We are entering the age of the customer. This new age is all about reducing friction for a customer and creating emotional attachment. FullContact CEO Bart Lorang, will show how customers can experience your brand and how you can provide for them before they even know it.

1. Reimagining the Customer Journey
Bart Lorang | @bartlorang
Founder & CEO, FullContact

5. Being Awesome
With Customers
It’s Been
Her Career

6. NOT Awesome with
Customers

7. source: forrester.com

8. 68%of
omers Lost Due to Employee Indiffe
source: bizjournals.com

9. source: xeniosgroup.com

10. So … what does
that look like?

11. Rule #1
Never Ask a Customer
To Do Work

12. What do the truly great hotels do?

13. Rule #2
t People As They Want To Be Trea
i.e. “Treat celebrities like normal people,
and treat normal people like celebrities”

15. Rule #3
Anticipate Needs

18. “This is too hard.
We’ll never be Four Seasons!”

19. It’s not about
“WOW”
service
100% of the time

20. It’s about consistently
delivering
better than average
service at every
touchpoint

21. 1. Map every touchpoint
2. Build a 360 customer view
3. Connect 360 to touchpoints

22. Be Awesome with Customers.

23. Thank you.
@bartlorang
bart@fullcontact.com