1. Getting On
THE LIST
The 5 C’s of Customer Experience
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2. About Your Presenter
David van Toor
Business Owner, Corporate Executive
20 Years Business Leadership
New Zealand, Australia, SE Asia, USA
Managed operations for Epicor
Software & Sage Software
ACT!, & SalesLogix
Licensed Professional Business Coach
© No Plan B LLC, 2010
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3. The Customer Experience
Why it Matters
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4. © No Plan B LLC, 2010
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5. Your
Company
Name Here
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6. Every Body Has One...
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7. The Value of the Experience
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8. The Value of the Experience
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9. The Value of the Experience
$2.40 / lb
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10. The Value of the Experience
Product: $2.40 / lb
© No Plan B LLC, 2010
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11. The Value of the Experience
Product: $2.40 / lb
© No Plan B LLC, 2010
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12. The Value of the Experience
Product: $2.40 / lb
$25.00 / lb
© No Plan B LLC, 2010
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13. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb
© No Plan B LLC, 2010
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14. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb
© No Plan B LLC, 2010
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15. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb
© No Plan B LLC, 2010
$88.00 / lb
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16. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb
Unique Customer
Experience: $88.00 / lb
© No Plan B LLC, 2010
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17. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb 1042%
Unique Customer
Experience: $88.00 / lb
© No Plan B LLC, 2010
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18. The Value of the Experience
Product: $2.40 / lb
Customer
Experience: $25.00 / lb 1042%
Unique Customer
Experience: $88.00 / lb 3068%
© No Plan B LLC, 2010
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19. Customer Experience and Performance
Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments
© No Plan B LLC, 2010
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20. Customer Experience and Performance
Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments
© No Plan B LLC, 2010
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21. Customer Experience and Performance
Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments
© No Plan B LLC, 2010
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22. Customer Experience and Performance
[It appears] “...that
customer experience
leaders are somewhat
cushioned from the most
severe impacts of
economic downturns,
because they represent one
of the last places
consumers cut back and
one of the first places to
which they return?”
Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments
© No Plan B LLC, 2010
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23. The Disconnect
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24. The Disconnect
Eighty percent of companies believe they
deliver a superior customer
experience
[Bain & Company, Harvard Management Update]
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25. The Disconnect
Eighty percent of companies believe they
deliver a superior customer
experience
but only 8 percent of their customers
agree.
[Bain & Company, Harvard Management Update]
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26. The Customer Experience
The Elements
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27. The 5 C’s of Customer Experience
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28. The 5 C’s of Customer Experience
Constructed
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29. The 5 C’s of Customer Experience
Constructed
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30. The 5 C’s of Customer Experience
Constructed
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31. The 5 C’s of Customer Experience
Characteristic
Constructed
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32. The 5 C’s of Customer Experience
Characteristic
Constructed
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33. The 5 C’s of Customer Experience
Characteristic
Constructed
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34. The 5 C’s of Customer Experience
Characteristic
Constructed
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35. The 5 C’s of Customer Experience
Cohesive
Characteristic
Constructed
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36. The 5 C’s of Customer Experience
Cohesive
Characteristic
Constructed
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37. The 5 C’s of Customer Experience
Cohesive
Characteristic
Constructed
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38. The 5 C’s of Customer Experience
Compelling
Cohesive
Characteristic
Constructed
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39. The 5 C’s of Customer Experience
Consistent
Compelling
Cohesive
Characteristic
Constructed
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40. The 5 C’s of Customer Experience
Consistent
Compelling
Cohesive
Characteristic
Constructed
© No Plan B LLC, 2010
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41. The 5 C’s of Customer Experience
Consistent
Compelling
Cohesive
Characteristic
Constructed
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42. The Unique Customer Experience
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43. The Unique Customer Experience
Cu
e
iqu
sto
Un
me
r
Experience
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44. Impact of Social Media
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45. Impact of Social Media
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46. The Customer Experience
Creating the Plan
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47. © No Plan B LLC, 2010
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48. + Accessible
Consumers
+ Supportive
Organization
Valuation
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49. The First Step: UCE Statement
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50. The First Step: UCE Statement
What
Who
How
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51. The First Step: UCE Statement
• We help ...
What
• We do this by ...
Who
How
© No Plan B LLC, 2010
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52. The First Step: UCE Statement
• We get companies on their customer’s Most Desired Companies List
• We do this by creating a unique customer experience that they and their
What
customers are passionate about
• The approach we use results in their entire organization consistently delivering
their product or services to their customers in the way they desire
Who
How
© No Plan B LLC, 2010
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53. The First Step: UCE Statement
• We get companies on their customer’s Most Desired Companies List
• We do this by creating a unique customer experience that they and their
What
customers are passionate about
• The approach we use results in their entire organization consistently delivering
their product or services to their customers in the way they desire
• We are valued by ...
Who
How
© No Plan B LLC, 2010
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54. The First Step: UCE Statement
• We get companies on their customer’s Most Desired Companies List
• We do this by creating a unique customer experience that they and their
What
customers are passionate about
• The approach we use results in their entire organization consistently delivering
their product or services to their customers in the way they desire
• CEOs of established businesses because all their organization can rally around a single
shared purpose that results in increased growth.
Startup CEO’s because our approach results in an highly efficient business that can scale
Who
•
rapidly and efficiently.
• Small business owners as we assist them in gaining market share without significantly
increasing costs
How
© No Plan B LLC, 2010
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55. The First Step: UCE Statement
• We get companies on their customer’s Most Desired Companies List
• We do this by creating a unique customer experience that they and their
What
customers are passionate about
• The approach we use results in their entire organization consistently delivering
their product or services to their customers in the way they desire
• CEOs of established businesses because all their organization can rally around a single
shared purpose that results in increased growth.
Startup CEO’s because our approach results in an highly efficient business that can scale
Who
•
rapidly and efficiently.
• Small business owners as we assist them in gaining market share without significantly
increasing costs
• We are unique because ...
How
• When customers interact with us they feel ...
© No Plan B LLC, 2010
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56. The First Step: UCE Statement
• We get companies on their customer’s Most Desired Companies List
• We do this by creating a unique customer experience that they and their
What
customers are passionate about
• The approach we use results in their entire organization consistently delivering
their product or services to their customers in the way they desire
• CEOs of established businesses because all their organization can rally around a single
shared purpose that results in increased growth.
Startup CEO’s because our approach results in an highly efficient business that can scale
Who
•
rapidly and efficiently.
• Small business owners as we assist them in gaining market share without significantly
increasing costs
• We are unique because
• wWe combine a business coaching approach with the customer experience as our
How
objective
• 20 Years Leadership Experience and customer experience expertise means we do more
than just listen
• When customers interact with us they feel that they’ve received extraordinary value
© No Plan B LLC, 2010
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57. THe UCE Statement - Benefits
UCE
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58. THe UCE Statement - Benefits
Unique Offering
Specification
Customer Corridor
UCE
Experience
Specification
Customer
Experience Plan
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59. THe UCE Statement - Benefits
Website Design
Unique Offering
Specification
Marketing Campaigns
PR Initiatives
Customer Corridor
UCE Staff Training
Experience Curriculum
Specification
Customer Elevator Pitches
Experience Plan
New Product Design
© No Plan B LLC, 2010
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60. 17

61. We Will Get You On
The List
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62. David@noplanb.com
www.noplanb.com
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