The New Customer Experience Landscape, CANUX 09

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2 likes•815 views

Lane Becker

Given at the Banff Center for the Arts, 11/13/09.

Technology Business Education

Where Social Systems
meets Customer Service
Product Ideation Immersive Testing Launch Customer Service
New Products, Buyers, Features, Buzz, Promotion, Problems, Questions,
New Uses Pricing, Service Marketing Ideas

Where Social Systems
meets Customer Service
Customer Service Product Ideation Immersive Testing Launch
Problems, Questions, New Products, Buyers, Features, Buzz, Promotion,
Ideas New Uses Pricing, Service Marketing

Social Effects

http://www.ﬂickr.com/photos/claudio_ar/

ʼ’

Losing Control:
8 Steps to Success in a post 2.0 World

http://www.ﬂickr.com/photos/takomabibelot/

1. Organizations understand their
customers are out there now.

2. Every part of the organizational value
chain is now aware of the customer,
and the impact that can have on their
piece of the business.

3. Most organizations have no idea what
to do about that.

ʼ’

http://www.ﬂickr.com/photos/generated/

Lane Becker
Email me at lane@getsatisfaction.com
AIM me at monstro9
Follow me on Twitter @monstro
Or on Facebook at /laneb
Or even give me a call at 1-415-867-1708

http://www.ﬂickr.com/photos/blackbeltjones/

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The New Customer Experience Landscape, CANUX 09

1. http://www.ﬂickr.com/photos/kendrick/

4. “blog”

10. 28,000 companies

11.

12. Where Social Systems meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas

13. Where Social Systems meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects

14. http://www.ﬂickr.com/photos/kendrick/

15. http://www.ﬂickr.com/photos/claudio_ar/ ʼ’

16.

17.

18.

19.

20. Losing Control: 8 Steps to Success in a post 2.0 World

21.

22.

23.

24.

25.

26.

27. http://www.ﬂickr.com/photos/takomabibelot/

28.

29. http://www.ﬂickr.com/photos/claudio_ar/

30. http://www.ﬂickr.com/photos/libraryman/

31. http://www.ﬂickr.com/photos/kendrick/

32. 1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.

33. http://www.ﬂickr.com/photos/bachmont/

34.

35. ʼ’ http://www.ﬂickr.com/photos/generated/

36.

37.

38.

39.

40. http://www.ﬂickr.com/photos/oskay/

41.

42.

43.

44. http://www.slideshare.net/leisa/

45.

46.

47.

48.

49.

50.

51.

52.

53.

54.

55.

56. ʼ’

57.

58.

59. ʼ’

60.

61.

62.

63.

64.

65. ʼ’

66. ʼ’

67. 1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?

68. In Summary

69.

70.

71. http://www.ﬂickr.com/photos/claudio_ar/

72. http://www.ﬂickr.com/photos/libraryman/

73. 1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.

74. http://www.ﬂickr.com/photos/kendrick/

75. 1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?

76. Lane Becker Email me at lane@getsatisfaction.com AIM me at monstro9 Follow me on Twitter @monstro Or on Facebook at /laneb Or even give me a call at 1-415-867-1708 http://www.ﬂickr.com/photos/blackbeltjones/

The New Customer Experience Landscape, CANUX 09

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