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Customer Experience Tipping Points Understanding the critical moments in your customer’s journey where your relationship is on the line Tony Bodoh.

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Presentation on theme: "Customer Experience Tipping Points Understanding the critical moments in your customer’s journey where your relationship is on the line Tony Bodoh."— Presentation transcript:

1 Customer Experience Tipping Points Understanding the critical moments in your customer’s journey where your relationship is on the line Tony Bodoh

2 While analyzing tens of millions of customer comments, Tony Bodoh learned that there are only nine tipping points in any customer journey across all industries. The companies that successfully help their customers navigate these moments on the journey have higher retention rates, receive more referrals and win the industry awards for having the best customer service. Learn about the critical moments where your customer decides whether they will continue to do business with you or if they will switch to a competitor. Based on the popular course, ‘CX Tipping Points.’ © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 2

3 Why I Think Differently BUILT ANALYSIS PROGRAMS MANAGED MARKETING OPERATIONS ANALYZED CUSTOMER FEEDBACK © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 3

4 Impact of Tipping Point Mastery Customer Behaviors Receipt Pay a premium Purchase more per transaction Transact more frequently Relationship Deepen in product family Broaden to other product families Stay longer Lost customers return Respond to an affiliate offer Reputation Recommend to others Write a review Survey Rating Comment on Social Media Write an Article Receipt – Immediate revenue – 400% increase in premium purchase Relationship – Lifetime value – 90% increase in product deepening Reputation – Influence value – 600% increase in online rating © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 4

5 To Succeed Think Differently A customer’s feedback is NOT the customer’s experience… It is the STORY of the customer’s experience. © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 5

6 Stories Are malleable Have heroes and villains Have predictable patterns © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 6

7 Why does this matter? If we learn how and why customers tell their stories… We can guide them to tell the best stories for our business and brand while they have a better experience. © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 7

8 Feedback = Stories = Learning © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 8

9 When we learn… Our brains grow! © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 9

10 How Does Your Brain Grow? 1.Repetition 2.Novelty 3.Emotion 4.Focus © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 10

11 What Do We Remember? First Moments Significant Moments Last Moments © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 11

12 What are the 9 Tipping Points? © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 12

13 Availability “Do you have…?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 13

14 Access “How do I get…?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 14

15 Clarity “How do I do…?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 15

16 Ease of Use “Why is it so difficult to…?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 16

17 Accuracy “Is this _____ correct?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 17

18 Speed “What’s the status of…?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 18

19 Consistency “Last time…, but this time…” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 19

20 Closure “Is that all?” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 20

21 Emotional Evoked “I feel like…” © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 21

22 Next Steps? 1.Decide which customer behavior to impact 2.Source your behavioral & feedback data 3.Analyze which themes correlate with your chosen behavior © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 22

23 CAUTION CONTENT – Don’t focus on superficial themes CONTEXT – Consider the customer’s life CONTEST – Challenge your conclusions © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 23

24 Q&A? Contact: Tony@TonyBodoh.com Website: www.TonyBodoh.com © 2016, Tony Bodoh International, LLC www.TonyBodoh.com Do not duplicate without permission. 24

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