Download - #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

@danboblee

linkedin.com/in/danielrlee

[email protected]

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

h"p://flic.kr/p/ax34JU1

Reduce Friction

h"p://flic.kr/p/5AGS3k1

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

h"p://flic.kr/p/id9KHn1

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

@danboblee

linkedin.com/in/danielrlee

[email protected]

With thanks to our slides sponsor, CA Technologies

Try Nimsoft for free at

ca.com/NSD-trial

http://bit.ly/1df6jY7







