Delivering a World-Class Customer Experience

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Presentation transcript:

Delivering a World-Class Customer Experience Lessons From the Mouse Presented for the Tennessee Bankers Association by Dennis Snow

1 Look At Everything Through the Lens of the Customer

Service Mapping Ride bus to hotel Enter lobby Ride elevator Ride room Walk to room

2 Pay Attention to the Details: Everything Speaks

“Attitudinal” Everything Speaks

Everything Speaks Everything Speaks Everything Speaks Distracter Commitment

3 Create Moments of Wow

Customer Expectations Advice Partnership Availability Accuracy

1 2 3 Lens of the Customer Everything Speaks Moments of Wow

Customer Loyalty

Delivering a World-Class Customer Experience Lessons From the Mouse Presented for the Tennessee Bankers Association by Dennis Snow