Download - Customer Experience, Culture & Innovation
Customer Experience
CULTURE & Innovation
“Customer Experience is a
CULTURE, NOT a strategy.”
“Customer Experience is a
CULTURE, NOT a strategy.”
-me
Customer Experience
WHY?
59%of consumers will switch brands to get
better customer service.
Customer Experience
PollWhich statement best describes your interest in customer experience and this session?
Customer Experience
HOW?
Authenticity
Values
Experience
Customer Experience
Instill
Customer Experience
Refresh
Customer Experience
Reinforce
“Great Customer Experiences
require Innovation.”
“Great Customer Experiences
require Innovation.”-me
Culture of InnovationHOW?
Are We There Yet?
Measurement
MeasurementHOW?
Surveys & Shops
Incentives
Employee
Surveys
“CULTURE will eat your strategy for lunch.”
“CULTURE will eat your strategy for lunch.”
- not me
What will you DO?
Remember…• Experience & Innovation is a
CULTURE.• Instill authentic ties to values &
standards.• INNOVATION is required. Peer to peer,
at any level.• Measure your progress.• Don’t be afraid to make changes &
adjust!
