maximizing the customer experience - innovators alliance
DESCRIPTION
Presentation to Halton Innovator's Alliance winter 2011TRANSCRIPT
Maximizing the Customer Experience
Presented to: Innovator’s Alliance – Halton ChapterFebruary 3, 2011
By Susan Abbott
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
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5 minutes
Regroup and share 2 key insights with total group
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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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Peak-End rule
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Why “delighting the customer” is so difficult
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Two good tools:
Onboarding
Service recovery
Let’s dive back in to some discussion
Regroup and share 2 key insights with total group
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