Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
THE CUSTOMER EXPERIENCE
ECO SYSTEM
4 PART SERIES
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
RATIONAL EMOTIONAL SENSORY
CUSTOMER EXPERIENCE IS…
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
RATIONAL
Did I achieve my goal?
Was it good value?
CUSTOMER EXPERIENCE...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
EMOTIONAL
Did it make me feel good
Did I feel good about myself?
Do I ...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
SENSORY
See Hear Taste Smell Feel
CUSTOMER EXPERIENCE IS…
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
YOU CANNOT,
NOT, HAVE AN
EXPERIENCE.
LOU CARBONE
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
THE CUSTOMER EXPERIENCE ECO-SYSTEM
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
1.
THE WORLD OF
THE CUSTOMER
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
2.
HOW TO DESIGN
FOR THE CUSTOMER
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
3.
CROSS CHANNEL
EXPERIENCE PORTABILITY
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
4.
THE EMPLOYEE AND
THEIR EXPERIENCE
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
Our customers buy from us
They need our product
They must ‘like’ us, s...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
WHAT WOULD WE LIKE TO KNOW?
What is their story?
How can we become
par...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
LET’S UNDERSTAND THEM BETTER
STAND IN THEIR SHOES1.
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
“Get out of your ‘neat place’ and
find opportunities in the messiness”...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
HOW TO
STAND IN
THEIR SHOES
Make phone calls
Create a war room
Fill in...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
STAPLE YOURSELF TO
A CUSTOMER ORDER2.
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
Track key customer experiences as they traverse your organisation
Note...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
+
–
Build the story
Evaluate interactions
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
SERVICE COMPANY THAT JUST
HAPPENS TO SELL SHOES
IF THEY DON’T HAVE IT,...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
LEARN WITH YOUR CUSTOMERS3.
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
Invite them to seminars – ask questions
Design thinking sessions with ...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
LEAN FORWARD AND ANTICIPATE4.
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
What will customers want in future?
Do scenario planning
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
SO WHAT NOW?
Tell stories that inspire others to deliver great service...
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
QUESTIONS
Upcoming SlideShare
Loading in …5
×

Part 1 of 4 - Customer Experience - The focus on the customer

261 views

Published on

This is part one of a 4 series presentation covering the aspects of the Customer Experience Eco System

Published in: Business
  • Be the first to comment

Part 1 of 4 - Customer Experience - The focus on the customer

  1. 1. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 THE CUSTOMER EXPERIENCE ECO SYSTEM 4 PART SERIES
  2. 2. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 RATIONAL EMOTIONAL SENSORY CUSTOMER EXPERIENCE IS…
  3. 3. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 RATIONAL Did I achieve my goal? Was it good value? CUSTOMER EXPERIENCE IS…
  4. 4. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 EMOTIONAL Did it make me feel good Did I feel good about myself? Do I have a good story to tell? CUSTOMER EXPERIENCE IS…
  5. 5. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 SENSORY See Hear Taste Smell Feel CUSTOMER EXPERIENCE IS…
  6. 6. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
  7. 7. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 YOU CANNOT, NOT, HAVE AN EXPERIENCE. LOU CARBONE
  8. 8. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 THE CUSTOMER EXPERIENCE ECO-SYSTEM
  9. 9. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 1. THE WORLD OF THE CUSTOMER
  10. 10. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 2. HOW TO DESIGN FOR THE CUSTOMER
  11. 11. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 3. CROSS CHANNEL EXPERIENCE PORTABILITY
  12. 12. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 4. THE EMPLOYEE AND THEIR EXPERIENCE
  13. 13. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 Our customers buy from us They need our product They must ‘like’ us, since they have not left us WHAT DO WE ASSUME TODAY?
  14. 14. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
  15. 15. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 WHAT WOULD WE LIKE TO KNOW? What is their story? How can we become part of their story? Why they buy from us? Why would they stay? What problems are we not solving for them? Why would they leave?
  16. 16. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 LET’S UNDERSTAND THEM BETTER STAND IN THEIR SHOES1.
  17. 17. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 “Get out of your ‘neat place’ and find opportunities in the messiness” INSURANCE INC PROCESS LOOK AT THEIR FULL RANGE OF OFFERINGS COMPANY A COMPANY B COMPANY C FEATURES PRICE FORMS FEATURES PRICE FORMS FEATURES PRICE FORMS
  18. 18. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 HOW TO STAND IN THEIR SHOES Make phone calls Create a war room Fill in customer forms Use all the websites Apply online
  19. 19. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 STAPLE YOURSELF TO A CUSTOMER ORDER2.
  20. 20. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 Track key customer experiences as they traverse your organisation Note where it breaks Where it takes long? Where there is white space? Role play parts of the experience Listen to recorded calls
  21. 21. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 + – Build the story Evaluate interactions
  22. 22. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 SERVICE COMPANY THAT JUST HAPPENS TO SELL SHOES IF THEY DON’T HAVE IT, THEY FIND IT AT ANOTHER STORE LONGEST TELEPHONE CALL WITH A CUSTOMER WAS MORE THAN 8HRS CULTURE OF CUSTOMER & EMPLOYEE 1ST VALUING RELATIONSHIPS OVER PROFIT CULTURE OF CREATIVITY & EMPATHY
  23. 23. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
  24. 24. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 LEARN WITH YOUR CUSTOMERS3.
  25. 25. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 Invite them to seminars – ask questions Design thinking sessions with customers Angry customer forum – let them redesign how they want your processes to work
  26. 26. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 LEAN FORWARD AND ANTICIPATE4.
  27. 27. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 What will customers want in future? Do scenario planning
  28. 28. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 SO WHAT NOW? Tell stories that inspire others to deliver great service Motivate management action Use these insights to design experiences that create brand love NOW THAT YOU UNDERSTAND YOUR CUSTOMERS A BIT BETTER …
  29. 29. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016
  30. 30. BY CHANTEL BOTHA | hello@brandlove.co.za | NOV 2016 QUESTIONS

×