Delivering a WorldClass Customer Experience Lessons From the

Delivering a World-Class Customer Experience Lessons From the Mouse Presented at the 2019 ANGA Annual Conference by Dennis Snow

Look At Everything Through the Lens of the Customer

Service Mapping

Process – Billing Question (Requiring Research) Place call to company Navigate to proper department Provide customer information Research answer Explain question or issue

Process – Billing Question (Requiring Research) Place call to company Navigate to proper department Provide customer information Contacted by company Customer waits for answer Explain question or issue Listen to explanation Ask follow-up questions Conclude call

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

Pay Attention to the Details: Everything Speaks

“Attitudinal” Backstage

Everything Speaks Distracter Everything Speaks Commitment

Create Moments of Wow

Customer Expectations Advice Partnership Wow Opportunities Availability Accuracy Dissatisfiers

Look At Everything Through the Lens of the Customer Pay Attention to the Details: Everything Speaks Create Moments of Wow

Customer Loyalty

Delivering a World-Class Customer Experience Lessons From the Mouse Presented at the 2019 ANGA Annual Conference by Dennis Snow