How a customer experiences your organisation determines your revenue and your costs. Now more than ever we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy withing your organisation.

1. Becoming Customer Centric Presented by Peter Cooke

2. Not Technical.
Sorry.
Not Really...

3. About me.
Practice Lead – Digital & Experience Design
• Over 10 Years Designing Digital Products
• User Experience
• Customer Experience
• Service Design
• Digital Strategy

4. The Problem.

5. 80%
of service companies believe
that they have a superior
service proposition.
8%
of customers agree
Source: Bain Customer-Led Growth Diagnostic Questionnaire; Salmetrix.

6. We Have An Inside Out View.
Not Outside In.

7. It Is The Customer Who Determines What Your
Business Is. It’s Success. It’s Relevance. It’s Failure.
What Your Business Thinks It Does, Doesn’t
Matter.

8. What is it like to experience your
organisation?

9. We Think The Journey Is
This:

10. When It Is Actually This:

11. It’s Time To Think Differently.

12. Customer Experience (CX) Design.

13. Impact of Customer Journey Led Transformation
10% Reduction in Cost
to Serve
20% Growth in
Customer Satisfaction
20% Uplift In Customer
Conversion
20% Reduction In
Customer Churn
10% Boost In Revenues
From CLV
20% Decrease In
Complaints
McKinsey & Company

14. Designing Customer Experiences.

15. To Improve The Customer Experience,
You Need To Understand The
Customer Experience.

16. Step 1 – Don’t Buy Any Technology.
Yet…

17. Step 2 - Set Tangible Goals.
No Fluff.

18. Step 2 - Set Tangible Goals.
For Example:
• Increase conversions by 15%
• Reduce cost per acquisition (CPA) by 20%
• Increase Customer Lifetime Value by 11%
• Increase Net Promoter Score by 10%

19. Step 3 - Understand Your Target People.

20. Step 3 – Understand Your Customer
Tools:
• Persona Creation – Qualitative & Quantitative Data
• Customer Journey Mapping & Interpretation

21. Personas
• Creates Empathy In Our Thinking
• Allows a ‘Co-Design’ Approach
• Stops Us From Designing For Ourselves
• Discover And Validate The ‘What’, How And Then
Understand The ‘Why’.

22. Personas

23. • Articulate the customer’s cross-channel experience
• Captures what the customer is doing, thinking, and/or
feeling throughout their engagement with the service
offering.
• Allows organisations greater influence.
• Baselines the current state.
23
Customer Journey Map

24. Phase
Customer
Objective
Awareness
Organisational
Objective
The customer is
becoming aware of
your brand through
many channels and is
starting to consider
you as a possible
option.
Become familiar and
influence. Collect
personal data.
Consideration &
Evaluation
The customer is
evaluating you against
competitors, external
factors, social
expectations.
Begin to utilise
behaviour to have a
personal discussion.
Post-Purchase
Customer requires
further validation.
Begins searching for
complimentary
products/services.
Reinforce purchase,
Suggest additional
offerings, resolve
conflict.
Retention
The customer is
questioning your
relevance to them
and if they feel
valued.
Continue to provide
relevant value and
engagement.
Purchase
The customer has
committed to
purchase. Has
preconceived
expectations of
purchase.
Orchestrate perfect
‘moment of truth’.

25. Journey Map

26. Step 4 - Build Their Journey.

27. Implementation
• Build/Configure CRM & CMS To Support New Journey
Requirements.
• Create Content (i.e. email, Web, etc.) That Addresses
Each Feeling/Concern/Question For Each Stage.
• Automate.
• Create A Personalisation and Digital Strategy.

28. Step 5 - Learn & Adapt.

29. Adapt
Repeat
Learn

30. Step 6 - Make It An Obsession.

31. What is it like to experience your
organisation?

32. Thank you.