creating unforgettable customer experiences by philip whittaker
DESCRIPTION
ISS Service Innovation Leadership conference - 'Service Excellence in the Omni-channel Era' Presentation by Philip Whittaker, Chief Marketing Officer, Themed Attractions and Resorts, on 11 Nov 2014. www.iss.nus.edu.sg/OmnichannelTRANSCRIPT
SERVICE EXCELLENCE IN THE OMNI-CHANNEL ERACreating Unforgettable Customer Experiences11th November 2014
Source: Aberdeen Group’s October 2013 Research Report, Omni-channel Customer Care: Empowered Customers Demand a Seamless Experience
YOU’VE GOTTA ASK YOURSELF A QUESTION
“DO I FEEL LUCKY?”
WELL, DO YA..PUNK?
Accessibility
Cost
Quality
Choice
TimingEnvironme
nt
Customer
Service
CUSTOMER
EXPERIENCE
In short, customer service is only one element of the customer experience, which encompasses the sum total of a customer's active and passive interaction with a
brand over time.
DISNEY’S MAGIC BAND
WHERE WE ARE…
• Learn more about customers through engaging incentives and provide them with useful tips/advice to keep the relationship flowing
• A mobile App that places relevant information and relays convenience at the users fingertips would ensure a strong bond, affinity and dependency (to a certain extent) to the brand/product
IDEAS FOR MAKING LIFE EASIER
MULTI - CHANNEL OMNI - CHANNEL
SEAMLESS EXPERIENCE
CUSTOMER EXPERIENCE
LIVES
IN HERE
SINGLE CUSTOMER VIEW
Philip Anthony Rodgers
Mr P Rodgers
Philip Rodgers
Phil A Rodgers
P A Rodgers
Phil Rodgers
22 Jump Street
+ 65652525
+ 81019999
44 Hope Lane
+ 65880088
+ 88009999
Big Data Is Small Data Ltd.
Improved Customer Engagement
More accurately targeted marketing incentives
Ability to make optimum strategic decision making
Achieve operation cost savings
up!
So what, wrap
Customer Experience should drive the business
Achieving a Single Customer View is vital
Retention is the new Acquisition
Customer Experience is the driver for Brand Advocacy
Themed Attractions and Resorts