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Umbraco Festival 2017 - Kickass kundeoplevelser - 220917

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Laura Vilsbæk Olesen
Laura Vilsbæk Olesen

Sådan skaber du kick ass kundeoplevelser. En workshop om hvordan du bruger kunderejsen som innovations- og udviklingsværkstøj.

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Umbraco Festival 2017 #umbdkfest LauraVilsbaek
 lauravilsbaek.dk @lauravilsbaek Ferrarimuséet i Maranello maj 2017 KICK ASS KUNDEOPLEVELSER
Umbraco Festival 2017 #umbdkfest@lauravilsbaek • Konsulent- og bestyrelsesarbejde 
 inden for digital forretningsudvikling • Cand.mag. i religionsvidenskab og virksomhedskommunikation • Twitter: @lauravilsbaek • LinkedIn: /lauravilsbaek LAURAVILSBAEK
Umbraco Festival 2017 #umbdkfest@lauravilsbaek
Umbraco Festival 2017 #umbdkfestlauravilsbaek.dk / @lauravilsbaek AGENDA 1. Hvorfor skabe kick ass kundeoplevelser? 2. Hvordan skaber man kick ass kundeoplevelser? 3. Lav en kunderejse 4. Find den gode kundeoplevelse 5. Kort opsamling
HVORFOR KUNDEOPLEVELSER?
Umbraco Festival 2017 #umbdkfest@lauravilsbaek • Kunder er 4,5 gange mere tilbøjelige til at betale premium,
 hvis kundeoplevelsen er excellent end hvis den er dårlig • De virksomheder, som scorer højst på kundeoplevelser, 
 tjener i snit 5,1 gange mere end dem, der scorer lavt • Gode kundeoplevelser gavner både toplinie (higher retention, cross-sell and upsell, new customers) og bundlinie (lower cost to serve, lower customer acquisition and employee acquisition costs) Kilde: Forrester.com GOOD FOR BUSINESS
Source: ideo.com INNOVATION
Source: http://dschool.stanford.edu/redesigningtheater/the-design-thinking-process/ THE DESIGN PROCESS
KUNDEREJSEN
@lauravilsbaek Umbraco Festival 2017 #umbdkfest It’s all about actions and actual user experience KUNDEREJSEN
@lauravilsbaek Umbraco Festival 2017 #umbdkfest
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Remembering entire sequences: Before, during and efter
@lauravilsbaek Umbraco Festival 2017 #umbdkfest
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying touch points
@lauravilsbaek Umbraco Festival 2017 #umbdkfest
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying hassles
@lauravilsbaek Umbraco Festival 2017 #umbdkfest
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying peak + end
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying moments of loyalty
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying ambassadors
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN …involving new users…
@lauravilsbaek Umbraco Festival 2017 #umbdkfest KUNDEREJSEN Identifying your baseline
@lauravilsbaek Umbraco Festival 2017 #umbdkfest SERVICE ANTICIPATION GAP Baseline: Users’ needs and expectations Peak: Differentiating experiences
SERVICE ANTICIPATION @lauravilsbaek Umbraco Festival 2017 #umbdkfest
SERVICE EVIDENCING @lauravilsbaek Umbraco Festival 2017 #umbdkfest
LAV EN KUNDEREJSE: DINTILMELDINGTIL UMBRACO FESTIVAL 2017 @lauravilsbaek Umbraco Festival 2017 #umbdkfest
1. FØR: HVAD SKETE DER FØR 
 DU BESLUTTEDE DIG 
 FOR AT DELTAGE (3 MINS) @lauravilsbaek Umbraco Festival 2017 #umbdkfest
2. UNDER: HVORDANTILMELDTE DU DIG? (3 MINS) @lauravilsbaek Umbraco Festival 2017 #umbdkfest
3. EFTER: HVAD SKETE DER EFTER DU HAVDETILMELDT DIG? TÆNK GERNE HELT FREMTIL I DAG (3 MINS) @lauravilsbaek Umbraco Festival 2017 #umbdkfest
DEN GODE KUNDEOPLEVELSE @lauravilsbaek Umbraco Festival 2017 #umbdkfest
HAVDE DU HASSLES?(5 MIN DISCUSSION) http://demandthebook.com/
HVOR OG HVORDAN PEAK’EDE OPLEVELSEN?(5 MIN DISCUSSION) Kahneman:Thinking, Fast & Slow
HVORDAN SLUTTEDE OPLEVELSEN?(5 MIN DISCUSSION) Kahneman:Thinking, Fast & Slow
VAR DER SERVICEBEVISER UNDERVEJS?(5 MIN DISCUSSION) @lauravilsbaek Umbraco Festival 2017 #umbdkfest
EAAA - Strategiproces for Multimedie og Digital KommunikationLauraVilsbaek - Projektledelse i Praksis - lauravilsbaek.dk Interessér dig for, forstå og anerkend dine kunder 
 og ikke mindst deres oplevelse Forstå deres pain points (hassles) Arbejd med at skabe peaks 
 og gode afslutninger på alle interaktioner Tænk i servicebeviser Ready - set - go! DEN GODE KUNDEOPLEVELSE @lauravilsbaek Umbraco Festival 2017 #umbdkfest
“Fra nu af holder jeg *altid* med Ferrari” Lasse, 8 år Ferrarimuséet i Maranello maj 2017 KICK ASS KUNDEOPLEVELSER
kontakt@lauravilsbaek.dk @lauravilsbaek TAK

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