Customer Experiences
35
CUSTOMER EXPERIENCES DIMENSION NIKHIL P K NITHIN P SHYAM KRISHNAN SYAM S
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Transcript of Customer Experiences
CUSTOMER EXPERIENCESDIMENSION
NIKHIL P KNITHIN PSHYAM KRISHNANSYAM S
UNDIFFERENTIATED
DISTINCT
CUSTOMER
DESIGN
EXPERIENCE
3 RING SERVICE MODEL
ANALYSE CURRENT SITUATION
CONCENTRATE ON EACH CUSTOMER TOUCHPOINT
CUSTOMER FEEDBACK
CUSTOMER HEARTBEAT
REMOVE
MOMENTS
STREAMLINING
ELABORATE
improvise!
EXTRAORDINARY
MAKEIT
DIMENSION
CUSTOMER SERVICE
UNDERSTANDCUSTOMER
CREATE MEMORABLEEXPERIENCES
EMOTIONAL
BANK ACCOUNT
________________________________________
+
-
SPIRAL OF POSITITVITY
DOING KNOWING
BEING
SERVICE RECOVERY
RECOGNIZE
APOLOGIZE
FIX
COMPENSATE
SERVICE RECOVERY PARADOX
