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This slide deck is a high-level summary of GAPWORX Customer Building Playbook frameworks.The content therein represents only a small portion of the content in numerous Playbook modules.
It is provided to give you a better understanding of key GAPWORX concepts and processes.
Some slides provide insights into our Beliefs, our Mission, Vision and Why. Other slides provide more substance on processes, capabilities, and behaviors.
All slides can help you to be more successful.
As all companies are different, so is each Playbook.Each Playbook is carefully scaled and customized to reflect the specific needs of each client.
All content is exclusively the intellectual property of GAPWORX and may not be used in any form or manner without our expressed written permission.
We help businesses map existing customer touchpoints, assess how their customers perceive various interactions, and support the transformation of customer experiences to improve customer happiness, retention, and advocacy.
Negative CX Creates FUDsDepending upon its size and its sales and marketingactivities, every company delivers hundreds to eventhousands of customer experiences everyday. Thesecustomer experiences can be exceptionally positive, ormuch less so.
Negative experiences can be small and seeminglyinconsequential, or they can be major and trigger Fears,Uncertainties, and Doubts (FUDs) as to the pending,existing, or ongoing relationship.
It isn’t fair, but negative experiences areaccumulative, and their relative weight farexceeds positive customer experiences.
Customer experiences occur with each andEVERY customer interaction in all facets of the
business. Face-to-face engagements. Phone conservations.Email exchanges. Invoices. Being on time. The list is literallyendless.
The goal is to accumulate a mountain of positive customerexperiences – a mountain of good will that can tip thescales if a negative experience also happens.
In most training programs, the standard practice is the lecture-based transfer of information. The problem is that method for improving knowledge and ongoing capabilities rarely is retained for more than a month or two.
We train differently, which significantly improves retention.
Our approach is a 4-step model. The final step is TEACH, where the students TEACH each other.