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.

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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+
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  12. 12. Its Not about Product its about People InfoCamp Seattle 2009
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  15. 15. There is No Back Button InfoCamp Seattle 2009
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  20. 20. There is No Checkout InfoCamp Seattle 2009
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  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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