Customer Experience SEM 2 by chinh nguyen https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq en-us 2022-11-02 02:04:41 UTC 2023-11-08 04:53:07 UTC hello@padlet.com Customer experience consists of three main aspects: chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365906974 • The customer journey 

• Brand touch points (the way the customer interacts with the product)

• The environment that a customer experiences.
]]> 2022-11-02 02:10:59 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365906974 Kiến thức chung chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365907592 2022-11-02 02:11:31 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365907592 1. The Customer Journey chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365914355 Creates customer “JOURNEY MAPS”

understand

- motivations
- expectations
- questions that a customer might have related to your business and how to best serve them.
]]> 2022-11-02 02:16:59 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365914355 2. Brand Touchpoints chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365916867 the point of sales checkout counter 
an office premises 
social media
web
email
phone
, etc. 
]]> 2022-11-02 02:18:59 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365916867 3. The Environment chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365921693 The environment a customer experiences, entails not only the way the brand is presented but also the ease of shopping and the quality of service.]]> 2022-11-02 02:22:48 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365921693 CES strategy chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365923221 2022-11-02 02:23:59 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365923221 Topic 1: chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365926974 •Understanding who your most valuable customers are.
•How to achieve a high standard of customer care for all your customers.
•How to turn your most valuable customers into your most loyal customers.
 
]]> 2022-11-02 02:27:02 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365926974 1. Effective CRM (Customer relationship management) chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365931866 - List top key accounts, give these people the best service
- Allow customer-facing employees can access to full info
- Draw up a set of procedures and standards
- Find out what, when and how customers buy]]> 2022-11-02 02:30:26 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365931866 2. Build a brand around the products chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365946711 - Consistent, clearly defined identity 
- Advertise, build brand awareness]]> 2022-11-02 02:42:30 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365946711 3. Handle customer when they interact chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365948911 - Use their first name or a formal email form
- Follow-up queries (thankyou letter, email, phone call)]]> 2022-11-02 02:44:19 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365948911 4. Train employees chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365953004 - Good communication skills 
- Job-specific skills (listening skills, etc)
- Be able to apologize, be sympathetic, listen, show facts, and agree what to do ]]> 2022-11-02 02:47:41 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365953004 Topic 2: chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365971194 • Understand the Definition of different CX channels 
• Understand how to create and manage the seamless, Omnichannel experience


]]> 2022-11-02 03:01:54 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365971194 1. Omni Channel chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365976311 “3 keys to the success of MC – create and maintain a single view; establish a multichannel marketing platform; create consistent experiences across all channels.”
(SAS, 2018)


]]> 2022-11-02 03:06:23 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365976311 2. Key Omni Channel Dimensions chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365981313 - Connectivity: Extent to which cross-channel service, content & information linked.
- Flexibility: Customers are provided with flexible options & experience continuity when migrating task from one channel to another.
- Integration: Customer perceives all information systems & management are unified & integrated.
- Personalisation: Customer perceives that the omni-channel retailer provides its customers with individual attention.
- Consistency: Customers experience both content & process consistency interaction across channels.]]> 2022-11-02 03:11:04 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365981313 3. Creating Omni-channel chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365986517 Stage 1: Equalise the experience across all channels

Stage 2: Link online experience to bricks & mortar store. Data for personalized experience

Stage 3: Create a delightful, personalized shopping experiences
]]> 2022-11-02 03:16:02 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365986517 Topic 3: chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365994419 UNDERSTANDING SERVICE FAILURE AND RECOVERY ]]> 2022-11-02 03:22:34 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365994419 1. Types of service failure chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365998833 - Informational: Irrelevant, inconsistent, incomplete

- Functional: Insufficient functionality online

- System: Hardware, software, network
]]> 2022-11-02 03:26:54 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2365998833 2. 5 Pitfalls to Avoid chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2366009821 - An informal and/or unstructured verbal feedback process.
- Feedback not recorded (for later action and review).
- Feedback system not ‘owned’ or ‘championed’ by Management.
- Poor feedback communications loop (to advise on outcomes and action plan).
- Feedback sought too infrequently (once a year is not enough).

SOLUTIONS: 
• Actively seek and encourage feedback – remember the ‘Customer Complaint Iceberg’ and understand 
• Develop a multi-channel customer feedback system that enables you to capture, record and report information quickly and easily. Leverage technology to aid your efforts.
• Follow-up issues. Review feedback regularly. Commit to a process of constant customer-driven improvement.
• Complete the feedback loop. Give prompt feedback to your clients, candidates and staff about the actions you’ve taken, or intend to take, as a result of the feedback you’ve received. Encourage them to keep the dialogue with you open. Reinforce you’re listening, and that you genuinely care what they think.
]]> 2022-11-02 03:37:19 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2366009821 3. Service Recovery chinhnguyenxuan04 https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2366017267 - Service Recovery: how the organization deals with service failure to recover the situation

- Theories:

• Distributive justice: relates to the perceived fairness of the service outcome
“what happened at the end of the situation  - was what I got in the end fair?”

• Procedural justice: focuses on the fairness of rules and procedures producing the outcome 
“I maybe didn’t get everything I wanted from this complaints process but do I feel the rules governing this process were overall fair and just?”

• Interactional justice: reflects the fairness of the interpersonal treatment-experienced during the resolution process
“During this complaints process do I feel that I was treated well by the organization – did they make me feel special and important?”
]]> 2022-11-02 03:44:28 UTC https://padlet.com/chinhnguyenxuan04/u7wxzqvzffa13vyq/wish/2366017267