Evolution of Customer Experience: Enhancing Customer Interactions Over Time
Explore the evolution of customer experiences from traditional face-to-face interactions to modern online services. Learn about the features of good customer experience through various scenarios and barriers that businesses face. Understand the importance of providing seamless and enjoyable interactions for customers in today's dynamic market.
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Presentation Transcript
- THE FEATURES OF GOOD CUSTOMER EXPERIENCE
YOUR CUSTOMER EXPERIENCES Have you shopped online or been to a shop or restaurant recently? Could you find what you needed? Was it enjoyable? If in person, were the staff polite and helpful? Was it decorated and laid out well? If online, was the website easy to use? The features of good customer experience | 2
THE EVOLUTION OF CUSTOMER EXPERIENCE Face-to-face shops, market stalls and restaurants Paying in cash Delivery by drones Till-less shops Shopping catalogues Paper vouchers Telephone shopping Debit and credit cards TV shopping channels Self-checkout counters Online shopping Customer service by email or online chat Voucher codes The features of good customer experience | 3
CUSTOMER SCENARIOS Scenario 1 Worksheet Tasnim wants to buy a new pair of trainers online. She finds the website of her favourite sports brand by putting their name in a search engine... Read the rest of the scenario on your worksheet. The features of good customer experience | 4
CUSTOMER SCENARIOS Worksheet Scenario 2 Zayn needs to help his mum out and go to the supermarket to get some bits for dinner. He struggles to find everything on his list because some of the signs of the aisles haven t been updated since the store moved items around. He spends double the amount of time he usually would just finding what he needs and taking it to the till... Read the rest of the scenario on your worksheet. The features of good customer experience | 5
BARRIERS TO EFFECTIVE CUSTOMER SERVICE Worksheet Barrier 1 Barrier 2 A company that sells phone accessories has not been able to get hold of their best-selling phone case for the last 2 months. A holiday rental company, which makes all its sales on their website, has had some technological difficulties. For the last 24 hours, customers can access their site and select a holiday rental to pay for as usual. However, when customers enter their payment details an error message appears saying System error: payment unsuccessful . The business that makes them has just stopped delivering them with the other items and has offered no explanation. The features of good customer experience | 6
BARRIERS TO EFFECTIVE CUSTOMER SERVICE Worksheet Barrier 3 It s Friday and the busiest night of the week for a take-away chicken and chips shop. However, 2 of their 5 staff have called in sick and no one else can cover. The features of good customer experience | 7
EXPLAINING CUSTOMER EXPERIENCE You are part of a customer experience team that needs to deliver training to young people on work experience with you. Your training needs to include: What customer experience means Examples of the benefits of delivering a consistently high- quality customer experience OPTIONAL: Examples of barriers to providing effective customer experience The features of good customer experience | 8
