The customer of the future is here!

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The customer of the future is already here! How prepared are you? This presentations gives a future prediction on how customer experience will affect business in near future. Connect with me to make plans on how to ensure success in this volatile world!

Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen

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The customer of the future is here!

  1. 1. The customer of the future is already here! How prepared are you? http://linkedin.com/in/janneohtonen
  2. 2. (S)HE IS MOVING FAST! http://linkedin.com/in/janneohtonen
  3. 3. Technology will be fully adopted soon! http://linkedin.com/in/janneohtonen
  4. 4. We are already used to this… … BUT IT IS JUST THE BEGINNING! http://linkedin.com/in/janneohtonen
  5. 5. In the next few years there will be… … OVER 2 BILLION SMARTPHONES! http://linkedin.com/in/janneohtonen
  6. 6. Google glasses will be here soon! http://linkedin.com/in/janneohtonen
  7. 7. But even more important these guys are coming! THEY NEVER LIVED THEIR LIVES WITHOUT GADGETS OR SOCIAL MEDIA! http://linkedin.com/in/janneohtonen
  8. 8. The customers will have zero tolerance for BAD BEHAVIOUR! http://linkedin.com/in/janneohtonen
  9. 9. Here lies Cause of death: Years of neglect http://linkedin.com/in/janneohtonen
  10. 10. http://linkedin.com/in/janneohtonen
  11. 11. Sainsbury's gets fingers burnt by HALF-PRICE DEAL EXPOSÉ Customers will find out, report and share companies’ unethical behavior! http://linkedin.com/in/janneohtonen
  12. 12. It will be harder to reach the target customers! http://linkedin.com/in/janneohtonen
  13. 13. The challenge is to be one of the 5 brands customers want to be connected with! http://linkedin.com/in/janneohtonen
  14. 14. Customer Experience Management Customer Centricity Selling without actually selling Technology as an enabler How can we prepare for all this? http://linkedin.com/in/janneohtonen
  15. 15. Customer Experience Management Customer Centricity Selling without actually selling Technology as an enabler Through CUSTOMER CENTRICITY! http://linkedin.com/in/janneohtonen
  16. 16. Companies often know the problems… … but are not committed to solving them!!! http://linkedin.com/in/janneohtonen
  17. 17. Look for BLIND SPOTS in the customer experience You know, those little things you don’t notice or care anymore, but that your customer hates. ELIMINATE THOSE BLIND SPOTS one by one! http://linkedin.com/in/janneohtonen
  18. 18. And see the business with the eyes of your customer! http://linkedin.com/in/janneohtonen Become your own MYSTERY SHOPPER!
  19. 19. Thinking about the details is the first step… What would Disney do if they were running my company? How would Zappos shape my company’s customer experience? NextTen has practical tools for shaping the Customer Experience! http://linkedin.com/in/janneohtonen
  20. 20. From fixing the basics to a GREAT CUSTOMER EXPERIENCE AVOID DIFFERENT SERVICE LEVELS BASED ON THE CUSTOMER TYPE EVERYONE NEEDS AN ACCEPTABLE CUSTOMER SERVICE LEVEL! ALIGN EVERYTHING YOUR ORGANIZATION DOES TO SUCCESSFUL CUSTOMER OUTCOMES WITH CUSTOMER EXPERIENCE INNOVATION BUILD YOUR ORGANISATION TO SERVE CUSTOMERS AND PROFIT FROM THAT! http://linkedin.com/in/janneohtonen
  21. 21. Make every customer happy! HOW? Using cheerfulness! GOAL? Deliver WOW through service! HOW? Using Zappos customer centric culture! http://linkedin.com/in/janneohtonen
  22. 22. But also RANDOM ACTS OF KINDNESS still work! http://linkedin.com/in/janneohtonen
  23. 23. MAKE SURPRISES AUTHENTIC! Not opportunistic… http://linkedin.com/in/janneohtonen
  24. 24. A boy saved for more than two years to buy a specific Lego set... When he had enough money, the set was taken out off the market already  “LUCKILY”, LEGO TRACKED IT DOWN AND GAVE THE BOY HIS DREAM TOY!  http://linkedin.com/in/janneohtonen
  25. 25. Customer experiences are GREAT CONVERSATION STARTERS The flights to a huge dance festival have dancers, DJs and music on board. Think where the process starts and ends for the customer! THE EXPERIENCE ALREADY STARTS ON THE PLANE! http://linkedin.com/in/janneohtonen
  26. 26. THE ZAPPOS CALL CENTER… …has a target that 90% of the customers must be happier after the call than they were before! http://linkedin.com/in/janneohtonen
  27. 27. Key actions for success are to OFFER GREAT CUSTOMER EXPERIENCE ALIGN PROCESSES TO SUCCESSFUL CUSTOMER OUTCOMES THINK WHERE THE PROCESS STARTS AND ENDS FOR THE CUSTOMER http://linkedin.com/in/janneohtonen
  28. 28. AND REMEMBER http://linkedin.com/in/janneohtonen
  29. 29. THANK YOU FOR WATCHING THIS PRESENTATION! CONNECT WITH ME IN LINKEDIN: http://linkedin.com/in/janneohtonen

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