One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting |...
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ALD & 4CC @ bdma dcongress 2013

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Presentation by ALD Automotive and 4C Consulting at the 2013 bdma dcongress

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ALD & 4CC @ bdma dcongress 2013

  1. 1. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens
  2. 2. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Agenda 01 Context & Objectives 02 The Age of the Customer 03 Communication Guidelines 04 Looking forward
  3. 3. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens ALD Automotive Market leader in Fleet Management & Operational Leasing Subsidiary of Third largest leasing company worldwide 4.200 employees in 37 countries Managing 1 million vehicles 67 000 vehicles 230 employees 3
  4. 4. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Avalanche of good will
  5. 5. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens
  6. 6. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens How will we beat the competition?
  7. 7. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens What should people remember about us?
  8. 8. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Agenda 01 Context & Objectives 02 The Age of the Customer 03 Communication Guidelines 04 Looking forward
  9. 9. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Age of the Customer Power comes from engaging on an emotional level with empowered customers Age of Information Connected PCs and supply chains mean those who control the information flow dominate Age of Distribution Global connections and transportation systems make distribution key Age of Manufacturing Mass manufacturing makes individual power houses successful
  10. 10. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Pay more long-term business value great customer experiences Buy more Stay loyal Forgive hiccups emotional customer engagement Cost less Promote you
  11. 11. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens We are living in a material world Madonna
  12. 12. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens We are living in an experience world Lady Gaga
  13. 13. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Deliberate long-term business value great customer experiences Consistent Emotional emotional customer engagement
  14. 14. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Reason leads to conclusions Emotion leads to action Donald B. Calne Emotions color how an experience will be remembered Donald A. Norman
  15. 15. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens
  16. 16. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens 9 8 8 7 7 6 6 5 5 4 4 3 3 2 2 1 1 0 Pain intensity 9 0 1 Group A 1 5 5 10 10 15 15 20 20 25 Duration (minutes) Group B 9 Group B 8 Pain intensity Colonoscopy procedure on two groups of patients 7 6 5 4 3 2 1 0 1 http://www.ted.com/talks/lang/dut/daniel_kahneman_the_riddle_of_experience_vs_memory.html 5 10 15 Duration (minutes) 20 25 25
  17. 17. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens What’s the identity of the ALD customer experience?
  18. 18. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Strategic Positioning | CM & Jung Freedom Crawford-Mathews Ego Social “Myth of Excellence” Dominate (D) “Customers seek your company” Differentiate (d) “Customers prefer your company” Order 18
  19. 19. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Experience Identity | Framework We want to make our customers feel If our customers describe us, they say we are Positive emotions Traits We avoid that our customers feel We always try to Negative emotions Behaviour 19
  20. 20. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens One Ready Smile
  21. 21. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Agenda 01 Context & Objectives 02 The Age of the Customer 03 Communication Guidelines 04 Looking forward
  22. 22. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens One-Ready-Smile vs. Communication 22
  23. 23. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Communication guidelines 23
  24. 24. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Communication guidelines 24
  25. 25. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Glasbreuk
  26. 26. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Glasbreuk
  27. 27. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Bevestiging
  28. 28. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Agenda 01 The Age of the Customer 02 Looking back 03 Communication Guidelines 04 Looking forward
  29. 29. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens long-term business value emotional customer engagement
  30. 30. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens Book us for experience inspiration: • Conference speaking • Inspiration workshops Hire us for experience transformation: • Experience vision • Experience identity design • Emotional Signature • Journey design • Moments of Truth transformation • Cultural Change • XpM training & coaching • Organisational Alignment Geert Martens, Partner Strategy, Customer Experience & Cross-Channel • Mobile: +32 477 365 166 • Email: geert.martens@4cconsulting.com • Twitter: @geert_martens • Linkedin: http://be.linkedin.com/in/martensgeert • Slideshare: http://www.slideshare.net/gmartens
  31. 31. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens About 4C Consulting | Our service portfolio Customer Experience Management Experience Identity | Customer Journeys | Moments of Truth | Cross-channel | Unique Customer View | CRM Roadmap | Cultural Change Marketing Excellence • • • • Sales Excellence Marketing Maturity Assessment Campaign Management & Automation Campaign Management Outsourcing Marketing Resource Management • • • • SFA Management & Automation Sales Portfolio Management Sales Middle Office Training & Coaching Service Excellence • Customer Service Automation • Self Service Strategy & Management • Complaints Handling Customer Insight Management Intelligent reporting | Data Quality | Data Integration | Advanced Analytics 31
  32. 32. One, Ready, Smile! | The ALD Customer Experience | 24th October 2013 | Prepared for bdma dcongress 2013 by 4C Consulting | @geert_martens 4C Consulting | Our Customers 32
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