Holistic Customer Experience
Upcoming SlideShare
Loading in...5
×
 

Like this? Share it with your network

Share

Holistic Customer Experience

on

  • 8,553 views

Here are my slides from tonight's talk I gave at InfoCamp Seattle 2009. This session format was short presentation followed by open discussion with the audience. It was a general high-level overview ...

Here are my slides from tonight's talk I gave at InfoCamp Seattle 2009. This session format was short presentation followed by open discussion with the audience. It was a general high-level overview of customer experience and how it correlates to user experience, customer service, environmental design, product design and more.

With products and services quickly becoming commoditized, price differentiation is no longer a sustainable model. Customers are demanding more from businesses. Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction. Customers turn into advocates. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.

Statistics

Views

Total Views
8,553
Views on SlideShare
7,731
Embed Views
822

Actions

Likes
16
Downloads
276
Comments
0

13 Embeds 822

http://www.nickfinck.com 486
http://happysphere.tistory.com 168
http://elpastel.tistory.com 72
http://www.slideshare.net 41
http://www.tonychapelle.com 31
http://nickfinck.com 12
http://www.hanrss.com 5
http://blog.openmba.education 2
file:// 1
resource://brief-content 1
http://posterous.com 1
http://paper.li 1
http://openmba.education 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Holistic Customer Experience Presentation Transcript

  • 1. Holistic Customer Experience Nick Finck, October 10, 2009 Use #hcx when commenting on twitter InfoCamp Seattle 2009
  • 2. ? What is the holistic customer experience? InfoCamp Seattle 2009
  • 3. It’s BIGGER than UX InfoCamp Seattle 2009
  • 4. Brand Physical experience experience Message Social experience experience Visual Product experience experience Online Service experience experience InfoCamp Seattle 2009
  • 5. ? Who is doing this? InfoCamp Seattle 2009
  • 6. Pedometer Nike+
  • 7. InfoCamp Seattle 2009
  • 8. InfoCamp Seattle 2009
  • 9. InfoCamp Seattle 2009
  • 10. InfoCamp Seattle 2009
  • 11. InfoCamp Seattle 2009
  • 12. Its Not about Product its about People InfoCamp Seattle 2009
  • 13. InfoCamp Seattle 2009
  • 14. InfoCamp Seattle 2009
  • 15. There is No Back Button InfoCamp Seattle 2009
  • 16. InfoCamp Seattle 2009
  • 17. InfoCamp Seattle 2009
  • 18. InfoCamp Seattle 2009
  • 19. InfoCamp Seattle 2009
  • 20. There is No Checkout InfoCamp Seattle 2009
  • 21. InfoCamp Seattle 2009
  • 22. Thank you! InfoCamp Seattle 2009
  • 23. Thank you! Remember, comment on twitter with #hcx InfoCamp Seattle 2009
  • 24. Lets Start the Discussion InfoCamp Seattle 2009
  • 25. Holistic Customer Experience Nick Finck nick@blueflavor.com Blue Flavor - http://blueflavor.com Personal - http://nickfinck.com InfoCamp Seattle 2009