm - Innovación en procesos de negocio
 
Lean PMO as a change agent
Lean PMO as a change agentLean PMO as a change agent
Lean PMO as a change agent
 
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIO
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIOTALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIO
TALLER COMO INNOVAR EN SERVICIOS PROFESIONALES. 12 JUNIO
 
Making Your Customer Experience Great Before You Hit Production - AppSphere16
Making Your Customer Experience Great Before You Hit Production - AppSphere16Making Your Customer Experience Great Before You Hit Production - AppSphere16
Making Your Customer Experience Great Before You Hit Production - AppSphere16
 
The customer journey para el diagnóstico y mapeo de experiencias de clientes
The customer journey para el diagnóstico y mapeo de experiencias de clientesThe customer journey para el diagnóstico y mapeo de experiencias de clientes
The customer journey para el diagnóstico y mapeo de experiencias de clientes
 
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultim...
 
Customer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer PersonasCustomer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer Personas
 
Changing Customer Behavior With Unconscious Influences
Changing Customer Behavior With Unconscious InfluencesChanging Customer Behavior With Unconscious Influences
Changing Customer Behavior With Unconscious Influences
 
Customer journey map del cliente
Customer journey map del clienteCustomer journey map del cliente
Customer journey map del cliente
 
Four tips for ensuring a great customer experience in the healthcare industry
Four tips for ensuring a great customer experience in the healthcare industryFour tips for ensuring a great customer experience in the healthcare industry
Four tips for ensuring a great customer experience in the healthcare industry
 
Business design, sesion trabajo ibercaja
Business design, sesion trabajo ibercaja Business design, sesion trabajo ibercaja
Business design, sesion trabajo ibercaja
 
Customer journey
Customer journeyCustomer journey
Customer journey
 
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?Customer Journey Clinic: Está tu organización realmente enfocada a cliente?
Customer Journey Clinic: Está tu organización realmente enfocada a cliente?
 
Case analysis papa john's pizza group 1_final draft
Case analysis papa john's pizza group 1_final draftCase analysis papa john's pizza group 1_final draft
Case analysis papa john's pizza group 1_final draft
 
Smart customer Journey by IZO
Smart customer Journey by IZOSmart customer Journey by IZO
Smart customer Journey by IZO
 
Design thinking en educación. Creatividad con alumnos y profesores
Design thinking en educación. Creatividad con alumnos y profesoresDesign thinking en educación. Creatividad con alumnos y profesores
Design thinking en educación. Creatividad con alumnos y profesores
 
Customer experience 360: Brand experience report
Customer experience 360: Brand experience reportCustomer experience 360: Brand experience report
Customer experience 360: Brand experience report
 
Retail Industry Analysis 2013
Retail Industry Analysis 2013Retail Industry Analysis 2013
Retail Industry Analysis 2013
 

Mais de Rant & Rave

What is Emotional Engagement Really About?
What is Emotional Engagement Really About?What is Emotional Engagement Really About?
What is Emotional Engagement Really About?Rant & Rave
 
How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
 
10 Game Changers for Customer Experience
10 Game Changers for Customer Experience10 Game Changers for Customer Experience
10 Game Changers for Customer ExperienceRant & Rave
 
6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact CentreRant & Rave
 
Customer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterCustomer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterRant & Rave
 
Customer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosCustomer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosRant & Rave
 
Using customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceUsing customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceRant & Rave
 
Tales of good and bad customers
Tales of good and bad customersTales of good and bad customers
Tales of good and bad customersRant & Rave
 
Rant & Rave - Finance Customer Experience
Rant & Rave - Finance Customer ExperienceRant & Rave - Finance Customer Experience
Rant & Rave - Finance Customer ExperienceRant & Rave
 
Financial services customers and their emotions
Financial services customers and their emotionsFinancial services customers and their emotions
Financial services customers and their emotionsRant & Rave
 
Customer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisCustomer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisRant & Rave
 
Customer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin HainesCustomer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin HainesRant & Rave
 
Customer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas RebelCustomer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas RebelRant & Rave
 
Customer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsCustomer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsRant & Rave
 
Customer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherCustomer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherRant & Rave
 
Customer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionCustomer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionRant & Rave
 
Maria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionMaria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionRant & Rave
 
The Rant & Rave Platform
The Rant & Rave PlatformThe Rant & Rave Platform
The Rant & Rave PlatformRant & Rave
 
The Raving Difference
The Raving DifferenceThe Raving Difference
The Raving DifferenceRant & Rave
 

Mais de Rant & Rave (19)

What is Emotional Engagement Really About?
What is Emotional Engagement Really About?What is Emotional Engagement Really About?
What is Emotional Engagement Really About?
 
How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...
 
10 Game Changers for Customer Experience
10 Game Changers for Customer Experience10 Game Changers for Customer Experience
10 Game Changers for Customer Experience
 
6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre
 
Customer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterCustomer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola Collister
 
Customer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosCustomer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis Maos
 
Using customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceUsing customer emotion to learn and improve experience
Using customer emotion to learn and improve experience
 
Tales of good and bad customers
Tales of good and bad customersTales of good and bad customers
Tales of good and bad customers
 
Rant & Rave - Finance Customer Experience
Rant & Rave - Finance Customer ExperienceRant & Rave - Finance Customer Experience
Rant & Rave - Finance Customer Experience
 
Financial services customers and their emotions
Financial services customers and their emotionsFinancial services customers and their emotions
Financial services customers and their emotions
 
Customer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisCustomer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis Fois
 
Customer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin HainesCustomer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin Haines
 
Customer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas RebelCustomer Engagement Raveolution - Thomas Rebel
Customer Engagement Raveolution - Thomas Rebel
 
Customer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsCustomer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew Richards
 
Customer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherCustomer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew Gallagher
 
Customer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionCustomer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel Discussion
 
Maria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionMaria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement Raveolution
 
The Rant & Rave Platform
The Rant & Rave PlatformThe Rant & Rave Platform
The Rant & Rave Platform
 
The Raving Difference
The Raving DifferenceThe Raving Difference
The Raving Difference
 

Último

Machine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfMachine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfAijun Zhang
 
COMPUTER 10 Lesson 8 - Building a Website
COMPUTER 10 Lesson 8 - Building a WebsiteCOMPUTER 10 Lesson 8 - Building a Website
COMPUTER 10 Lesson 8 - Building a Websitedgelyza
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxMatsuo Lab
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXTarek Kalaji
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URLRuncy Oommen
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024SkyPlanner
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationIES VE
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarPrecisely
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfJamie (Taka) Wang
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopBachir Benyammi
 
Linked Data in Production: Moving Beyond Ontologies
Linked Data in Production: Moving Beyond OntologiesLinked Data in Production: Moving Beyond Ontologies
Linked Data in Production: Moving Beyond OntologiesDavid Newbury
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDELiveplex
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsSeth Reyes
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1DianaGray10
 

Último (20)

Machine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdfMachine Learning Model Validation (Aijun Zhang 2024).pdf
Machine Learning Model Validation (Aijun Zhang 2024).pdf
 
COMPUTER 10 Lesson 8 - Building a Website
COMPUTER 10 Lesson 8 - Building a WebsiteCOMPUTER 10 Lesson 8 - Building a Website
COMPUTER 10 Lesson 8 - Building a Website
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptx
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBX
 
20230104 - machine vision
20230104 - machine vision20230104 - machine vision
20230104 - machine vision
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URL
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity Webinar
 
201610817 - edge part1
201610817 - edge part1201610817 - edge part1
201610817 - edge part1
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 Workshop
 
Linked Data in Production: Moving Beyond Ontologies
Linked Data in Production: Moving Beyond OntologiesLinked Data in Production: Moving Beyond Ontologies
Linked Data in Production: Moving Beyond Ontologies
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
 
Computer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and HazardsComputer 10: Lesson 10 - Online Crimes and Hazards
Computer 10: Lesson 10 - Online Crimes and Hazards
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
 

Rant & Rave: How to Build a Great Customer Experience.

  • 1. How To Put The Fun Back Into Customer Feedback How To Put the Fun Back Into Customer Feedback How To Build a Great Customer Experience
  • 2. We do it because we want customers to stay with us for longer, to spend more and to recruit new customers. So how do you get started? Why do we want to build great customer experiences?
  • 3. To understand how technology is changing consumer behaviour, you need to look at your customers from a generational point of view. Look at what different consumer groups want. Top tip: Don’t get so obsessed with the technology that you forget about the person. Customer service still has to be right. Service is still the killer app. How technology is shaping consumer behaviour
  • 4. Getting employees engaged has lots of different benefits including better customer satisfaction. The secret is to give them the keys to the kingdom and let them know you trust them to use the keys wisely. Top tip: Obsess about customer needs at every interaction, treating customer experience as a competence. Gamifying the employee experience
  • 5. Never underestimate how good storytelling can be in influencing your organisation, your employees and your teams to focus even more on driving continuous improvement to the experience you give both your customers and your employees. Top tip: Feelings and emotions aren’t soft and fluffy, they’re core to the business. The Art and Influence of Storytelling in CX
  • 6. Innovation fails because we’re not able to get into people’s heads and understand what they want and why they want it. Ask yourself, when was the last time you spoke with your customers? You can’t innovate if you don’t understand what’s going on in your customer’s mind. Top Tip: Play is absorbing - it’s where everyone and everything sinks to the background because you become absorbed into what you’re doing. LEGO® Serious Play
  • 7. If you’re ever thinking about bringing products or devices together, the key is to think: “Can you connect these parts together?” with APIs. Essentially, they’re like the oil in the engine, keeping all the different parts moving and connected. Nothing happens without an API in place. Top Tip: APIs are essential to integrate all parts of customer data within the organisation. Man & Machine
  • 8. Instead of thinking about the technology, think about the problems you can solve with it. For example, washing machines that text when a load has finished doesn’t solve the problem of having to wash clothes. Just because the technology exists, doesn’t mean it’s helpful. Innovate to solve problems. Top Tip: Strip back the idea and focus on the problem. Don’t think about the technology. The Internet Of Things
  • 9. The way we’ve been primed to work on projects typically, starts with a strategy, and then goes into insight, execution and finally engagement. The approach we’re suggesting is rather simple: start with engagement first. Reverse the approach, so we’re doing rather than thinking. Top tip: Most customer experience projects fail because they’re projects and customer. Moving From Strategy to Action
  • 10. How to Build a Great Customer Experience Download the full eBook here for expert advice on how to build a great customer experience.