MY SURPRISING EXPERIENCE IN...
ED PEELEN, ED.PEELEN@ICSB.NL
Welke ervaring wacht je achter deze deur...
P l a t f o r m v ...
Even voorstellen
De mogelijkheden en het gedrag
Informatietoegang
• Vb.: de geïnformeerde DHZ’er
‘Global View’
Netwerken
• Van geïsoleerd n...
Ecosystem
• Resilient structures that are able to adapt to
changes in the environment, and as fragile
structures that can ...
Titel – Dia met tekst
Wonen in 2030
De experience
The value is in the individual, not in the service
Gebeurtenis
Context
Persoonlijke
relevantie
Betrokkenheid...
Emoties en de experience
Being in the experience and
reflecting on the experience
Suggestion: Tedx: The riddle of happiness
Customer experience
Source: Sampson Lee & Tote-M
Car park
kids
Routing
Assortment
What I was looking for…
Queuing
Construc...
Customer experience
Source: Sampson Lee & Tote-M
Car park
kids
Routing
Assortment
What I was looking for…
Queuing
Construc...
Customer experience
Source: Sampson Lee & Tote-M
Car park
kids
Routing
Assortment
What I was looking for…
Queuing
Construc...
Customer experience
Source: Sampson Lee & Tote-M
Car park
kids
Routing
Assortment
What I was looking for…
Queuing
Construc...
End goalwebsite Parking
lot
store restaurant Check
out
Going
home
Clean upObjectives
customer
orient
warehouse construct
p...
Customer experience
Importance for customer
Importanceforbrand
Customer experience
Importance for customer
Importanceforbrand
Bron: Pine en Korn (2011) De multiverse
70% consumenten
verwacht self service
Ook op de website
In onze journey...
Persoonlijke service
Coolblue: De winkel als digitale catalogus
23
Google: explosion of the number of used informatin sources during purchase cycle
The challenge
The approach...?
Toch even Confucius
Maar dan wel andere slotwoorden
Niet denken vanuit de winkel en de kassa
Vertrekpunt is de mens en zij...
My Customer Experience in...
My Customer Experience in...
My Customer Experience in...
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My Customer Experience in...

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lezing Platform voor Klantgericht Ondernemen over customer experience en omni channels

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My Customer Experience in...

  1. 1. MY SURPRISING EXPERIENCE IN... ED PEELEN, ED.PEELEN@ICSB.NL Welke ervaring wacht je achter deze deur... P l a t f o r m v o o r K l a n t g e r i c h t O n d e r n e m e n
  2. 2. Even voorstellen
  3. 3. De mogelijkheden en het gedrag Informatietoegang • Vb.: de geïnformeerde DHZ’er ‘Global View’ Netwerken • Van geïsoleerd naar ‘connected’ Experimenteren • Koken, tuinieren, ... Activisme • Activisten versnellen aanpassingen Bron: Prahalad
  4. 4. Ecosystem • Resilient structures that are able to adapt to changes in the environment, and as fragile structures that can collapse • Members in the eco system are interdependent • Species evolve (change) in and endless reciprocal cycle • There are dominant combinations; they lose leadership if things change too radically • Metaphor to business; specific form of network or value constellation
  5. 5. Titel – Dia met tekst Wonen in 2030
  6. 6. De experience The value is in the individual, not in the service Gebeurtenis Context Persoonlijke relevantie Betrokkenheid De babykamer,… het ontruimen van het huis voor vertrek naar verzorgingstehuis,… de nieuwe keuken… Individuele consument Source: Prahalad et al.
  7. 7. Emoties en de experience
  8. 8. Being in the experience and reflecting on the experience Suggestion: Tedx: The riddle of happiness
  9. 9. Customer experience Source: Sampson Lee & Tote-M Car park kids Routing Assortment What I was looking for… Queuing Constructing Appearance at home
  10. 10. Customer experience Source: Sampson Lee & Tote-M Car park kids Routing Assortment What I was looking for… Queuing Constructing Appearance at home Not preferred
  11. 11. Customer experience Source: Sampson Lee & Tote-M Car park kids Routing Assortment What I was looking for… Queuing Constructing Appearance at home Contrast: pleasure – pain gap
  12. 12. Customer experience Source: Sampson Lee & Tote-M Car park kids Routing Assortment What I was looking for… Queuing Constructing Appearance at home
  13. 13. End goalwebsite Parking lot store restaurant Check out Going home Clean upObjectives customer orient warehouse construct park Look select eat, drink, relax Collect articles pay transport construct functionalemotional 0 10 0 10 ideas ©Zeeno,
  14. 14. Customer experience Importance for customer Importanceforbrand
  15. 15. Customer experience Importance for customer Importanceforbrand
  16. 16. Bron: Pine en Korn (2011) De multiverse
  17. 17. 70% consumenten verwacht self service Ook op de website In onze journey...
  18. 18. Persoonlijke service
  19. 19. Coolblue: De winkel als digitale catalogus
  20. 20. 23 Google: explosion of the number of used informatin sources during purchase cycle
  21. 21. The challenge
  22. 22. The approach...?
  23. 23. Toch even Confucius Maar dan wel andere slotwoorden Niet denken vanuit de winkel en de kassa Vertrekpunt is de mens en zijn (life) event en zijn leefwereld (ecosysteem) Het helpt om vanuit toekomstbeelden terug te werken Mensen staan er verschillend in Experiences zijn vooral ook emotioneel Experiences voltrekken zich langs meerdere kanalen; de klant kiest... Laat ze elkaar versterken... Faciliteer een rijkere beleving Klanten hebben meer informatie nodig... In ieder geval verwachten klanten inspiratie, self/persoonlijke/crowd service,... Verander bijvoorbeeld volgens de lean principes, in een heldere richting,...
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