Creating unforgettable customer experiences by Philip Whittaker
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Transcript of Creating unforgettable customer experiences by Philip Whittaker
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SERVICE EXCELLENCE IN THE OMNI-CHANNEL ERACreating Unforgettable Customer Experiences11th November 2014
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Source: Aberdeen Group’s October 2013 Research Report, Omni-channel Customer Care: Empowered Customers Demand a Seamless Experience
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YOU’VE GOTTA ASK YOURSELF A QUESTION
“DO I FEEL LUCKY?”
WELL, DO YA..PUNK?
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Accessibility
Cost
Quality
Choice
TimingEnvironme
nt
Customer
Service
CUSTOMER
EXPERIENCE
In short, customer service is only one element of the customer experience, which encompasses the sum total of a customer's active and passive interaction with a
brand over time.
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DISNEY’S MAGIC BAND
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WHERE WE ARE…
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• Learn more about customers through engaging incentives and provide them with useful tips/advice to keep the relationship flowing
• A mobile App that places relevant information and relays convenience at the users fingertips would ensure a strong bond, affinity and dependency (to a certain extent) to the brand/product
IDEAS FOR MAKING LIFE EASIER
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MULTI - CHANNEL OMNI - CHANNEL
SEAMLESS EXPERIENCE
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CUSTOMER EXPERIENCE
LIVES
IN HERE
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SINGLE CUSTOMER VIEW
Philip Anthony Rodgers
Mr P Rodgers
Philip Rodgers
Phil A Rodgers
P A Rodgers
Phil Rodgers
22 Jump Street
+ 65652525
+ 81019999
44 Hope Lane
+ 65880088
+ 88009999
Big Data Is Small Data Ltd.
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Improved Customer Engagement
More accurately targeted marketing incentives
Ability to make optimum strategic decision making
Achieve operation cost savings
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up!
So what, wrap
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Customer Experience should drive the business
Achieving a Single Customer View is vital
Retention is the new Acquisition
Customer Experience is the driver for Brand Advocacy
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Themed Attractions and Resorts