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At a Café
After 10 Minutes !!!!!!!!!!!!!!
After 20 Minutes
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
After 30 Minutes
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Customer satisfaction
What are our
products?
Who are our
Customer ?
LOYAL Customer
Product Development
Process Innovation
Firefighting
Customer Satisfactions .
The extent to which a product’s
perceived performance matches a
buyer’s expectations.
But how when it
comes to
implementation?
RECAP!
CEM !CUSTOMER EXPERIENCE MANAGEMENT .
CRM !Customer Relation management .
Customer Value
The customer’s
comparison between all
the benefits and all the
costs relevant to the
competing offers.
What Do You Know about The
B-HAG ?
Engage and Develop Every young
person in the world.
BHAGBIG – Hairy –Audacious – Goal
How do we Measure The Success
Of The Organization ?
# Of GIP
Experiences
# Of GCDP
Experiences
# Of TLP
Experiences
# Of TMP
Experiences
Quality of Our Experiences
NPS ( Net Promoter Score )
How we Measure The NPS :
How Do We Attract People
Through That !!??
WORD OF MOUTH
Divide into 4 groups.
Each group will discuss the
behaviors and strategies which
should be followed in their booth
to manage their customer
satisfaction.
Write it down and present it.
ACTIVITY
