Date post: | 06-May-2015 |
Category: |
Business |
Upload: | tft-presentations-tomorrows-it-service-future-today |
View: | 624 times |
Download: | 2 times |
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
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Advertise
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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
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Channels & Devices
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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
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People and Culture
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"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
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