Customer Experience is the new battlefield. Satisfaction is not enough anymore. Customer Experience is the main driver of future loyalty and will turn your customers into raving fans. Whatever customers experience, determines whether they will come back and recommend you. It is about being meaningful and memorable. Not occasionally, but consistently. The Reverse Thinking & Engineering Philosophy illustrates what makes successful (experience) brands stand out. How they all think in reverse, making their purpose, identity, and the desired experience – the focus for everything they do.... Keynote by Andre Wiringa at the Startreverse Launch on Feb 14, 2017

1. www.startreverse.com
“Customers will never love a
company until its employees
love it first.”
- Simon Sinek -

2. www.startreverse.com

3. love for your brand
starts with
love for your people

4. WHAT
BOOK +VIDEOS + WEBSITE
SOURCE OF INSPIRATION
JOURNEY
FAST TRACK TO ENGAGEMENT & BRANDVALUE
MOVEMENT
TOOLS

5. GENERATION WHY -> IN SEARCH OF PURPOSE
NO RELEVANCE -> NO SURVIVAL
ENGAGEMENT -> PERFORMANCE -> EXPERIENCE -> BRAND VALUE
PEOPLE ARE THE EXPERIENCE -> EXPERIENCE IS THE MARKETING
WHY

6. The 4 p’s of
experience stars

7. purpose

8. people

9. promise

10. proposition

12. how are you meaningful?
what is your purpose?

14. TIME TO THINK
EVERSER

15. THE
GOLDEN
CIRCLE
WHYWHY
WHAT
HOW
WHO

16. If you hire people who
are naturally engaging
and warm, and you allow them
to be themselves on the job,
they will be naturally warm
and engaging with each other
and with customers.
It’s that simple.

17. Surprising
Experience Stars
Touching Assisting Recognizing

18. give love
to
get love