@jeffperkins8 #FLIPMYFUNNEL THE CUSTOMER EXPERIENCE PROBLEM JEFF PERKINS #FLIPMYFUNNEL MEETUP MAY 2016
PowerPoint Presentation
The customer experience problem
Jeff Perkins#flipmyfunnel meetupMay 2016
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Where Ive worked
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@jeffperkins8 #FLIPMYFUNNELCompanies want to deliver a great customer experience
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90% of company decision-makers say that a good experience is critical to their successSource: Forrester
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95% of companies fail to exceed the expectations of their customers. Source: American Express Global Service Barometer
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@jeffperkins8 #FLIPMYFUNNELWHY IS CUSTOMER EXPERIENCE SO HARD???
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@jeffperkins8 #FLIPMYFUNNELWHY IS CUSTOMER EXPERIENCE SO IMPORTANT???
@jeffperkins8 #FLIPMYFUNNEL67% of customers mention bad experiences as a reason for churnhttp://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html
but only 1 out of 26 unhappy customers complain.
@jeffperkins8 #FLIPMYFUNNEL6 RANDOM THOUGHTS ON CUSTOMER EXPERIENCE
@jeffperkins8 #FLIPMYFUNNEL1. If the product sucks, delivering a great customer experience is impossible
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@jeffperkins8 #FLIPMYFUNNEL2. Help Your Customers Help Themselves
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@jeffperkins8 #FLIPMYFUNNELBy 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human.Source: Gartner
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@jeffperkins8 #FLIPMYFUNNEL3. Listen to your customers
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@jeffperkins8 #FLIPMYFUNNEL4. If your customers are not successful you are not successful
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YOURE MORE INTERESTED IN YOUR BUSINESS THAN MY BUSINESS.
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5. promote your customer experience
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@jeffperkins8 #FLIPMYFUNNEL6. What would springsteen do?
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Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time. Bruce Springsteen
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Top grossing concerts of 2016
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You reaffirmed that there are still companies out there focused on great service, and youve made a lifelong fan out of me.Christina McMenemy
@jeffperkins8 #FLIPMYFUNNELRandom thoughts about customer experience
If the Product Sucks, Delivering a Great Customer Experience is Impossible
Help Your Customers Help Themselves
Listen to Your Customers
If Your Customers Are Not Successful, You Are Not Successful
Promote Your Customer Experience
What Would Springsteen Do?
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THANKYOU
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