communications_and_the_customer_experience_handout_deck_LigatureGroupLLC_2015
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Webinar Series Communications and the Customer Experience ©2015 Ligature Group — All Rights Reserved. Webinar Series and People, Process, Performance are owned by EaglesWings Team. ©2015 Produced by Business Performance USA. Communications and the Customer Experience True and lasting customer retention strategies. «Watch this webinar on Youtube, Business Performance Channel. CLICK HERE
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Transcript of communications_and_the_customer_experience_handout_deck_LigatureGroupLLC_2015
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group — All Rights Reserved. Webinar Series and People, Process, Performance are owned by EaglesWings Team. ©2015 Produced by Business Performance USA.
Communications and the Customer Experience
True and lasting customer retention strategies.
«Watch this webinar on Youtube, Business Performance Channel. CLICK HERE
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
Let’s make sure this event is worth your time.• Ask questions using the chat feature• Have a question about a specific situation at your workplace?
• Contact: [email protected]• Visit BusinessPerformanceUSA.org
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Cynthia StewartCo-FounderManaging PartnerEvermore Services, LLC
Dr. Jeff StewartCo-Founder1st Speaker & BOT-BOD-CXO AgentJASS, LLC.
Victor DominguezCo- FounderExecutive DirectorBusiness Performance USA
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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ANTICIPATE EXPERIENCE LEARN
Dynamic Communications for The Customer Experience
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Anticipate the Ideal Experience •
Script the Scenario•
Communications Decision Tree•
Hybrid Communications Platform:•Automate everything you can •Humanize the things you can’t automate•
ANTICIPATE
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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EXPERIENCE
Align the expectations with the experience•
Deliver the experience & exceed by one • additional effortMake your customers experiences • the focus of your marketing contentConnect their experience with your • shared beliefs systems
Dynamic Pro• blem Solving — Problems are opportunities
Set next expectations•Document the encounter•
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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LEARN
Learning is the key to successfully • anticipating what’s next
Objective and measurable•
Condition your teams for • transparency and accountability
Set up push/pull systems for • sharing metrics
Share knowledge and intuition •
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Define the Customer Experience
Communication LoopIntra-Departmental
Teamwork
Brand Pillars
Communications Tree
Omni-channel Communications
A communications platform is part of the bigger customer experience strategy.
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Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Define the Experience
People need to experience something before they know it, understand it and believe it.
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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TRUST
FORGIVENESS
TRAINING
EASY
ACCURACY
Brand Pillars
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Marketing Sales Customer Service
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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YESAmplify their message and share our own if possible
YESIf it is factual and relevant, you can concur with the post or tweet. You can let it stand or shoose to amplify.Do you want to respond?
NOLet the post or tweet stand on it’s own
REMEMBER• Be transparent about your affiliation with our company• Cite official sources if presenting a fact• Take your time to craft a smart response, but take into account the speed if the Internet• Your tone re�ects in the entire company
ONLINE POSTINGHave you discovered a post or tweet about our company?Is it positive? NO
Is this site or person dedicated to bashing our company?
YESMonitor only. Avoid responding and forward link to thepost or tweet to [email protected] with the subject line “Monitor”
NOIs this post or tweet a rant, rage, joke or ridicule, or is it satirical in nature?
YESMonitor only. Avoid responding and forward link to thepost or tweet to [email protected] with the subject line “Monitor”
NOIs this post or tweet misinformed or does it contain errors?
YES Responde politely with factual information from our online sources,clearly stating your company connection and linking back to source. Forward link to the post or tweet to [email protected] with the subject line “Response.”
NOIs this post or tweet a resultof a negative experience withour company?
YES Acknowledge complaint and let person know you areforwarding their message. Forward link to the post or tweet to [email protected] with the subject line “Monitor”
NOIs this site or person dedicated to bashing our company?
CommunicationsDecision Tree
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Intra-Departmental teamwork — a Learning Approach
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Omni-channel Communications
Webinar Series
Communications and the Customer Experience ©2015 Ligature Group, LLC — All Rights Reserved.
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Become a Business Performance USA Member today. You’ll have full access to all of our recorded webinars, blogs, InfoGraphics, and more.Victor can also be reached at Ligature Group, LLC. The Ligature Group is a communications company. We create communications that people
can understand and believe in. Email: [email protected]
Ligature Group Fact Sheet: CLICK HERE · LigatureGroup.com: CLICK HERE
Next Week’s Topic:Twitter Boot Camp
Presented by: Kenna Lewis, Owner, Social Centric Media
CLICK HERE
