Chadel Meaningful Customer Experiences 2006

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    Chadel Meaningful Customer Experiences 2006 - Presentation Transcript

    1. CHADEL & CIE Meaningful customer experiences Lausanne Novembre 2006 Copyright CHADEL & CIE
    2. Café de Flore: un avant-goût de café Progression du prix de l’offre $4 $3 $2 $1 Progression de la valeur de l’offre Produit Service Experience Matière première Source: The experience economy, B. Joseph Pine II & James H. Gilmore Copyright CHADEL & CIE
    3. McClean: le bien-être se paie au prix fort « Woo hoo hoo! It was realy really nice. Well worth my 75 cents… Nice nice toilets in Switzerland. » Annie, USA Copyright CHADEL & CIE
    4. Kristallwelten: le crystal sous toutes ses formes Copyright CHADEL & CIE
    5. Quels sont les points communs entre ces illustrations? Copyright CHADEL & CIE
    6. Comment se traduisent ces principes dans vos business respectifs? Copyright CHADEL & CIE
    7. Emotions... “Unfortunately, one of the most significant things ever said about emotion may be that everyone knows what it is until they are asked to define it.” Joseph Ledoux,The Emotional Brain Copyright CHADEL & CIE
    8. Les émotions primaires • Hostility, resentement, • Affliction, loneliness, violence, indignation, depression animosity Sadness Anger • Happiness, joy, • Anxiety, nervosity, proudness, satisfaction, Pleasure horror, panic Fear extasy Primary emotions Love Disgrace Shame Surprise • Approbation,friendship, • Aversion, disgust confidence, adoration • Stupefaction, • Humiliation, regret, astonishment, shock contrition Sources: Emotional Intelligence, Daniel Goleman Copyright CHADEL & CIE
    9. Au cours d’une expérience, il existe 4 niveaux de perception Suspense Surprise (less) Sacrifice Satisfaction Copyright CHADEL & CIE
    10. Affinez les nouveaux business models mis en place Copyright CHADEL & CIE
    11. Finalisons l’expérience Be original! Be brilliant! Be classy! Copyright CHADEL & CIE
    12. Etape 1 Choisir un produit ou service et créer l’expérience marketing Copyright CHADEL & CIE
    13. Etape 2 Thématiser et élaborer l’expérience Copyright CHADEL & CIE
    14. Etape 3 Identifier et élaborer la “signature” Copyright CHADEL & CIE
    15. Etape 4 Ecrire le synopsis et synthétiser la séquence Copyright CHADEL & CIE
    16. Wrap up ssion Copyright CHADEL & CIE

    + Rémi ChadelRémi Chadel, 3 years ago

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