Fundamentals Improve Customer Experience

5 fundamentals
to improve
your customer
experience
Customer Experience is key to
exceeding your customers'
expectations.
Your opportunities lie in your ability to

deliver what you promised and surprise
your customer with extra care and support.
The "wow" effect!
*A totally satisfied customer contributes 2.6

times as much revenue as a somewhat
satisfied customer, and 14 times as much
revenue as a somewhat dissatisfied
customer.
*Studies by Bain & Company and Earl Sasser of the Harvard Business
School
What are the
moments that
matter most to
your customer
during his
journey?
Did you know that acquiring a new customer costs * 7 times more than
maintaining an existing one?
Visualize how to Identify pain points Make your guest Why not building
make a difference in your customer feel “Special” your own customer
journey and find experience roadmap?
Define the main
aspects of the solutions to turn The culture of your
company should be
customer experience them into one where the needs
We are living in a
transformational
to help you boost their opportunities of your consumers are period. Without a well-
engagement and always prioritized
make their journey a defined customer
pleasant one Get to know your experience strategy
customers and collect and roadmap, you risk
their feedback investing in the wrong
technology and
designing the wrong
experiences
*Studies by Bain & Company and Earl Sasser of the Harvard Business School
Make it easier
for your
customer
to find you
A strong customer experience produces significant results: more customers,
more sales and more loyalty. However, many companies struggle to identify
a plan of action to achieve these results.
Build a great digital Use emotion to Be visible at all times Be inspirational

experience humanize your
brand Create an online "Your customer doesn't
To avoid frustrating community and have care how much you
customers, diminishing a strong presence on know until they know
their lifetime value, or Show off your staff, how much you care"
social media
driving them to who are the people Damon Richards
competitors: your behind your brand?
website experience is Turn your employees
key into your brand
promoters
*Studies by Bain & Company and Earl Sasser of the Harvard Business School
Make it personal
Different visuals for Email marketing, Influencer
different segments customer loyalty Marketing...Why
and experiences that programs... not?
customers crave
Customers become loyal Influencer Marketing and
because they are customer experience are
"It's not what you say; it's emotionally attached and two similar areas: they are
how you say it" The best they remember how they long-term winning strategies
customer experiences are feel when they use a that require continuous
achieved when you create product or service. A effort and work best when
an emotional connection business that optimizes for they are authentic and
with your customer. an emotional connection credible. Teaming up with
outperforms competitors by others expands your reach
* 85% in sales growth. to consumers who
otherwise might not ever
hear of you.
Make things
easy with
technology
Deliver a seamless integrated Push notifications or messages to
experience and engage with your alert on special events...
customers
To get a message across, sometimes you
have to repeat it. Sometimes, it's not enough
*More than 50% of small business owners to mention these in an email.
report relying on digital tools to communicate
with customers, find new customers and sell Make your messages as short and concise as
products and services during the Covid-19 possible.
crisis.
Avoid sending too many and know your
96% of enterprise leaders agreed with the audience and consider what's important to
statement "The lockdown has increased the them.
priority of digital transformation."
*Ref. Connected commerce Council and Google report "How digital

tools power small business amid Covid-19"
Include user-
generated
content (UGC)
Engage customer to post their own content
Social media gives your company the opportunity to connect
and engage on a personal level with both current and
potential customers. This is an important customer experience
driver as * 74% of customers rely on social media to guide
their purchasing decisions.
Word of mouth has always been an important driver of

successful social media marketing. When you enjoy a product
or service, you tell others, who in turn, tell others.
Consumers trust in an authentic review of a product/service
from their peers.
*ODM Group study and Hubspot report

By all means, make your customers feel special
Express your appreciation, thank your customers,

pay attention to them, listen to feedback, and always be presentable as a business.
Ready to explore Who are we?
EXCELLENCE EHL Advisory Services is the largest Swiss hospitality advisory

services firm for hospitality education and service industry
development. We bring the expertise of the world's leading
further?
hospitality management schools to prepare learning centers
and businesses for future success. Our purpose is
to raise the level of excellence in your organization with
solutions that help you tackle contemporary challenges and
prepare for future growth.
Discover our Learn more about EHL Advisory Services
Service Excellence
toolkit
14.04.2012
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Fundamentals Improve Customer Experience

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5 fundamentals

Your opportunities lie in your ability to

The "wow" effect!

*A totally satisfied customer contributes 2.6

Build a great digital Use emotion to Be visible at all times Be inspirational

*Ref. Connected commerce Council and Google report "How digital

Word of mouth has always been an important driver of

*ODM Group study and Hubspot report

Express your appreciation, thank your customers,

EXCELLENCE EHL Advisory Services is the largest Swiss hospitality advisory

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