Sxsw 2011 Colin Shaw V 1.1
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Presentation given by Colin Shaw at SXSW 2011.
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Sxsw 2011 Colin Shaw V 1.1
- 1. Customer Experience: Future trends & Insights Colin Shaw Founder, Beyond Philosophy #BeyPhil @ColinShaw_CX
- 2. Key Strategic questions… Who are your Customer? What is the experience you are trying to deliver? What are the emotions you are trying to evoke? What is your subconscious experience? What do your Customers really want and what drives value? Is your experience deliberate? How Customer centric is your organisation? 2 © Beyond Philosophy 2001-2011 All rights reserved
- 4. Social Media
- 5. Customers
- 6. Business
- 7. Personal
- 8. Neuroexperience© Beyond Philosophy 2001-2011 All rights reserved
- 9. 85% of senior business leaders say that just differentiating on the rational aspects is no longer sustainable… 4
- 10. Rational and Conscious Emotional and Subconscious 5 © Beyond Philosophy 2001-2011 All rights reserved
- 11. 6 What customers say they desire What drives business value © Beyond Philosophy 2001-2011 All rights reserved
- 12. 7 © Beyond Philosophy 2001-2011 All rights reserved www.beyondphilosophy.com
- 13. 8 © Beyond Philosophy 2001-2011 All rights reserved
- 14. 9 © Beyond Philosophy 2001-2011 All rights reserved
- 15. 10 © Beyond Philosophy 2001-2011 All rights reserved
- 16. 11 © Beyond Philosophy 2001-2011 All rights reserved
- 17. Do they care for me? 12 © Beyond Philosophy 2001-2011 All rights reserved
- 18. ? 13 © Beyond Philosophy 2001-2011 All rights reserved
- 19. 14 © Beyond Philosophy 2001-2011 All rights reserved
- 20. Overall Social Media Emotional Profile... 15 © Beyond Philosophy 2001-2011 All rights reserved
- 21. Headlines of what did we discover… Social media is driven by emotions Maslow ‘Hierarchy of needs’ theory is alive and well..but being ignored…. Most organisations are simply replicating their transactional Customer Experience to social media, thus losing a massive opportunity… How customer feels when using social media drives considerable value… Customers comparing their Social Experience with a normal Customer Experience, and find it wanting… 16 © Beyond Philosophy 2001-2011 All rights reserved
- 22. 17 BeyondPhilosophy.com #BeyPhil @ColinShaw_CX © Beyond Philosophy 2001-2011 All rights reserved
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- THANK YOU! We enjoyed the opportunity to interact with you today.Please complete the SHORT survey that includes an opportunity to receive a copy of this webinar information. We appreciate your feedback as we strive to continually improve our customer experience.Our next webinar will be held on August 19th . If you’d like to participate, please go to our website listing for webinars and register.Should you have questions or want additional information, please contact us.