Best Practices for Building a Market-Leading Customer Experience

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1Beyond Philosophy © All rights reserved. 2001-2011

www.beyondphilosophy.com 2Beyond Philosophy © All rights reserved. 2001-2011

The Beyond Philosophy Perspective

Customer Experience is all we do!

Thought leadership is our differentiator

Global practice with offices in London, Atlanta

and partners in Africa, Asia and S. America

New fourth book Is now available

Focus on the emotional side of Customer Experience

Links with academia

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We are Proud to Have Helped Some Great Organizations…

Beyond Philosophy © All rights reserved. 2001-2011


… Around the Globe

Key Beyond Philosophy client engagements



Best Practices for Building a Market-Leading Customer Experience

Subhra Das, Senior Vice President, Marketing & Customer Experience, du

Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy

Zhecho Dobrev, Consultant, Beyond Philosophy


Learning Objectives

• How to quickly establish a market-leading customer experience.

• Techniques to differentiate a commoditized offering a saturated market through customer experience.

• Ways to evaluate your strategic imperatives.

• How to build a case for customer experience transformation.

• Methods to examine key customer experience principles all companies must consider.

6Beyond Philosophy © All rights reserved. 2001-2011


Customization and Program Management

Measure and Monitor, Strategy and Alignment

Strategy and Alignment, Evaluate and Deploy

Map and Design, Evaluate and Deploy

Months 1 - 2 Months 3 - 4 Months 5 - 6

Strategy and Alignment, Map and Design, Evaluate and Deploy, Measure and Monitor

What we did at du

Strategy and Alignment


Program Preparation

Experience Economics

N2N Assessment

Moment Mapping

Emotional Signature

Customer Experience Statement

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If have questions, send them to us. We will collect and pass them to Subhra.

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Atlanta Office: +1 678 638 6162London Office: +44 (0)207 917 1717

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Education

Best Practices for Building a Market-Leading Customer Experience