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We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
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Customer Experience
CULTURE & Innovation
“Customer Experience is a
CULTURE, NOT a strategy.”
“Customer Experience is a
CULTURE, NOT a strategy.”
-me
Customer Experience
WHY?
59%of consumers will switch brands to get
better customer service.
Customer Experience
PollWhich statement best describes your interest in customer experience and this session?
Customer Experience
HOW?
Authenticity
Values
Experience
Customer Experience
Instill
Customer Experience
Refresh
Customer Experience
Reinforce
“Great Customer Experiences
require Innovation.”
“Great Customer Experiences
require Innovation.”-me
Culture of InnovationHOW?
Are We There Yet?
Measurement
MeasurementHOW?
Surveys & Shops
Incentives
Employee
Surveys
“CULTURE will eat your strategy for lunch.”
“CULTURE will eat your strategy for lunch.”
- not me
What will you DO?
Remember…• Experience & Innovation is a
CULTURE.• Instill authentic ties to values &
standards.• INNOVATION is required. Peer to peer,
at any level.• Measure your progress.• Don’t be afraid to make changes &
adjust!
Lisa ChurchChief Experience Officer
Twitter: @lzchurch1st Advantage FCU
lchurch@1stadvantage.org
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