CLIENT EXPERIENCE

Get Started. It's Free
or sign up with your email address
CLIENT EXPERIENCE by Mind Map: CLIENT EXPERIENCE

1. 1. BE A HOST

1.1. Intro : Happy, Pharell Williams. Relax, take it easy. My name is, Eminem

1.2. Make your client feels fantastic

1.2.1. My most memorable experience ...

1.3. Hospitality

1.3.1. Greet with a smile

1.3.1.1. Sourire de la boulangere youtube

1.3.2. Video "Welcome"

1.3.3. Video art of Hospitality // J. Lecoultre P.15

1.3.4. 1st impression : verbal vs non verbal // YSL

1.3.5. Choose the best word : hospitality is about, P.21

1.3.6. Observe / scaning : non verbal signals // Lecoultre. P26 - P.28

1.3.7. Different scenarios : Good or Bad welcome // P.36 Lecoultre Lost in transaltion, Titanic, Mad Men .. DO et DONT P47-48

1.4. Engagement

1.5. Proactivity

1.5.1. Activity Elevator speech : catch attention P72 Lecoultre Openness

1.5.2. Engage conversation icebreaker P.75 Lecoultre openess

1.6. Farewell

1.6.1. Video "Hosting family and friend"

2. 5. SEE LONG TERM

2.1. Intro : Show must go on, Queen

2.2. Relation grows & evolves

2.3. Collection of personal details

2.4. Omnichannel

2.5. Brand materials

2.5.1. Keep I. Touch

2.6. Reconnect in the future

2.6.1. Remember client is

2.6.2. Opportunities & touch points to reconnect

3. 2. BUILD CONNECTION

3.1. Intro : Pour me comprendre, Michel Berger

3.2. Being client centric

3.3. Curiosity

3.3.1. You and me

3.3.2. Keep asking ..

3.4. Discovery

3.4.1. Jude law / Les Neiges du Kilimanjaro Pierre Niney P. 69 Openness Lecoultre

3.4.2. Speak to the emotional brain P.71 Openness Lecoultre

3.4.3. Activity : turn closed question into open question

3.4.3.1. Open questioned

3.4.4. The iceberg theory : 10% visible / 90% not visible P.85 Openess Lecoultre

3.4.5. Client purchase motivations (SPICES) P. 81 Lecoultre Openess

3.4.6. Different types of clients : P83 Jaegger Openess

3.4.7. Funnel Method of questioning P90 Lecoultre Openness

3.4.8. Turn the product-questions into client-centric questions P.94 Openess Lecoultre

3.5. Active listening

3.5.1. Good listening

3.5.1.1. Activity : écouter le podcast

3.5.2. Reformulate

3.6. Conversational skills

3.6.1. Picky client

3.6.2. Art of small talk

3.6.2.1. Mémo les 5 F

3.6.2.2. Activity : to say and not to say

4. 3. INSPIRE

4.1. Intro : It's a kind of magic

4.2. Emotions makes us reminder

4.2.1. Synchronised emotion

4.2.1.1. Activity : pairs Synchro LECOULTRE

4.2.2. Vidéo : Coca

4.3. Convey passion & uniqueness

4.3.1. Right words to use

4.3.1.1. Video : people will remember your story // mark zuchenberg

4.4. Personalized brand speech

4.4.1. Key topics to inspire (millenial, regular..)

4.4.2. Tell me about your Brand

4.5. Reassure

4.5.1. Answer to objections

4.5.1.1. Mémo : ACRA

4.5.2. Power of words

4.6. Encourage decisions

4.6.1. Conclude

4.6.1.1. Mémo : END technique

4.6.1.2. Vidéo : I have a Dream

4.6.2. Convey me

4.6.2.1. Use the right argument

5. 4. REVEAL

5.1. Intro : Shine like a diamond, Rihanna. Eyes of the Tiger

5.2. Create the perfect match

5.3. Relevant products

5.4. Additional items

5.5. Trial experience

5.6. Product presentation