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Are you one among those large numbers who believe their normal business operations deliver exceptional value? In this webinar, Adam Erhart, Marketing Consultant discusses: • Implementing a successful Customer Experience strategy • Key steps for optimizing customer journey • Types of customers' and what you can learn from them • How you can offer exceptional Customer Experience
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© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
• Option 0.2
Transform Your Customers’ ExperienceHashtag: #CustomerExperience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Overview
• Challenges in implementing a customer experience strategy
• Social Media: Next Steps for optimizing the customer journey
• Different types of Customers and what you can learn from each of them
• How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Intro: Corporate Aviation
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Intro: Digital and Social Media Marketing Agencies
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Challenges in implementing a customer experience strategy
• Defining
• Expectations
• Culture
• Systems
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Challenges in implementing a customer experience strategy
• Defining
– Great service vs. poor service
– Unique to business and industry, but,
– Basics still apply
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Challenges in implementing a customer experience strategy
• Expectations
– First impressions
– Marketing at the heart of customer service
– Clarity, consistency, constancy in your brand message
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Challenges in implementing a customer experience strategy
• Culture
– Standards (raise them)
– Employee empowerment
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Challenges in implementing a customer experience strategy
• Systems
– Active
– Passive
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Social Media: Next Steps for optimizing the customer journey
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
• Go where your customers are
• Speak to them how they want to be spoken to
• Social Media is your customers language
• The platforms are dialects
Social Media: Next Steps for optimizing the customer journey
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Different types of Customers and what you can learn from each of them
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
• Customer Service PACKE™
• Active Systems
• Passive Systems
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
• Active Systems
– Standards
– Employee Empowerment
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
How anyone can offer an exceptional customer experience
• Passive Systems
– CRM
– Manuals and Methods
– Training
– Social Media
– Gifts/Rewards
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Key takeaways
• Respect your customers (treat them how they want to be treated)
• Raise your standards of what acceptable customer service looks like
• Encourage and instill:
– Passion
– Attitude
– Care
– Knowledge
– Etiquette
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
About the Presenter
ADAM ERHARTMarketing Consultant
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Adam Erhart Contact Details
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
About Regalix
An award-winning Global Co - Innovation company that leverages technology and marketing to help companies grow.
Forefront of Innovationo Digital Marketing Serviceso Technology Enabled Serviceso Regalix Labs
Multi-disciplinary Leadership Team & Strong Advisory Board, 175+ Team
Fortune 500 and Venture Backed Customers (B2B and B2C)
Global Operations: HQ in Silicon Valley, 2 Offices
Industry Recognition
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
Get in Touch
If you have any questions about this webinar please feel free to get in touch with us at marketing@regalix-inc.com
For more information on Regalix visit: www.regalix.com
For more information on Lon S Safko visit: www.sirenconsultingfirm.com
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