KC Blonski, Senior Director of Hospitality & Retail Market at AchieveGlobal, discussed how a company can deliver a world-class customer experience during a Thought Leadership Spotlight Presented by AchieveGlobal at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In his presentation, “Creating the Ultimate Customer Experience,” Blonski provided a clear vision and definition of customer experience to attendees. According to Blonski, effective leadership and organizational support are critical to deliver a top-notch customer experience. There are two sides to every customer experience, Blonski noted, and providing an outstanding customer experience should be a customer service initiative for businesses: “How many times do we talk about customer experience as a customer service initiative and we train our front line and let the managers go, or managers go, ‘This is important for them, it has nothing to do with me’? Understanding what is the circular relationship in customer experience and how it permeates all levels of an organization.” The customer experience is the only true differentiator for a business, Blonski said, because rivals cannot take the customer experience away from a company. However, if a business focuses on ways to improve its customer experience consistently, Blonski said, it can thrive in today’s corporate marketplace: “Does your organization hold a common view of the customer experience? More importantly, does everyone know what it looks like when it’s being done well and more importantly, do they understand their role in executing on it? It’s not someone else’s job anymore. It’s not someone else’s job.” - See more at: http://www.argylejournal.com/customer-care/thought-leadership-spotlight-presented-by-achieveglobal-creating-the-ultimate-customer-experience-kc-blonski-senior-director-hospitality-retail-market-achieveglobal/#sthash.if8Z5C5V.dpuf
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1. Creating the Ultimate Customer Experience Presented by K.C.
Blonski Vice President, New Business Partnerships
AchieveGlobal
2. 61% Say Customer Experience is critical to our long-term
success. However
3. How do you define Customer Experience? Channel integration
Supply Chain New labor models Pricing Strategy Policy Product
Inventory Rationalization Management New Technology People
Strategy
4. 2 sides of the Customer Experience
5. Five Drivers of Customer Loyalty Clear vision and definition
of customer experience A defined customer relationship strategy
Superior skills for all customer-facing associates Leadership who
genuinely motivate and guide others Effective organizational
support
6. Five Drivers of Customer Loyalty Two sides of the customer
experience deserve equal attention Clear vision and definition of
customer experience but rarely get it
7. Five Drivers of Customer Loyalty Brand loyalty in today's
world: It only takes one negative experience to lose a customer. A
defined customer relationship strategy
8. Brand Loyalty in Todays World 58% will always or often pay
more when perception of the experience is greater than the
expectation 87% will discontinue business with a company after a
negative customer experience, an increase of 12% from 2013 84% of
those polled will tell others about a bad customer experience, up
10 percentage points since last year 37% share positive experiences
online 88% say they will post or tweet negative service experiences
with an organization
9. Five Drivers of Customer Loyalty Superior skills for all
customer-facing associates Importance of the Human Element
10. Five Drivers of Customer Loyalty Leadership who genuinely
motivate and guide others Front-Line Organizational Support Owning
the Customer Experience Mid-Upper Management
11. Five Drivers of Customer Loyalty Effective organizational
support Consistent and understood definition of customer experience
Proper reward and recognition alignment All processes aligned to
support customer experience
12. Questions to ponder Does your organization hold a common
view of what is meant by the customer experience? Does everyone
know what it looks like when it is being done well? What are we
willing to give up to get it? 23
13. Thank You KC Blonski Phone 813-925-1596 E-Mail:
[email protected]
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