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CUSTOMER EXPERIENCE MAG
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Martha Bartlett Piland President & CEO MB M Piland Advertising + Marketing and BANKTASTIC
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SMALL GESTURE EXAMPLES
What can you do for your customers that aligns with your brand and makes them feel valued?
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COVID-19 has But in this COVID MAG people are challenged us all in many environment, AZIN Efriends, ways. One of the many areas worrying about home, slapped squarely in the face children, far-away relatives, is customer experience. their jobs and much more. Experience is more than We can’t know what pressure service and is a differentiator a customer is facing just by for brands. It’s more than looking, MAG so it’s vital to assume AZIN the weight of saying thank you or delivering they’re carrying E a purchase promptly. It’s about the world on their shoulders how you make someone feel and act accordingly. about your brand when they Forethought goes a long interact with you. way to reassuring someone Why is great customer that you have their interests experience important? It says MAatGheart AZ and sincerely want to you took time to think about help. INE the customers and how your • Make a plan, then have a brand can make their lives conversation with your better every single time they’re employees so they know in contact with you. the kind of customer In normal times, thisM experience you expect A would be important anywhereG AZINthem to deliver. E sure you’re treating a customer might be anxious. • Be Think medical office, employees with the pharmacy, repair shop, DMV, same approach and care. utilities companies, etc. They’re stressed, too.
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Use these examples to think about how MAGinteract with customers AZ your business. INE
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At TJ Maxx, greeters ask if shoppers would like a cart, then wipe it off with sanitizer for the customer.
At a local eye care
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At Walgreen’s, employees say goodbye to people with “be well” or “take care.”
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