Chadel Meaningful Customer Experiences 2006
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A presentation (workshop) on how to design and specify meaningful customer experiences based on senses and emotions http://www.chadel.ch http://www.aesthetikon.com http://www.remichadel.ch
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Chadel Meaningful Customer Experiences 2006
- 1. CHADEL & CIE Meaningful customer experiences Lausanne Novembre 2006 Copyright CHADEL & CIE
- 2. Café de Flore: un avant-goût de café Progression du prix de l’offre $4 $3 $2 $1 Progression de la valeur de l’offre Produit Service Experience Matière première Source: The experience economy, B. Joseph Pine II & James H. Gilmore Copyright CHADEL & CIE
- 3. McClean: le bien-être se paie au prix fort « Woo hoo hoo! It was realy really nice. Well worth my 75 cents… Nice nice toilets in Switzerland. » Annie, USA Copyright CHADEL & CIE
- 4. Kristallwelten: le crystal sous toutes ses formes Copyright CHADEL & CIE
- 5. Quels sont les points communs entre ces illustrations? Copyright CHADEL & CIE
- 6. Comment se traduisent ces principes dans vos business respectifs? Copyright CHADEL & CIE
- 7. Emotions... “Unfortunately, one of the most significant things ever said about emotion may be that everyone knows what it is until they are asked to define it.” Joseph Ledoux,The Emotional Brain Copyright CHADEL & CIE
- 8. Les émotions primaires • Hostility, resentement, • Affliction, loneliness, violence, indignation, depression animosity Sadness Anger • Happiness, joy, • Anxiety, nervosity, proudness, satisfaction, Pleasure horror, panic Fear extasy Primary emotions Love Disgrace Shame Surprise • Approbation,friendship, • Aversion, disgust confidence, adoration • Stupefaction, • Humiliation, regret, astonishment, shock contrition Sources: Emotional Intelligence, Daniel Goleman Copyright CHADEL & CIE
- 9. Au cours d’une expérience, il existe 4 niveaux de perception Suspense Surprise (less) Sacrifice Satisfaction Copyright CHADEL & CIE
- 10. Affinez les nouveaux business models mis en place Copyright CHADEL & CIE
- 11. Finalisons l’expérience Be original! Be brilliant! Be classy! Copyright CHADEL & CIE
- 12. Etape 1 Choisir un produit ou service et créer l’expérience marketing Copyright CHADEL & CIE
- 13. Etape 2 Thématiser et élaborer l’expérience Copyright CHADEL & CIE
- 14. Etape 3 Identifier et élaborer la “signature” Copyright CHADEL & CIE
- 15. Etape 4 Ecrire le synopsis et synthétiser la séquence Copyright CHADEL & CIE
- 16. Wrap up ssion Copyright CHADEL CIE