Experience

e x p e r i e n c e

SENSATIONS

for decades we were forced to consume and behave like companies thought

was right…

suddenly, the movement changes. Now companies have more trouble hitting,

predicting and understanding what

customers

wants of their products ...

there are many examples of grotesque

failures ...

even those we never expected that failed

... have failed ! ...

And believe me…

It´s easy to

So, what the

Big deal?

we have changed

So, now we individually

And this could be

or

but, we individually

VALUE OF CUSTOMERS

strategy

Touch point

execution Source: 2010 effective experience framework 2.0 - G-CEM (Global Customer Experience Management Organization)

Some clues

consumers crave experiences as they have become more affluent

The ultimate wish list: 1. Swim with dolphins. 2. Dive on the Great Barrier Reef. 3. Fly on Concorde. 4. Whale watching. 5. Dive with sharks. 6. Skydiving. 7. Fly in a hot air balloon. 8. Fly in a fighter jet. 9. Go on safari.

BBC TV survey of 20,000 people

So, allow us to introduce you the 6 laws

Every interaction creates a personal reaction.

People are instinctively self-‐centered.

Customer familiarity breeds alignment.

Unengaged employees don't create engaged customers.

Employees do what is measured, incented, and celebrated.

You can't fake it.

Source: The Six Laws Of Customer Experience by Bruce Temkin

You can't fake it.

If your company is not prepared Or willing to be…

CUSTOMER ORIENTED

Thank you!

Larry sackiewicz @larrybr

bibliography

Take Their Breath Away: How Imaginative Service Creates Devoted Customers by Chip R. Bell and John R. Patterson RFID Improving the Customer Experience by Mickey Brazeal Revolutionize Your Customer Experience by Colin Shawn Effective Experience Framework 2.0 by G-CEM The Six Laws Of Customer Experience by Bruce Temkin You Had Me At Hello - SECRETS OF APPLE’S RETAIL CUSTOMER EXPERIENCE EXPOSED ARTICLE by Mike Wittenstein