Weitere ähnliche Inhalte
Ähnlich wie Understanding the customer experience (20)
Mehr von Thierry de Baillon (7)
Kürzlich hochgeladen (20)
Understanding the customer experience
- 2. “Customer Experience is the sum of all experiences a customer has with a
supplier of goods or services, over the duration of their relationship with
that supplier. From awareness, discovery, attraction, interaction,
purchase, use, cultivation and advocacy.”
Wikipedia
A journey composed of many discrete factual interactions and
emotional experiences with a company, its goods and services
Information Transaction Use
© Transitive Society 2012 - Confidential November 2012 Transitive Society 2
- 9. Customers bring in their own context
at any given time
© Transitive Society 2012 - Confidential November 2012 Transitive Society 9
- 10. Unfortunately, facts cannot be dissociated from emotions
© Transitive Society 2012 - Confidential November 2012 Transitive Society 10
- 12. She actually saw that
© Transitive Society 2012 - Confidential November 2012 Transitive Society 12
- 13. You cannot provide customers with a great
experience, you can provide them with all the
resources needed for them to build a great
experience at each step of their journey.
©
31Volts
© Transitive Society 2012 - Confidential November 2012 Transitive Society 13
- 14. Customer Experience is the outcome
from a company’s best efforts
to make a proposition which will match
customers’ attempts to get their job done.
© Transitive Society 2012 - Confidential November 2012 Transitive Society 14
- 16. First person WOM trumps corporate information
© Transitive Society 2012 - Confidential November 2012 Transitive Society 16
- 17. It’s about THEM, not about YOU
© Transitive Society 2012 - Confidential November 2012 Transitive Society 17
- 18. They are crying for help, not for service
© Transitive Society 2012 - Confidential November 2012 Transitive Society 18
- 20. Learn about your customers’ job-to-be-done
“If I had asked people what they wanted, they
would have said faster horses.”
Henry Ford
A faster way to get from A to B
Customers often do not mean what they say
© Transitive Society 2012 - Confidential November 2012 Transitive Society 20
- 22. Organize for connectedness
Trading with human social beings is a social process
F acilitate internal and external interaction
L oosen processes for exceptions handling
U se small and fast real-world experimentations
I nspire a culture of learning
D esign for empathy
© Transitive Society 2012 - Confidential November 2012 Transitive Society 22
- 23. Thank You!
Thierry de Baillon
+33 (0)6 11 62 49 80
tdebaillon@transitive-society.com
t_de_baillon
fr.linkedin.com/in/debaillon
@tdebaillon
www.transitive-society.com
www.debaillon.com
www.thefutureofcollaboration.com
© Transitive Society 2012 - Confidential November 2012 Transitive Society 23