kathryn james and paul byrom at the aeo conference 2013
DESCRIPTION
The Holy Grail that is the 'Visitor Experience'. This is a phrase with which we are all quite well acquainted but, what are the truths in providing a truly compelling experience for your show audience. We will explore ideas for effective visitor retention.TRANSCRIPT
Welcome
AND SPENDON A LOW
KEEP VISITORSON A HIGH,
CHANGEIN VISITOR LIFESTYLE& DECISIONMAKING
TIMEPOOR
MOREMONEYSAVVY
WHY is customer experienceso important?
MOREINFORMATION
SAVVY
WHY is customer experienceso important?
WHY is customer experienceso important?
THE NEW WORLD OFINSTANT FEEDBACK
WHY is customer experienceso important?
I did not like the customer service, they were rude and unhelpful, the place was untidy and difficult to find catering
I did not like the customer service, they were rude and unhelpful, the place was untidy and difficult to find catering
I did not like the customer service, they were rude and unhelpful, the place was untidy and difficult to find catering
I did not like the customer service, they were rude and unhelpful,
PAY ATTENTIONTO WHAT’SBEING SAIDABOUT YOUONLINE
WHY is customer experienceso important?
ONLINE REVIEWS! - The Silent Assassin
WHY is customer experienceso important?
THEPOWER
OFFACE
80% deliversbetter ROI
93% mosteffective
channel toconvert
prospects89% delivers
real audienceswith actual
money to spend81% averageorder value 15times greater
WHY is customer experienceso important?
WE’RE ALLCONSUMERS –DON’T THINK YOUCAN TREAT B2BANY DIFFERENT
WHY is customer experienceso important?
RETENSIONTHE COSTOF LOSINGCUSTOMERS…80% sales
comes from 20% customers
2% increasecustomer retention10% decrease in costs
25% increase profitability5% decrease in customer defection rate
WHY is customer experienceso important?
APPLE
THE NEXTCOMPETITIVE ADVANTAGE:
CUSTOMER OBSESSION
Customer Experience
WHAT is greatcustomer experience?
CUSTOMER SERVICE Vs CUSTOMER EXPERIENCEYOUR PEOPLE ARE YOU MOST IMPORTANT ASSET
YOURCOMPANY
YOURCUSTOMERS
Customer Service
Marketing
Tech Support
Sales
Finance & Accounting
WHAT is greatcustomer experience?
NOT JUST FOR THOSEFEW DAYS OR THAT ONE EVENT
WHAT is greatcustomer experience?
WHAT is greatcustomer experience?
WHAT is greatcustomer experience?
AUTHENTIC REINVENTED
CUSTOMEREXPERIENCE =
HOW? The customerexperience journey
CREATE A LASTINGPOSITIVE MEMORY
PASSING THE BATON
HOW? The customerexperience journey
THE EXHIBITIONRELAY RACE
HOW? The customerexperience journey
GETTING THEJOURNEY RIGHT
THE OLYMPICGAMES MAKERS
HOW? The customerexperience journey
A specific, time-limited challenge:
PLAYING TO
HOW? The customerexperience journey
A specific, time-limited challenge:
SOMETHING IN
HOW? The customerexperience journey
KNOWLEDGEIS POWER!
HOW? The customerexperience journey
If you have low spots –fix them -especially ifthey are first& last touch points.
WHATSHOULDYOUTAKEAWAYWITHYOUTODAY?
Do you really know your whole
customer journey?Write it all down.
Have you walked in your customers'shoes? Do it all and then score yourself
Do you have a few "must follow"customer serviceprinciples? Share witheveryone.
Focus on doinga few greatbits of content well
Anyquestions?