What is the lesson(s) in times like these? What have we learned?
Value of Human Connection
Personal accountability
WHY Think Feel
10
A CLIMATE OF FEAR AND UNCERTAINTY IS THE ENEMY OF…
11
SHIFTING YOUR COMMITMENT TO THE CUSTOMER EXPERIENCE WILL IMPACT
CUSTOMER’S FEELINGS IN ANY ECONOMIC CLIMATE
14
15
THE POWER OF HUMAN CONNECTION HAS NEVER BEEN MORE IMPORTANT
16
THE PAYOFF COULD BE SUBSTANTIAL
FOR DMO’S, ATTRACTIONS, PROPERTIES, & DINING ESTABLISHMENTS WHO
GET IT RIGHT FOR THEIR VISITORS.
17
DELIVERING ON
react with emotion.
Confidence must be
Safety Courtesy
Show Efficiency
decision and must never be sacrificed
for another key.
the magical experience.
Coworkers – Guests – Partners
EVERYONE contributes DIRECTLY or INDIRECTLY to the Guest Experience
on
and off stage.
PHILOSOPHY
29
APPLYING
How does the ‘Everything Speaks’ Philosophy apply to your job or
organization?
Take a walk through the interior and exterior of your organization.
What messages are being ‘spoken’ in your work setting?
What needs to happen in order to ensure the details support your
brand? 30
By managing efficiency, things
run smoothly, and unnecessary
inconveniences are avoided for
33
34
CX ISN’T THE # OF SALES, WEBSITE CLICKS OR SOCIAL MEDIA
MENTIONS.
YOU MUST KNOW WHAT PROMPTS CUSTOMERS TO BEHAVE THE WAY THEY
DO
35
UNDERSTAND WHO YOU ARE AND HOW YOU ARE DIFFERENT BEFORE…
YOU START TALKING ABOUT THE CUSTOMER EXPERIENCE
36
Making an emotional connection with a customer is now more
important than
delivering satisfaction. HARVARD BUSINESS REVIEW
OF THE EXPERIENCE
Taking action
Sense of urgency
CUSTOMER COMFORT & CONFIDENCE
How can you make an experience that will create more comfort for
the customer?
How can you create communications around the experience that make
the customer more confident?
39
COVID-19 RESPONSE PAGE
Like so many companies, we are doing everything in our power to
HELP our community navigate these uncertain times. We ask that you
are PATIENT with us and each other and treat everyone with
KINDNESS. While this situation is unprecedented, we are OPTIMISTIC
that all of us will ultimately emerge STRONG and more RESILIENT.
Thank you.
42
43
THE “ME” IN SOCIAL MEDIA IS YOUR CUSTOMER
Your job is to give them something to talk about – Tweet about
–Yelp about and post
to Facebook
47
48
One should always find purpose in leaving the world, industry,
state or neighborhood park a better place.
Now, more than ever before, SMALL
ACTS OF KINDNESS are needed to reinvigorate and reignite all that
is good.
Chenelle McGee, President/ CEO of Shelby KY Tourism/ Former
MARINE
49
Be kind unless you can be fantastic. Then be fantastically
kind.
50
51
How will you Humanize the Customer Experience?
REINFORCING THE KEY TOPICS
PARTNER IN PROGRESS
fivestarcustomerservice.com 229.563.7482 –
[email protected]
WITH YOU!
Customer Emotions Drive
88% of Travelers
A climate of fear and Uncertainty is the enemy of…
Slide Number 12
Slide Number 13
Human connections & Relationships far outweigh
The power of human connection has never been more important
The payoff could be substantial
Slide Number 18
Effective Communication supports reassurance
Slide Number 22
Slide Number 32
Slide Number 33
Slide Number 34
CX isn’t the # of Sales, website clicks or social media
mentions.
Understand who you are and how you are different before…
Making an emotional connection with a customer is now more
important than delivering satisfaction.
Slide Number 38
Customer Comfort & Confidence
Comfort & Confidence Examples
Covid-19 Response Page
Slide Number 43
Slide Number 45
Slide Number 46
Slide Number 47
Slide Number 48
One should always find purpose in leaving the world, industry,
state or neighborhood park a better place. Now, more than ever
before, small acts of kindness are needed to reinvigorate and
reignite all that is good.
Slide Number 50
Slide Number 51
Reinforcing the Key Topics
