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The New Customer Experience Landscape, CANUX 09

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Given at the Banff Center for the Arts, 11/13/09.

Given at the Banff Center for the Arts, 11/13/09.

Published in: Technology, Business, Education
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  • 1.         http://www.flickr.com/photos/kendrick/
  • 2. “blog”
  • 3. 28,000 companies
  • 4. Where Social Systems meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  • 5. Where Social Systems meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  • 6.         http://www.flickr.com/photos/kendrick/
  • 7. http://www.flickr.com/photos/claudio_ar/         ʼ’
  • 8.        
  • 9.      
  • 10.    
  • 11.          
  • 12. Losing Control: 8 Steps to Success in a post 2.0 World
  • 13.                          
  • 14.      
  • 15.        
  • 16.      
  • 17.        
  • 18.            
  • 19. http://www.flickr.com/photos/takomabibelot/    
  • 20.  
  • 21. http://www.flickr.com/photos/claudio_ar/  
  • 22.   http://www.flickr.com/photos/libraryman/
  • 23.             http://www.flickr.com/photos/kendrick/
  • 24.   1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  • 25. http://www.flickr.com/photos/bachmont/  
  • 26. ʼ’ http://www.flickr.com/photos/generated/
  • 27.    
  • 28.      
  • 29.          
  • 30.                                                                    
  • 31. http://www.flickr.com/photos/oskay/      
  • 32.  
  • 33.          
  • 34.       http://www.slideshare.net/leisa/
  • 35.    
  • 36.    
  • 37.  
  • 38.                                                     ʼ’                                                            
  • 39.    
  • 40. ʼ’                
  • 41.  
  • 42.  
  • 43.    
  • 44.                                                      
  • 45.             ʼ’              
  • 46.                 ʼ’          
  • 47.           1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?
  • 48. In Summary
  • 49. http://www.flickr.com/photos/claudio_ar/
  • 50. http://www.flickr.com/photos/libraryman/
  • 51.   1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  • 52. http://www.flickr.com/photos/kendrick/
  • 53.           1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?
  • 54. Lane Becker Email me at lane@getsatisfaction.com AIM me at monstro9 Follow me on Twitter @monstro Or on Facebook at /laneb Or even give me a call at 1-415-867-1708 http://www.flickr.com/photos/blackbeltjones/

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