This document discusses the importance of creating positive customer experiences through key moments of interaction known as "moments that matter". It notes that customers will initially come for quality, price and brand recognition but will return and stay loyal based on personalized service, support, and a consistent experience. The document emphasizes that every customer interaction is an opportunity that can either enhance or damage the customer experience, and that customers will share both good and bad experiences with others. It concludes that businesses must own the customer experience to ensure it remains positive.

1. Creating A Positive Customer Experience:
An Introduction to Moments That Matter

2. The Experience
Moments of Truth
Owning It

3. COME TO US
•Quality
•Price
•Brand recognition
•Accessibility
COME BACK
•Personalized experience
•Service and support
•Comparison to others
STAY
•Incentives for loyalty
•Continuous improvement
•Consistency of experience
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Why Customers…

4. We’re ALL customers…
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…so how does it make YOU feel?

5. It’s all about how YOU experience it…
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6. Each experience is a series of ‘moments’…
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7. 7
Good, bad and ugly ‘moments’…

8. Customers today have:
•Less time
•High expectations
•More choices/more buying power
•Zero tolerance for waiting
•No problem going elsewhere
EVERY ‘moment’ matters…
Source: * Customer Experience Management: The Value of “Moments of Truth” Copyright © 2006 Customer Think Corporation

9. EVERY interaction is an opportunity to:
Succeed
A good customer experience is told to 8 others
Fail
A bad customer experience is told to 22 others
Recover
It takes 10 good experiences to make up for one bad

10. Own the experience…
…or someone else will!

11. How was YOUR experience?
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Ryan Siskow