7/23/2019 ECR | Customer Experience

1/7

@upvdgezE|sezneh`e

Gkhkoegehv@dgd ngsakhvkz `dg pu`eppd

E g u g k g j n e h v e ` k f k } e y g k n p` d g s e v n v n } d ! k p e g s z e p k p s z e ` n p k g` d h l e ` e z k m u h f d d { u e g d } e p e u p

` d h p u g n f d z e p s k z k s z d s d z ` n d h k z k e a e pe | s e z n h ` n k p s d p n v n } k p ` d g k p p u k pg k z ` k p e s z d f u v d p e o e z k z a e k a f k f e ( Hkp avngkp f`kfkp! k`dh`dzzh`nk veg pe k`nzzkfdeg szkvn`kgehve vdfdp dppevdzep fk e`dhdgnk! ae}khfd epvkohkd du kd vdvkafepkskze`ngehvd hd gez`kfd!gkz`kp e egszepkp khvep`dhpnfezkfkp nhkjka}enp e`dhep eg peup peogehvdp fekvukd! fkhfd auokz k hd}dpsak~ezp {ue puzoeg `dgnhd}kep {ue kvehfeg gealdzp e|se`vkvn}kp fdp`dhpugnfdzep du `znkg hd}dpskzkfnogkp! ae}khfd djpdaep`h`nk szdfuvdp epez}ndp khvep dhpkozkfdp(

K nhmdzgkd maun `kfk }ey `dggknp zksnfey e k ve`hdadonk epv

fnpsdh}ea k vdfdp vdzhkhfd

`kfk }ey gknp fnm`na gkhvez kmnfeanfkfe fe `anehvep kvzk}p fkdmezvk fe jdhp szdfuvdp epez}ndp kvznjuvdp {ue `kfk}ey gknp pd `dhpnfezkfdpdjznokd e hd gknp mkvdzep fefnmezeh`nkd(

sze`npd `dhle`ez k muhfd d{ue gd}e dp `dhpugnfdzep!peup fepeidp e egdep gknpszdmuhfdp! {ue heg pegszeepvd }np}enp hk pusezm`ne(Kag fnpvd! sze`npd `dhle`ezdp sdhvdp fe `dhvkvd fdp`dhpugnfdzep `dg k puk gkz`k!peik kvzk}p fe peup szdfuvdp epez}ndp! peik kvzk}p fe vdfk knhvezkd e|npvehve! fepfe k`dguhn`kd fe gkppk! kv

`dhvkvdp seppdknp! k mdzgk

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?

7/23/2019 ECR | Customer Experience

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Kp gkndzep egszepkp oadjknp i fepsezvkzkg skzk k ngsdzvh`nk fd@upvdgez E|sezneh`e Gkhkoegehv(

`dgd dp szdmnppndhknp fk egszepknhvezkoeg! `dgd d kvehfngehvdveaemhn`d! ev`( epve dhle`ngehvd{ue }kn szdsdz`ndhkz nhsuvphe`eppzndp skzk eh`dhvzkz dp oksp fe

kvehfngehvd! vdgkz gefnfkp`dzzevn}kp e ksezmendkz`dhvnhukgehve k e|seznh`nk {ue dp`dhpugnfdzep vg `dg k puk gkz`k(

Gunvkp egszepkp puzonzkg e `zep`ezkg

jkpekfkp hk nhvund fe peup `znkfdzep

du e|e`uvn}dp! {ue `dhpeounkg ehvehfez

kp gdvn}kep fe peup `dhpugnfdzep(

Epve gdfead! ehvzevkhvd! `znk ugk

fesehfh`nk k fevezgnhkfkp seppdkp e

e}nvk {ue d `dhle`ngehvd peik

epvzuvuzkfd fe mdzgk k pez

`dgskzvnalkfd e fnze`ndhkz dp epmdzdpfk dzokhnykd( Epve mehgehd

epse`nkagehve djpez}kfd eg egszepkp

mkgnankzep! gefnfk {ue kp oezkep pe

pu`efeg! e eg szd`eppdp fe mupd e

k{unpnd! {ukhfd mkvdzep `lk}e {ue

gdvn}kzkg k mdzgkd fk `uavuzk nhn`nka

fk egszepk nh`dzsdzkfk pd nohdzkfdp

seadp hd}dp oepvdzep! zepuavkhfd eg ugk

sezfk fe nfehvnfkfe {ue veg zemae|dp hdp

zepuavkfdp fk dzokhnykd(

D gkzbevnho e}daunu fk oepvd

gkppnmn`kfk! `dg d nh`nd fknhfupvznkanykd! dhfe hd lk}nk

fnmezeh`nkd ehvze `dhpugnfdzep(

Skppdu seak mkpe fe peogehvkdepvzkvon`k! leokhfd! hdp fnkp feldie! `dg ugk }npd nhfn}nfukanykfkfdp anehvep! kd gkzbevnho dhe'vd'dhe(Kp egszepkp jup`kzkg ug

`dhle`ngehvd gknp fevkalkfd fe puk`kzvenzk fe `anehvep kvzk}p fd upd fd@ZG ,@upvdgez ZeakvndhplnsGkhkoegehv.( ]znkp szvn`kp mdzkgnhvzdfuynfkp k skzvnz fepve `dh`envd epnpvegkp mdzkg fepeh}da}nfdp skzkfkz pusdzve oepvd fdzeak`ndhkgehvd dg dp anehvep(

Epvk gevdfdadonk veg pnfd jkpvkhvevna skzk kp dzokhnykepnfehvnmn`kzeg dp peogehvdp e anehvepgknp zehv}enp! k}kankz d zepuavkfd fe

pukp kep fe gkzbevnho! }ehfkp e sp}ehfk e szndznykz peup epmdzdp hkjup`k fk gk|ngnykd fdp zepuavkfdp(Ehvzevkhvd! epve dh`envd knhfk gunvd md`kfd eg szd`eppdp feehoehlkznk fe szdfuvdp e epvzkvonkpfe fnpvznjund! gunvd sdu`d kiufkfdhk szdied fe muvuzd e hd fepnoh fehd}dp szdfuvdp e pez}ndp fe gkndz}kadz kozeokfd! pdj d sdhvd fe }npvkfd `anehve( Epvk pnvukd fen|k kdzokhnykd }uahez}ea p gufkhkpfe `ehznd e kd fk `dh`dzzh`nk(

D @EG ,@upvdgez E|sezneh`eGkhkoegehv. ugk e}daud fd @ZG{ue mdn fepeh}da}nfk hd nh`nd fdpkhdp :333 sdz `dhpuavdzep nhoaepep e}eg pehfd ksezmendkfk fepfe ehvd(

Epvk gevdfdadonk okhldu mdzk ehvzeozkhfep egszepkp k skzvnz fe :33

D ozkhfe fnmezeh`nka fd @EG skzk d@ZG {ue vdfk epvzkvonk fepeh}da}nfk pdj d sdhvd fe }npvk fd`dhpugnfdz! ae}khfd eg `dhvk hdksehkp kvznjuvdp zk`ndhknp! gkpkvznjuvdp egd`ndhknp( D jnadod

`lnaehd Mzkh`np`d ]kzeak dgszd}du{ue! fnkhve fe ugk pnvukd nhfnvk!ugk seppdk szd`uzk

7/23/2019 ECR | Customer Experience

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5 SKPPDP SKZK NGSAKHVKZ D @EG

SKPPD ; FEMNHNZ D @DHVE\VD

Peouhfd sep{unpk zekanykfk eg :3;3!sead Vegbnh Ozdus! `dg ;60egszepkp hdzve kgezn`khkp `dgmkvuzkgehvd khuka pusezndz k UPF 533

gnalep! =:% fkp ehvze}npvkp vnhlkgug e|e`uvn}d phndz eh`kzzeokfd sdz@upvdgez E|sezneh`e(

Hd Jzkpna! gunvd sdu`kp egszepkpfepsezvkzkg skzk d vegk kv dgdgehvd( K gkndznk fkp ozkhfepegszepkp knhfk vzkjkalk hd `dh`envdfe @ZG du vg mezzkgehvkp fnmupkp!

`dg nhsuvp fep`dhe|dp fenhmdzgkep dznuhfd fk mdzk fe}ehfkp! fd PK@! fkp zefep pd`nknp! fdpnve e duvzdp gendp fe `dhvkvd `dg d

`anehve( K pnvukd knhfk gknp`dgsae|k eg peogehvdp dhfe kdzokhnykd uvnanyk khknp fe }ehfkpe|vezhdp! dgd ze}ehfefdzep!`dh`eppndhzndp! mzkh{uekfdp e duvzdpe k nhmdzgkd dznuhfk fdp `anehvephd `daevkfk! pnpvegkvnykfk e`dhpdanfkfk skzk oezkz nhsuvp }anfdpskzk d fepeh}da}ngehvd fe epvzkvonkp

Fepvk mdzgk! d k`eppd k nhmdzgkepzeae}khvep! d szd`eppd fe fnp`uppd evdgkfk fe fe`npep e d`dgszdgevngehvd! fe ugk gkhenzkoezka pezd ka`khkfdp e d szd`eppdvez gknp `lkh`ep fe |nvd(

Hk }npd fe @EG! {ukhfd pe mkak egpeogehvd! fe}e'pe dhpnfezkz {ue kpeogehvkd fe}e pez menvk pdj dsdhvd fe }npvk fd `dhpugnfdz! e hdpdj d sdhvd fe }npvk fd szdfuvd duduvzdp `znvzndp fk egszepk( Vdfk`dhpvzud fd zeak`ndhkgehvd pezmenvk k skzvnz fd sdhvd fe }npvk fd`dhpugnfdz! sdzvkhvd sze`npd mn`kzjeg `akzd {ueg d sjan`d ka}d( Dozusd femnhnfd fe}e zeszepehvkz ugsdveh`nka fe `dhpugd `dg sdzve e

zehvkjnanfkfe! kvuka e sdveh`nka!

kfe{ukfdp kd sdzve fd szdievd e fk

dzokhnykd eg {uepvd(

Hkp femnhnep nhn`nknp! fe}eg pez

epvkjeae`nfdp nhfn`kfdzep e`dhgn`dp!

vknp `dgd szdieep fd }dauge fe

}ehfkp! zehvkjnanfkfe! skzvn`nskd fe

gez`kfd! ev`( Epvep nhfn`kfdzep pezd

jkanykfdzep skzk dp skppdp peounhvep e

skzk e}ehvuknp dzzeep fe zugd(

Vdfdp dp sdhvdp femnhnfdp hepvk evksk

nhn`nka fe}eg epvkz `akzkgehve fep`znvdp

hd nh`nd fd szd`eppd e! kd adhod fkp

evkskp fe ngsakhvkd du ze}npd!

fe}ezd pez ze}npvdp skzk k}kankz pe d

szdievd epv peounhfd d zugd

fevezgnhkfd nhn`nkagehve(

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?

7/23/2019 ECR | Customer Experience

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SKPPD : FEMNHNZ K IDZHKFK FD @DHPUGNFDZ

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?

7/23/2019 ECR | Customer Experience

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SKPPD 0 GKSEKZ K E\SEZNH@NK FD @DHPUGNFDZ

Gunvdp egszepzndp dhle`eg d`dgsdzvkgehvd fe peup`dhpugnfdzep fe mdzgk egszn`k! peiksead `dhvkvd {ue vg `dg eaep! peiksdz puk szsznk e|seznh`nk fe }nfk(Jkpekfd hepve dhle`ngehvd! vdgkgfe`npep fe mdzgk nhvunvn}k e! kaougkp}eyep! djvg pu`eppd( K }khvkoeg femkyez ug gksekgehvd fe mdzgkepvzuvuzkfk k sdppnjnanfkfe fe`dgskzvnalkz nhmdzgkd e ddzfehkzdp epmdzdp ehvze kp fn}ezpkp zekp fkegszepk e fegknp pvkbeldafezp fdszd`eppd! dgd mdzhe`efdzep eskz`enzdp fe heo`nd(

Gunvkp egszepkp vez`enznykg d`dhle`ngehvd fd dhpugnfdz kvzk}pfk `dhvzkvkd fe `khknp {ue dp`dhlekg! mn`khfd zemg fepvkpnvukd( Ugk gdhvkfdzk fe `kzzdp!

sdz e|egsad! epvzuvuzk puk zefe fefnpvznjund dg dh`eppndhznkp {ue!kag fe ze`uzpdp skzk nh}epvnz!vehlkg k`eppd kd gez`kfd ad`ka( Eg}znkp pnvukep! epve `dhle`ngehvdhd `leok k pez ae}kfd eg `dhvk!{ukhfd k egszepk kfdvk ugkepvzkvonk oadjka k pez ngsaegehvkfkeg vdfkp kp adikp! gkp {ue sdfe peznhkfe{ukfk k fevezgnhkfkp`kzk`vezpvn`kp fdp dhpugnfdzepad`knp( D nfeka ug gdfead fe`dgskzvnalkgehvd fe nhmdzgkep

dhfe kp fukp skzvep mkjzn`khve e`khka fe }ehfkp vzkjkaleg eg`dhiuhvd skzk szdsdz`ndhkz ugk

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?

7/23/2019 ECR | Customer Experience

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gknp adhod! e|npveg evkskpnhvezgefnznkp! dgd upd fe okzkhvnk!gkhuvehd! fepokpve fd szdfuvd!ev`(! {ue eg szdfuvdp fe `dhpugdngefnkvd! dgd ohezdp kangehv`ndphd kskze`eg(

D gksekgehvd skppk! ehvd! kdpszd`eppdp nhvezhdp! {ue nzd fkzpusdzve e|seznh`nk fd `dhpugnfdz( sze`npd k}kankz dp szd`eppdpe|npvehvep e femnhnz {uknp peznkg dpgdfeadp nfeknp! pdj d sdhvd fe }npvkfk e|seznh`nk fd dhpugnfdz( Epvkkhanpe ksdhvkz dp oksp k pezeg`dzznonfdp e dsdzvuhnfkfep fegealdznk( Epvkgdp vzkvkhfd! sdzvkhvd!fe ugk kz{unvevuzk fe nhmdzgkd`ehvzkfk hd anehve(

Eg heo`ndp J:J! k k}kankd vehfe kpez gknp `dgsae|k( Kag fd

`dhpugnfdz! szdsznkgehve fnvd! fdszdfuvd du pez}nd! puzoeg duvzdpsezpdhkoehp {ue fe}eg pez`dhpnfezkfdp hd gksekgehvd!`dhle`nfdp vzkfn`ndhkagehve hdgkzbevnho dgd nhmaueh`nkfdzep!fe`npdzep! daevdzep fe nhmdzgkd!`dgszkfdzep e upuzndp(

E|npveg heo`ndp J:J! gkpeh}da}ehfd k }ehfk jehp fe szdfudskzk ug upuznd mnhka( Ug e|egsadpeznk k }ehfk fe ug vzkvdz skzk ugkozn`uavdz mkgnankz( Eae d `dgszkfdz!fe`npdz e upuznd fd szdfuvd! gkp!gepgd pehfd ug jeg fe szdfud!`uik `dgszk fe}eznk pez!vedzn`kgehve! zk`ndhka! mkvdzepegd`ndhknp epvd szepehvep( Gknp fd{ue ug pngsaep e{unskgehvd! ugvzkvdz! eg fevezgnhkfkp`dguhnfkfep! sdfe zeszepehvkz ug

SKPPD 6 KONZ

Dp gkskp szdfuynfdp pd upkfdpskzk mkyez ugk khanpe fe oksp esdhvdp fe skzvnfk skzk kep fegealdznk( Kp nhmdzgkep dzokhnykfkpku|nankg k femnhnz szndznfkfep!ae}khfd'pe eg `dhvk d sdhvd fe }npvkfd `dhpugnfdz e k zekanfkfe kvuka fkdzokhnykd(

ngsdzvkhve femnhnz djievn}dp pgkzv,epse`mn`dp! gehpuz}enp! kvnho}enp!zeae}khvep e `dg szkyd femnhnfd!vzkfuynhfd d pnohnmn`kfd fk pnoak egnhoap.( K egszepk veg {ue ehvzeokz d{ue szdgeve e dp zepuavkfdp {uefesehfeg fe seppdkp pd gknp`dgsan`kfdp(

Skzk kvnhonz dp djievn}dp szdsdpvdp!

fe}eg pez `znkfdp sakhdp fe kd e

}ehfnfdp nhvezhkgehve( K }khvkoegfd gksekgehvd {ue epvk mezzkgehvkfnpsdhnjnanyk ug ze`uzpd }npuka! fezsnfd ehvehfngehvd! fe kjzkhoh`nkpnpvgn`k! {ue sezgnve k vdfdp dppvkbeldafezp ehvehfez d peu sksea egszdsdz`ndhkz ugk e|seznh`nksdpnvn}k kdp `dhpugnfdzep! gepgd egszd`eppdp nhvezfeskzvkgehvknp du {ueeh}da}kg fnmezehvep uhnfkfep fkegszepk du vez`enzdp(

K e|seznh`nk fdp `dakjdzkfdzep noukagehve ngsdzvkhve skzk ehvzeokzfe mdzgk aeovngk ugk jdke|seznh`nk kd dhpugnfdz(Szdozkgkp fe dguhn`kd nhvezhk!nh`ehvn}d nhn`nkvn}k e eh}da}ngehvdpd muhfkgehvknp! epse`nkagehve skzk

kp seppdkp {ue nhvezkoeg fnzevkgehve

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?

7/23/2019 ECR | Customer Experience

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SKPPD 5 GEFNZ DP ZEPUAVKFDP

Ksp vdfd d szd`eppd fe gdhvkoeg fkkz{unvevuzk fk nhmdzgkd engsaegehvkd fdp sakhdp fe kd! muhfkgehvka k}kankz k e|seznh`nk fdp`dhpugnfdzep dhpvkhvegehve! hdpsdhvdp fe `dhvkvd! fkhfd md`d hdpgdgehvdp fk }ezfkfe( ngsdzvkhve{ue skzk `kfk ug fepvep sdhvdp!peikg ngsaegehvkfdp ze`uzpdp skzk`daevkz nhsuvp pdjze k sez`esd fdp`anehvep! kfe{ukfdp hkvuzeyk fknhvezkd hk{ueae gdgehvd(

Sep{unpkp fe pkvnpmkd dh}eh`ndhknpuvnanykg hfn`ep jkpekfdp eg `a`uadpgkvegvn`dp {ue hd gdpvzkg vdfd d`ehznd( ngsdzvkhve nh`aunzk}kankep {ukanvkvn}kp hd szd`eppd(

Dp fkfdp `daevkfdp sdppnjnanvkg kzekanykd fe ug jeh`lgkzb `dg

Zuk Odhka}ep Fnkp! == Pa( 635 q @khdkp'ZP q Mdhe "55 5; 06?