The document discusses microinteractions, which are small digital moments that can positively or negatively impact customer experiences. Poor microinteractions can ruin a customer's day by not providing enough information, blaming the user, or showing a lack of thought for the customer. Great microinteractions make customers feel heard, safe, and smile by helping with the next action, avoiding blame, recognizing context, and being updated. The key is for companies to focus on improving microinteractions in order to enhance overall customer engagement and satisfaction.

1. Microinteractions
Lead to Major
Engagement

2. Jeannie Walters
Chief Customer Experience
InvestigatorTM

3. Mission Statement
360Connext is on a mission to
improve your day – one
experience at a time!

4. What are
microinteractions?
Microinteractions are small moments.
They matter because they can make or break
a situation in a fraction of time.
They can ruin your day.

5. Microinteractions Happen In a Flash
Just like that…a day can be ruined!
Or made slightly better…

6. Microinteractions Happen Around
Negative Situations

7. Sometimes They Create The Negative

8. Great Customer Experience:
Sweat The Small Stuff

9. No Reports Reveal The True
Experience

10. Humans Are Wonderfully Irrational

11. Poor Microinteractions Blame The
User

12. Nobody Likes To Hear They Are Wrong

13. Poor Microinteractions Hide
Critical Information
What error?
Required?

14. Poor Microinteractions Don’t Provide
Enough Information

15. Poor Microinteractions Don’t Provide
Enough Information

16. Poor Microinteractions Don’t Provide
Enough Information

17. Poor Microinteractions Show Someone
Didn’t Think About You, The Customer

18. Poor Microinteractions Show Someone
Didn’t Think About You, The Customer

19. What Can Great Microinteractions Do?
Make You Feel Heard…

20. What Can Great Microinteractions Do?
Help You Feel Safe…

21. What Can Great Microinteractions Do?
Make You Smile…

22. What Can Great Microinteractions Do?
Give You Corrective Actions…

23. What Can Great Microinteractions Do?
Change Behavior…

24. Microinteractions Should:
 Help the user or customer with the next likely action
 Avoid blaming the user
 Be human
 Recognize context
 Be updated when necessary

25. Microinteractions Should Not:
 Be ignored
 Blame the user
 Use unrecognizable language
 Lead to nowhere
 Ask for more effort
 Be written by robots

26. Walk In Your Customer’s Shoes
Reports and data tell much of the
story…but not all.
Surveys are limited.

27. Walk In Your Customer’s Shoes

28. See You There!
Blog (360Connext.com)
Google+ CXITM Club Community
Facebook 360Connext Page Google+ 360Connext Page

29. See You There!
Twitter: @jeanniecw & @360Connext
Instagram: 360Connext
LinkedIn: jeanniecw & 360Connext