PPT-Enhancing the Customer Experience through Self-Service Innovations

Jared Miller Sr Director Customer SelfService Continental Airlines Corporate Background Evolution of SelfService at CO SelfService Adoption Recent Innovations at CO Product Consistency Looking Ahead. 9 Lessons. 1 Quiz covering the first 5 Lessons. Multiple Choice Final (10 Questions). 250 Word Essay on how Customer Service is used in your trade.. Analysis of the movie “Employee of the Month” from the perspective of Customer Service. 2014 Michigan Works! conference. Purpose of this Presentation. Review the basic . tenets . of providing good customer . service. Discuss the two types of . customers. Examine. . the . traits of healthy helping . Donna Agnew. Albuquerque Quality Network . April 21, 2016 . . Definition . Customer engagement. (CE) is an effect, a reaction, a connection, a response and/or an experience of . customers. with one another, with a company or a brand. The initiative for . Service using . Backyard Ingredients. CONSULTING. SEE THE DIFFERENCE?. “I would recommend . you go to the Hungry Fisherman Restaurant on Main Street. I heard their food was delicious.”. “You HAVE to try the fish and chips at the Hungry Fisherman Restaurant on Main Street. Best I have EVER had!”. McGraw-Hill/Irwin. Part 4. ALIGNING SERVICE DESIGN AND STANDARDS. 8-. 2. CUSTOMER. COMPANY. Gap 2: The . Service Design . and Standards Gap. Customer-driven. service designs and standards. Company perceptions of customer expectations. What is Customer Service?. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.". Strategic Vision. Engage & Learn. The Voice of YOU. INSPIRE Customer Service Agenda. Leadership Vision and Workshops Objective. CS Survey Results. Coaching and Modeling INSPIRE. Share INSPIRE Model Examples. Thanks for Joining the CCE Webinars. What's . New in Quality Management Suite 5.4 . Thursday, July 23, 2015  2:00 PM - 3:00 PM ET / 11:00 AM - 12:00 PM . PT. Enterprise Knowledge Management Suite (EKMS): Reduce Costs by Enabling Customers and Agents to Quickly Find Answers. A new technology procurement paradigm . The pace of technology obsolescence has accelerated over the past decade and is not likely to slow in the foreseeable future. Many solution providers have responded to this rapid change by providing software and services on-demand via subscription-based licensing models. This allows organizations to shift from purchasing solutions outright, to leasing technology and accompanying services. The result is increased business agility, up-to-date solutions, and lower risk. . Introduction to Customer Experience Management (CEM) and Net Promoter Scores (NPS ) Melissa Harris, MBA CEO, Telecom Training Corporation CANTO Sales, Marketing and Customer Care Forum August 4-5, 2016 2014 Michigan Works! conference. Purpose of this Presentation. Review the basic . tenets . of providing good customer . service. Discuss the two types of . customers. Examine. . the . traits of healthy helping . Turn One - Lifetime Customers Jim Roche VP, Marketing & Managed Services | Xtime | Redwood City, CA jim.roche@coxautoinc.com @ xtime #NADASHOW Your photo here 2 Two Things to Agree On Objective is 2 Why Mize? experiences at every customer touchpoint in a connected world. 67% increase in aftermarket customer lifetime value. 15% lower costs by optimizing service delivery. 5x pro�t ma Design an engaging self-service employee and customer experience. Insight: Designing an engaging self-service experience. Build a shared understanding of. . your. . vision . for. . the . improvement of the employee and customer experience. Design and monitor the experience based on:.