#TFT14 Mark Fitzgerald, Making sense out of information chaos
#TFT14 Dan Lee Customer Experiences
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Dan Lee Crea)ng enjoyable customer experiences 8 it's not as hard as you think
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Recall the amount of times you've had an awesome customer support experience from an IT service desk, telecommunications provider or utility company. Struggling? Thought so. Why is the experience so often like sticking pins in your eyes? With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7
Transcript of #TFT14 Dan Lee Customer Experiences
Dan$Lee$
Crea)ng$enjoyable$customer$experiences$8$it's$not$as$hard$as$you$think$
Creating Enjoyable Customer Experiences It’s not as hard as you think
h"p://flic.kr/p/tujYE1
h"p://flic.kr/p/ino14W1
h"p://flic.kr/p/dCyHCL1
h"p://flic.kr/p/Pvb91
h"p://flic.kr/p/tujYE1
Advertise
h"p://www.flickr.com/photos/mkuram/4872078284/1
Make It Welcoming
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Reduce Friction
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Content h"p://flic.kr/p/pNknz1
Personalise h"p://flic.kr/p/cBDpF71
Fun
h"p://flic.kr/p/86PZ6Z1
Channels & Devices
h"p://flic.kr/p/anLArh1
Changing demographics influencing service preferences
Phone&
Email&
Chat&Self0service&
Social&Media&
19&46&
44&57&
76&
24&15&
28&16&
10&
10&9&
13&12&
3&
4&3&4&
8&
25&24&
12&14&
10&
Seniors1Boomers1GenXX1GenXY1Net1Gen1
Q:1When1you1want1service1or1support1for1a1product1or1service1are1you1most1likely1to1seek1help?1
77%1of1“Net1Gen”1want1service1by1chat,1social1
media1or1web1selfXservice1
Watch, Test, Learn
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Community
h"p://flic.kr/p/pHHEg1
People and Culture
h"p://flic.kr/p/dyjhZV1
"Businesses&oDen&forget&about&the&culture,&and&ulHmately,&they&suffer&for&it&because&you&can't&deliver&good&service&from&unhappy&employees."&&
"We&believe&that&customer&service&shouldn't&be&just&a&
department;&it&should&be&the&enHre&company."&&
Nordstrom's&Rules&for&Employees:&Rule&#&1:&Use&your&good&judgment&
in&all&situaHons&There&are&no&addiHonal&rules&
Advertise Make It Welcoming Reduce Friction Content
Personalise Watch, Test, Learn Channels & Devices Fun
People & Culture Community
With thanks to our slides sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial
