Best Practices for Building a Market-Leading Customer Experience

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You already know you need a customer experience management program, but how do you justify it? And once you clear that hurdle, how do you implement it?

Subhra Das knows. As senior vice president, marketing and customer experience for du, the UAE’s premiere telecom company, he played a key role unseating the market leader and earning 42 percent market-share. It all happened within four years of the company’s launch, in the world’s most highly penetrated mobile market.

Join Das and co-presenter Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy, on Thursday, October 27, as they walk through the steps du took when building its deliberate, highly-regarded customer experience.

In this free webinar, Das will outline the seven aspects of du’s customer experience transformation program.

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Best Practices for Building a Market-Leading Customer Experience

  1. 1. Webinar Interface Review 1. Viewer Window 2. Control Panel GoToWebinar Example InterfaceBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 1
  2. 2. The Beyond Philosophy Perspective Customer Experience Thought leadership is New fourth book is all we do! our differentiator Is now available Global practice with offices in London, Atlanta Links with academia Focus on the emotional side of and partners in Africa, Asia and S. America Customer ExperienceBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 2
  3. 3. We are Proud to Have Helped Some Great Organizations…Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 3
  4. 4. … Around the Globe Key Beyond Philosophy client engagementsBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com
  5. 5. 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 www.beyondphilosophy.com
  6. 6. 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.Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 6
  7. 7. What we did at du Months 1 - 2 Months 3 - 4 Months 5 - 6 Program N2N Customer Emotional Moment Experience Preparation Assessment Experience Signature Mapping Economics Statement Strategy and Strategy and Alignment, Map Measure and Customization Map and Design, Alignment, Strategy and and Design, Monitor, and Program Evaluate and Evaluate and Alignment Evaluate and Strategy and Management Deploy Deploy Deploy, Measure Alignment and MonitorBeyond Philosophy © All rights reserved. 2001-2009 7 www.beyondphilosophy.com
  8. 8. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 8
  9. 9. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 9
  10. 10. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 10
  11. 11. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 11
  12. 12. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 12
  13. 13. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 13
  14. 14. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 14
  15. 15. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 15
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  20. 20. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 20
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  27. 27. Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 27
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  49. 49. Thank YouIf have questions, send them to us.We will collect and pass them to Subhra. events@beyondphilosophy.com Atlanta Office: +1 678 638 6162 London Office: +44 (0)207 917 1717 QaalfaDibeehi uk.linkedin.com/pub/qaalfa-dibeehi/0/81/371 www.beyondphilosophy.com

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