Customer Experience Introduction Importance And Ways To Boost It Edu Ppt

Slide 1

The purpose of this slide is to provide information regarding the definition of customer experience. It also includes details of its major components, such as interactions with the brand and customer's perception.

Instructor’s Notes:

The key components of customer experience are:

·      Customer's Perception: How customers perceive the brand on single or multiple interactions with organization representatives

·      Interactions with Brand: Multiple customer touchpoints such as live chat, talking over the call with an agent, etc., across the buyer's journey

Slide 2

The slide provides information regarding the details of the importance of customer experience, such as reinforcing brand preference, reducing customer churn, inspiring customer advocacy, and boosting revenue.

Instructor’s Notes:

Positive Customer Experience is Crucial due to the following reasons:

·      Reinforce Brand Preference: Imparting positive experiences during customer journeys across multiple touchpoints increases customer loyalty towards the brand

·      Reduce Customer Churn: Positive customer experience ensures customer satisfaction resulting in low churn

·      Inspire Customer Advocacy: Memorable experience makes customers brand advocates for the company

·      Boost Revenue: Loyal customer base boost revenue due to repeated purchase. Also, old customers as passive brand advocates help in generating new sales leads

Slide 3

This slide tabulates the differences between customer service and customer experience. The major differentiating parameters are purpose, primary focus, nature and responsibility.

Slide 4

This slide reflects the association that exists between the customer service and customer experience.