today's top 9 cx (customer experience) imperatives

Impeccable Leadership:

Todays Top 9 Customer Experience (CX) Imperatives:A Path to Profitability

Steve Dorfman, Chief eXperience Officer

- Leading your team through these trends will ultimately spark innovation- Your people will support what they help to create.1

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)A path to profitability?$1000 in 2005 $1000 in 2005 in Top 25%

$2090$6620

Steve Dorfman Driven to Excel, Inc.Whats wrong?

This is INSIDE of a parking garage which means this person was driving around like this!We ALL have blind spots.3

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)

Speaking of blind spots

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Who are your customers?

2 Minutes (over-thinking)iSAT Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)

9

#1 One Size Does Not Fit All


#1 Personalization

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#2 Customers Feel Overwhelmed

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#3 - 31.5% Employee Engagement


Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#4 Transaction vs. Experience


Spending behaviors today are making EXPERIENCES trump THINGS16

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#5 Our Customers Dont Attend

CUSTOMER

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Meeting Anticipating Needs

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#6 Hi-tech is Replacing Hi-touch

1/20th


Balancing Hi-tech & Hi-touch

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#7 Little or No Differentiation in Your Marketplace


Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#8 Nowhere to Hide

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)What is

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#9 Hello Forest!

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Voice of the CustomerCompanies have the wrong perspective their own.-Bob London, London Ink

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)How effective is your firm?

Personalization Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)



- When gifting clients, consider putting THEIR company logo on the product, RATHER THAN YOURS.- This gift included my wifes name, as well30


Personalization


Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)#1 Marketing Effort


AccuracyAvailabilityPartnershipAdvice / LearningCustomers Expect Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)



< $292MM >


Janice

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Why Experience Matters

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Groups of 3Tailored Experiences / PersonalizationAdvice & LearningExperiential Mindset (Customer Journey Mapping)

@ 8:00 Quietly Organize Thoughts@ 6:00 Person #1@ 4:00 Person #2@ 2:00 Person #3 What are you currently doing? What is ONE THING you can begin to implement within the next 60 days?

Each person in your group can pick JUST ONE trend to discuss43



Sarah


Daniel H. Pink, Drive Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)

Ownership Trumps Buy-in(Your People Will Support What They Help to Create) Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)

Buy-In

Opt-in Only Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Anticipating Needs

A lot of times, people don't know what they want until you show it to them. Steve Jobs Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Meeting Anticipating Needs

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Meeting Needs

This is normally a half-day workshop . Anticipating Needs52


Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Parent-Friendly

Whats for dinner?

When I first built this slide deck, I was saying, If only this service anticpated our need of placing the order with Giants Peapod P.S. Today, were using the service that does EXACTLY THAT GatheredTable.com55


Anticipating Needs


How often have you opened your door to a service repairman only to feel extremely uncomfortable once he's inside your house?


For this reason, we have attached the picture of the technician we have chosen to send to your home, as well as a short biography that we have compiled.


It is our hope that you will recognize and feel comfortable with our employee in your home and around your family.


We want you know you're dealing with a professional who cares about your personal safety, the safety of your family, and the well being and security of your home.



July 1, Quebec

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Moving Day


Hi-tech / Hi-touch

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Name Game


Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Groups of 3Employee Engagement (EX CX)Anticipating NeedsBalancing Hi-Tech & Hi-Touch What are you currently doing? What is ONE THING you can begin to implement within the next 60 days?

@ 8:00 Quietly Organize Thoughts@ 6:00 Person #1@ 4:00 Person #2@ 2:00 Person #3

Each person in your group can pick JUST ONE trend to discuss

67

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)What is

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Social ProofLooking to thebehavior of others tohelp guide ones decisions.

One of the TOP 3 most influential eye docs in the US says,HealthGrades isnt utilized much, but may come into play when accountable care organizations are trying to gauge a providers effectiveness; even social review may be used to give them a grade and I have it on good info that HealthGrades may ultimately become the standard of physician review and physicians may even get pay increases or decreases based on their ratings in social media70

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)UGC (User Generated Content)

While customer reviews will always be valuable, brands that also use content created by users (like the images on the Crocs website) will pull ahead. People often doubt the authenticity of online product reviews, but UGC that validates a product is a lot harder to fake. -Sprinklr71

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Google.com/business




Storytelling is Contagious$625MM

Steve Dorfman Driven to Excel, Inc.(except where otherwise indicated)

Storytelling:Entrepreneurial since middle school

This is Peter Shankmans assistant.Have you ever read a LinkedIn summary that told a story? Would you be compelled to connect with this kid? Facts tell, stories sell.76

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Storytelling is Contagious

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Voice of the Customer (VOC)The customer experience exposes whether the company cares and understands what its actually like for a customer to do business with them.

In reality, most companies arent very aware of what its like. Theyre too busy planning budgets and putting out fires.

Blake Morgan, Forbes Contributor

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Voice of the Customer (VOC)

22 Surveys in 26 weeks! (Plus snail mail & telephone)

If your survey is one more in the pile, itd better be compelling enough for participation79

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Groups of 3Social ProofStorytelling Voice of the Customer (VOC)

@ 8:00 Quietly Organize Thoughts@ 6:00 Person #1@ 4:00 Person #2@ 2:00 Person #3 What are you currently doing? What is ONE THING you can begin to implement within the next 60 days?

Each person in your group can pick JUST ONE trend to discuss

80

It costs 6 7 times more to acquire a new customer than retain an existing one. Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Advertising / Marketing


Customer Experience Impact Report, Right Now 01 Apr 2015


Intention ... or Chance

More Resources (including Tips of the Day): [email protected] Dorfman

Steve Dorfman Driven to Excel, Inc. (except where otherwise indicated)Thank you!

today's top 9 cx (customer experience) imperatives

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