Customer Experience Is the New Black - Amazon S3Customer...2016/01/19 · Customer Experience Is...

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Customer Experience Is the New Black: The Key to Revenue Generation in the 21st Century

Presented by: K.C. Blonski – Vice President, Customer Experience Chris Sheaffer – Senior Account Executive January 19, 2016

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Today’s Presenters

KC Blonski

Vice President of Customer Experience

Chris Sheaffer

Senior Account Executive

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Wilson Learning

years in business 50

Resources worldwide

Industry Recognition

Our Expertise Sales | Leadership | Customer Experience | Learning Transfer

53 Countries

350+ 33 Languages

Top 20 Sales Methodology Training Companies 2009, 2010, 2011, 2012, 2013, 2014, 2015

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Today’s Agenda

Process

Payoff

Purpose

4 © Wilson Learning Worldwide Inc.

Explore how to develop a branded customer experience that enhances the perceived value while impacting revenue

Examine the competitive advantages of a branded customer experience

Understand the equation for building trust in your dealership and the products and services you offer today

Identify the 4 key areas that dealers must address to have the greatest impact on enhanced value, customer loyalty, and increasing sales

Understand the importance of the human element to grow and protect your customer base


Does everyone within your dealership understand their role in supporting

the customer experience?

Question


Opinions Everywhere


Customer Experience:

The perception customers have of their interactions with your organization.


Brand Differentiation in Today’s World

86% will “always or often” pay more for

a better experience

87% will discontinue business with a

company after a negative customer experience, an increase of 12% from 2011

58% are more likely to share their

customer services experience stories now than they were five years ago

94% say organizations that provide an

experience greater than their expectations positively impact their level of trust

“By 2020 Customer Experience

will overtake Price and Product as the key brand differentiator”

‒ Customers 2020 Report

Four Years and Counting



“80% of an organization’s customer base falls into the zone of indifference.”

‒ Wilson Learning research

Zone of Indifference


Social Media

58% are more

likely to share their customer experience

stories now than five years ago


Got your attention yet?


70% of the buying experience is based on how customers “feel they are being treated” - McKinsey


The Human Element

Transaction Sale / Query

Building Trust and Confidence

Problem

Reassuring, Rebuilding

Making It Memorable

Delivering Quality to the Customer

Core Service Delivery Making It Right


Credibility + Empathy = Trust

Propriety

Competence

Commonality

Intent


Credibility + Empathy = Trust

Dealership Alignment

Leadership Responsibility

Associate Capability Marketing

Communications


TRUST is the primary driver of Customer Loyalty

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Managing the Experience

Manage Impact Create

Do Nothing At Interaction

Through Customer Feedback

Proactive Design of Customer

Experience

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The Bottom Line . . .

66% of respondents cited Customer Experience as the

biggest driver for encouraging greater spending -Right Now

86% of buyers will pay more for a better customer

experience -Customer Experience Index

5% growth among loyal customers leads to an increased

profit between 25% and 100% per customer

-Frederick Reichheld



Does your dealership have a clear vision and definition of your customer experience?

Does your dealership have a defined customer relationship strategy?

Do your leadership teams understand their roles in fostering a work environment that supports delivery of a branded experience?

Is there alignment between business strategy and learning paths of all team members?

Are metrics, rewards, and recognition aligned to expected outcomes of your customer experience strategy?

Questions to Ponder


A compelling and consistent definition of Customer Experience

Superior skill development aligned to the behaviors of the defined experience

Management policies and practices that empower the consistent delivery of a branded customer experience

Infrastructure that supports the brand experience

Steps for Building Your Customer Experience

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“You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney

THANK YOU

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KC Blonski Vice President of

Customer Experience

Chris Sheaffer Senior Account

Executive [email protected]

(312) 423-7965

[email protected]

(813) 925-1596

mailto:[email protected]






Customer Experience Is the New Black - Amazon S3Customer...2016/01/19 · Customer Experience Is...

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