By Sandip Saha

Lessons of Customer Experience from a Bartender

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Describe a Bartender ?

COLD, FUNNY, HOT & AWESOME COLD, FUNNY, HOT & AWESOME

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Tips

Source: http://www.investopedia.com/financial-edge/1112/top-jobs-for-tips.aspx

Fixed Pay

…and SUPER Customer Experience Manager

55% of a bartender's pay is

comprised of tips making customer

traffic and quality of service vitally

important.

What makes them UNIQUE …

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Customer Connect Their Names (identity) What they order (preference) About their work (pain points)

…ability to Identify, Predict & Personalize

Transparency Customers gets to see

exactly what is going

into their drink and how

much of the specific

ingredients are being

used

Lasting

Impression No matter how bad

the day is going,

the Bartender smiles

and greets and

thanks customers

when they are

leaving

+Value Customer always gets

more than they have

asked for

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The adidas’ “All-In”

campaign video,

generated over 2 million

views by adapting their

video creative for

engagement across PCs,

smartphones and tablets

• 360 degree view of a caller’s

policy, cutting across LOBs

• Consolidate and simplify

presentation layer

• Boost customer satisfaction

and call centre productivity

through a unified application

• Graph database to manage

its customer organizational

structures – ability to model

and query complex data

such as customer and

account structures with high

performance

How can a Marketer develop

Customer Connect

• Using predictive analytics to

identify patients at risk of

skipping doses and

proactively intervene

• Real-time social media

sentiment analysis for

“Consumer Pulse” and

• P&L’s by brand and retailer

on the fly

Identify Predict Personalize

• Developed specific tools

such as the Ford Fleet

Purchase Planner, an

analytical system that helps

fleet customers match their

vehicle choices to their

needs while helping save

money and the planet

Information – Insights – Impact

Describe a Bartender ?

SUPER Customer Experience Manager

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"You‘ve got to start with the customer experience and

work back toward the technology - not the other way

around.” Steve Jobs

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