Maximizing the customer experience - Innovators Alliance
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Maximizing the Customer Experience
Presented to: Innovator’s Alliance – Halton ChapterFebruary 3, 2011
By Susan Abbott
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Where we are going
Small group discussionDimensions of customer experienceWhy B2B is different than consumer experience and why it is notScience to use in your businessOnboarding and service recovery
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Let’s dive in
Page 4 in booklets 2 minutes
5 minutes
Regroup and share 2 key insights with total group
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Page 6 in your booklet
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Page 7 in your booklet
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Highly customized hard to standardize Almost always involves personal contact Usually multiple individuals involved on both
sides Both sides have risks Transaction is usually not the end goal
B2B is different than B2C
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But we are still dealing with human beings
Filled with emotions
And wired for survival
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Four big mistakes: Assuming that functional considerations matter most Assuming business decisions are primarily rational Mistaking positive interpersonal for added-value relationship Failure to understand the world of the customer
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We are loss averse -- mostly
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Page12 in your booklet
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Page14 in your booklet
Peak-End rule
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Why “delighting the customer” is so difficult
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Page 15 in your booklet
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Two good tools:
Onboarding
Service recovery
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Let’s dive back in to some discussion
Regroup and share 2 key insights with total group
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Page 16 – 17 in your booklet
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Page 17 in your booklet
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Page 19 in your booklet
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