Download pdf - Customer Experience - How to deliver a cool one

Emil ComșeaCustomer Experience Lead

May 2015

HOW TO DELIVER A COOL ONE

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CUSTOMER EXPERIENCE

HERE AREA FEW IDEAS

UNLESS A SUBJECT TO THE QUEEN,YOU’D BETTER KEEP IT TO THE RIGHT.

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Q&A: How does this apply to our business

CUSTOMER EXPERIENCE How to deliver a cool one

We have funny rotating doors atGreen Gate O�ces: one turns to theright, the second one turns to the left.

Try the one that turns to the leftand see how it feels for yourself :-)

Number of steps necesary to withdrawcash from the Orange bank’s ATM:

Enter your cardEnter your 4 digits PINHere’s your balance. How much do you want to withdraw? Press OK

Thanks for using our ATM

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Number of steps necesary to withdrawcash from the Blue bank’s ATM:

Enter your cardFullscreen disclamer: Press OKEnter your 4 digits PINPress ENTERWanna see your ballance: press OKWanna do something else: press OKWanna withdrow cash: press OKSecond disclaimer: press OKHow much money: press OKChoose your account: press OKThanks for using our ATM

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DON’T BE A BLUE BANK, BE AN ORANGE BANK


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On an outdoor open space downtown Bucharest there’s this notice sign that reads: free parking for 30 days.

There’s no parking meter, no barrier, no guard there.

So I guess it counts fromwhenever you’ve read the notice...

DON’T CONFUSE

HAVE SOME COLD BEER IN THE FRIDGE

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There’s a certain chain’s supermarket at theground floor of my building, and I used toenter every evening after work, spending60-70 Lei on some groceries, other stu�,and a couple of beers... COLD BEERS.

At one point they unplugged the beer fridge. As they unplugged the beerfridge I’ve changed the store and startedspending 60-70 Lei each evening inanother store - not a certain chain’s one :-)

KEEP AN ASHTRAYIN THE REST ROOM

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You’re still alowed to smoke in this countryas you all know.

We had a company going out one evening at a pub, and as I entered the rest room Inoticed a few ashtrays here and there, andI found that a bit intriquing at first...

By the time I washed my hands, I realisedthat if I’ve had a smoking cigarette, I wouldhave dropped it on the floor to wash my hands.

HANG THE INFO AROUNDTHE CUSTOMER’S NECK

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I’ve been at this conference a coupleof weeks ago and I received a badgewith my name and all.

The conference agenda was printedon the very back side of my badge.

I found that to be quite usefuland smart.

DON’T STEAL DRINKS

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We’ll soon have a company party at a Certain Social Club. Table cleaners there are instructed to clean any glass left “unsupervised”, even if it’s full. They do that in order to keeptheir customers buying some more.

I bet they’ll do the same thing at our party, even if it’s free drinks (well, they’re not actually “free” drinks, but anyway)

PUNCHLINE


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I don’t believe Customer Centricity consistsin a set of 7 rules, or in a set of 77 rules, or in a set

of 24 procedures. I believe it is a certain kind ofmentality.

Q & A

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THANK YOU!

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