Customer Experience: Future trends & Insights<br />Colin Shaw<br />Founder, Beyond Philosophy<br />#BeyPhil<br />@ColinSha...
Key Strategic questions…<br />Who are your Customer?<br />What is the experience you are trying to deliver?<br />What are ...
Customer Experience: Future Trends & Insights<br />3<br /><ul><li>Experience Psychology
Social Media
Customers
Business
Personal
Neuroexperience</li></ul>© Beyond Philosophy 2001-2011    <br />All rights reserved<br />
85% of senior business leaders say that just differentiating on the rational aspects is no longer sustainable…<br />4<br />
Rational and Conscious <br />Emotional  and Subconscious <br />5<br />© Beyond Philosophy 2001-2011    <br />All rights re...
6<br />What customers say they desire<br />What drives business value<br />© Beyond Philosophy 2001-2011    <br />All righ...
7<br />© Beyond Philosophy 2001-2011   <br /> All rights reserved<br />www.beyondphilosophy.com<br />
8<br />© Beyond Philosophy 2001-2011    All rights reserved<br />
9<br />© Beyond Philosophy 2001-2011    All rights reserved<br />
10<br />© Beyond Philosophy 2001-2011    All rights reserved<br />
11<br />© Beyond Philosophy 2001-2011    <br />All rights reserved<br />
Do they care for me?<br />12<br />© Beyond Philosophy 2001-2011    All rights reserved<br />
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Sxsw 2011 Colin Shaw V 1.1

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Presentation given by Colin Shaw at SXSW 2011.

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  • THANK YOU! We enjoyed the opportunity to interact with you today.Please complete the SHORT survey that includes an opportunity to receive a copy of this webinar information. We appreciate your feedback as we strive to continually improve our customer experience.Our next webinar will be held on August 19th . If you’d like to participate, please go to our website listing for webinars and register.Should you have questions or want additional information, please contact us.
  • Sxsw 2011 Colin Shaw V 1.1

    1. 1. Customer Experience: Future trends & Insights<br />Colin Shaw<br />Founder, Beyond Philosophy<br />#BeyPhil<br />@ColinShaw_CX<br />
    2. 2. Key Strategic questions…<br />Who are your Customer?<br />What is the experience you are trying to deliver?<br />What are the emotions you are trying to evoke?<br />What is your subconscious experience?<br />What do your Customers really want and what drives value?<br />Is your experience deliberate?<br />How Customer centric is your organisation?<br />2<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    3. 3. Customer Experience: Future Trends & Insights<br />3<br /><ul><li>Experience Psychology
    4. 4. Social Media
    5. 5. Customers
    6. 6. Business
    7. 7. Personal
    8. 8. Neuroexperience</li></ul>© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    9. 9. 85% of senior business leaders say that just differentiating on the rational aspects is no longer sustainable…<br />4<br />
    10. 10. Rational and Conscious <br />Emotional and Subconscious <br />5<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    11. 11. 6<br />What customers say they desire<br />What drives business value<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    12. 12. 7<br />© Beyond Philosophy 2001-2011 <br /> All rights reserved<br />www.beyondphilosophy.com<br />
    13. 13. 8<br />© Beyond Philosophy 2001-2011 All rights reserved<br />
    14. 14. 9<br />© Beyond Philosophy 2001-2011 All rights reserved<br />
    15. 15. 10<br />© Beyond Philosophy 2001-2011 All rights reserved<br />
    16. 16. 11<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    17. 17. Do they care for me?<br />12<br />© Beyond Philosophy 2001-2011 All rights reserved<br />
    18. 18. ?<br />13<br />© Beyond Philosophy 2001-2011 All rights reserved<br />
    19. 19. 14<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    20. 20. Overall Social Media Emotional Profile...<br />15<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    21. 21. Headlines of what did we discover…<br />Social media is driven by emotions<br />Maslow ‘Hierarchy of needs’ theory is alive and well..but being ignored….<br />Most organisations are simply replicating their transactional Customer Experience to social media, thus losing a massive opportunity…<br />How customer feels when using social media drives considerable value…<br />Customers comparing their Social Experience with a normal Customer Experience, and find it wanting…<br />16<br />© Beyond Philosophy 2001-2011 <br />All rights reserved<br />
    22. 22. 17<br />BeyondPhilosophy.com<br />#BeyPhil<br />@ColinShaw_CX<br />© Beyond Philosophy 2001-2011 All rights reserved<br />

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