This presentation consists of highlights from the interview with Moe Abdou, founder & host of 33voices.

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2 This presentation consists of highlights from the interview with Moe Abdou, founder & host of 33voices.

3 Lior Arussy President of Strativity Group Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine s 2003 Influential Leaders award and served as a juror on Fast Company s Customer First Awards 2005.

4 Insight #1 Customer centric organizations are integrated in thought and actions. Without all disciplines working together, delivering exceptional customer experience will remain a distant vision.

5 Insight #2 You ll recognize a special experience when:

6 Insight #2 You ll recognize a special experience when: It s highly personalized

7 Insight #2 You ll recognize a special experience when: It has an element of surprise that shows a genuine desire to enhance the relationships

8 Insight #2 You ll recognize a special experience when: It s memorable enough for you to carry with you and share it with others

9 Insight #3 Often, the biggest enemy to becoming exceptional is the conviction that you re already doing it. Get out of your own way.

10 Insight #4 When you understand that customer retention always comes before customer acquisition, you ll commit the proper resources to honoring your existing customers at every opportunity.

11 Insight #5 The shift from delivering a good experience to an exceptional one starts with understanding the current narrative that s driving your customer journey then explore these questions:

12 Insight #5 The shift from delivering a good experience to an exceptional one starts with understanding the current narrative that s driving your customer journey then explore these questions: Are you clear on why you re behaving the way you are?

13 Insight #5 The shift from delivering a good experience to an exceptional one starts with understanding the current narrative that s driving your customer journey then explore these questions: Are you measuring the right metrics?

14 Insight #5 The shift from delivering a good experience to an exceptional one starts with understanding the current narrative that s driving your customer journey then explore these questions: Do you fully understand who your customer is?

15 Insight #6 In any size organization, everything and everyone is in the business of delighting customers either directly or indirectly. If not, their job will likely be outsourced.

16 Insight #7 Visualizing the value you deliver starts by embracing that most often, the value you deliver will go unnoticed, until something goes wrong. Make it a priority to build and measure a reliability index.

17 Insight #8 When creating content, do you sell or are you trying to improve the lives of your customers? Opt for the latter.

18 Insight #9 Every experience with your brand creates a memory. Often, the biggest differentiator will be the human element. Be very deliberate to elevate it.

19 Insight #10 If you re serious about exceptionalizing your customer experience, start by internalizing:

20 Insight #10 If you re serious about exceptionalizing your customer experience, start by internalizing: The belief that genuinely trusting your customers is always in your best interest

21 Insight #10 If you re serious about exceptionalizing your customer experience, start by internalizing: The action of never underestimating the power of humanity (kindness is free)

22 Reflect: How often are you saying thank you to your existing customers? tweet us!

23 Get the book

24 LEARN MORE

25 CONNECT WITH US! Tell us what you think Presentation created by Chase Jennings Insights by Moe Abdou

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