Your SlideShare is downloading. ×
0
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Introduction Conexperience
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Introduction Conexperience

354

Published on

customer, experience, management, journey, mapping, service, design, experience, improve, marketing.

customer, experience, management, journey, mapping, service, design, experience, improve, marketing.

Published in: Marketing
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
354
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
21
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Customer Experience Management by Conexperience Map the Customer Journey Understand the Customer
  • 2. Manage the Customer Journey and improve the customer experience.   Designthe customer journey by using urgencyand fun, by going on a journey yourself and use Customer Journey Mapping. Philosophy Conexperience
  • 3. Customers want more and more, because of transparency and innovation. Good is not good enough anymore Social media and the technical revolution have impact on customer behavior Companies needs to be special and stand out using experiences next to products, services and quality Managing the whole customer process is necessary for an outstanding customer experience in a multichannel environment Why?
  • 4. 1. Customer Arena How? Four concepts of Conexperience to: think and act ‘outside-in’ create sense of excitement touch the heart of employees validate existing information be able to repeat it yourself 4 2. Customer Interview 3. Customer Safari 4. CJM workshop •  Inviting customers to have a dialogue in the building of your company •  Discuss moments of magic and moment of pain •  Let employees and directors listen •  Let employees and directors ask questions •  Co-create improvement points Goal: feel the experience Goal: experience it yourself Goal: understand the emotions Goal: create journey maps •  Interview customer one-on- one •  Create a save environment •  Ask about emotions and opinions •  Use a question list, but make it natural •  Validate found improvement points •  Interviewing between 4 and 9 customers is enough •  Use methodology for Customer Journey Mapping •  Find episodes, choose touchpoints, make scenario’s, add emotions, fill Touchpoint Dashboard •  Merge withValue Stream Map to identify improvements points internally and externally •  Send employees on a safari and let them experience the real customer experience •  Let them use their a camera •  Use a diary to let them write down what they see, feel, hear, experience and think •  Give them an assignment, e.g. found processes to improve or a customer complaint
  • 5. Touchpoint Dashboard is online software for - Mapping the Customer Journey -Visualizing what is not yet visible - Working together on customer experience - Analyzing touchpoints - Saving time and money What?
  • 6. Method workshop

×