10. The Customer Experience Map
Phases Feelings Memory Impact on Loyalty
WOW “I Love it” High Share with Many
Enjoyable “I like it” Mid Share with few
Functional “Works for me” Low Neutral
Uneventful “OK” None Decrease
Missed it “I Don’t Like it” Mid 66% decrease
Never Again “I hate it” High 100% Loss
11. Everything you do impacts
the Customer’s Experience
www.flickr.com/photos/carowallis1/4325317025
12. Customer Satisfaction Quotes:
“ The customer perceives service in his or her own terms.” -
Arch McGill
“ The customer’s perception is your reality.” - Kate Zabriskie
“ We cannot become what we need to be by remaining what
we are.” - Max Dupree
“ Excellent firms don't believe in excellence - only in constant
improvement and constant change. ” - Tom Peters
13. “Victory in marketing doesn’t happen
when you sell something, but when you
cultivate advocates for your
brand.”
- Steve Knox, CEO of Tremors,
P&G’s Word of Mouth Business Unit
www.flickr.com/photos/hyku/4837236187
28. 1
Identify and prioritise Top 10 Customers with greatest risk of
revenue loss or revenue gain
Identify and track company wide Business KPIs (Sales &
2 Marketing, Operations, Finance, Legal, etc.) that directly
impact Customer Satisfaction/Quality of Service
3 Start building a culture of E2E Customer Experience
32. 1
Identify and prioritise Top 10 Customers with greatest risk of
revenue loss or revenue gain
Identify and track company wide Business KPIs (Sales &
2 Marketing, Operations, Finance, Legal, etc.) that directly
impact Customer Satisfaction/Quality of Service
3 Start building a culture of E2E Customer Experience
33. Identify company wide Business KPIs
that impact Customer Satisfaction
www.flickr.com/photos/toniblay/52445415
38. 1
Identify and prioritise Top 10 Customers with greatest risk of
revenue loss or revenue gain
Identify and track company wide Business KPIs (Sales &
2 Marketing, Operations, Finance, Legal, etc.) that directly
impact Customer Satisfaction/Quality of Service
3 Start building a culture of E2E Customer Experience
46. David R Ednie
President & CEO
SalesChannel Europe
Ph: +33 676 60 09 25 (FRA)
Email: david@saleschannel-europe.com
Website: www.saleschannel-europe.com
www.flickr.com/photos/horacio/3781750