Holistic Customer Experience
Nick Finck, October 10, 2009
Use #hcx when commenting on twitter




                        ...
?
What is the holistic
    customer
   experience?

                 InfoCamp Seattle 2009
It’s BIGGER than
      UX

              InfoCamp Seattle 2009
Brand Physical
  experience experience

Message Social
  experience experience

 Visual Product
  experience experience

 ...
?
 Who is
doing this?


              InfoCamp Seattle 2009
Pedometer   Nike+
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
Its Not about
     Product
its about People

                 InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
There is No
Back Button

               InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
There is No
Checkout

              InfoCamp Seattle 2009
InfoCamp Seattle 2009
Thank you!



             InfoCamp Seattle 2009
Thank you!

Remember, comment on twitter with #hcx




                                         InfoCamp Seattle 2009
Lets Start the
Discussion

             InfoCamp Seattle 2009
Holistic Customer Experience
Nick Finck
nick@blueflavor.com
Blue Flavor - http://blueflavor.com
Personal - http://nickfinck.c...
Holistic Customer Experience
Holistic Customer Experience
Holistic Customer Experience
Holistic Customer Experience
Holistic Customer Experience
Holistic Customer Experience
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Holistic Customer Experience

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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.

Published in: Education

Holistic Customer Experience

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