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© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL • Option 0.2 Transform Your Customers’ Experience Hashtag: #CustomerExperience

"Transform your Customers' Experience"

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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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Page 1: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

• Option 0.2

Transform Your Customers’ ExperienceHashtag: #CustomerExperience

Page 2: "Transform your Customers' Experience"

© 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

Page 3: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Intro: Corporate Aviation

Page 4: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Intro: Digital and Social Media Marketing Agencies

Page 5: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Challenges in implementing a customer experience strategy

• Defining

• Expectations

• Culture

• Systems

Page 6: "Transform your Customers' Experience"

© 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

Page 7: "Transform your Customers' Experience"

© 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

Page 8: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Challenges in implementing a customer experience strategy

• Culture

– Standards (raise them)

– Employee empowerment

Page 9: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Challenges in implementing a customer experience strategy

• Systems

– Active

– Passive

Page 10: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Social Media: Next Steps for optimizing the customer journey

Page 11: "Transform your Customers' Experience"

© 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

Page 12: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Different types of Customers and what you can learn from each of them

Page 13: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

How anyone can offer an exceptional customer experience

• Customer Service PACKE™

• Active Systems

• Passive Systems

Page 14: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

 How anyone can offer an exceptional customer experience

Page 15: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

 How anyone can offer an exceptional customer experience

Page 16: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

 How anyone can offer an exceptional customer experience

Page 17: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

 How anyone can offer an exceptional customer experience

Page 18: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

 How anyone can offer an exceptional customer experience

Page 19: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

How anyone can offer an exceptional customer experience

• Active Systems

– Standards

– Employee Empowerment

Page 20: "Transform your Customers' Experience"

© 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

Page 21: "Transform your Customers' Experience"

© 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

Page 22: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

About the Presenter

ADAM ERHARTMarketing Consultant

Page 23: "Transform your Customers' Experience"

© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL

Adam Erhart Contact Details

Page 24: "Transform your Customers' Experience"

© 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

Page 25: "Transform your Customers' Experience"

© 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 [email protected]

For more information on Regalix visit: www.regalix.com

For more information on Lon S Safko visit: www.sirenconsultingfirm.com