Web event v3

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  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE
  • Difference between Great CE, and UCE

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF

  • "We want to get into their psyches at an early age and keep that dream alive," says Bleustein, "until they're ready to buy a motorcycle."

    Jeff Bluestein, CEO 1997 to 2005 - one of 13 to purchase from AMF









  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault” Annette Garnemark
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault”
    Customary - Natural - Digital speedos. eBay, Amazon
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault”
    Customary - Natural - Digital speedos. eBay, Amazon
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault”
    Customary - Natural - Digital speedos. eBay, Amazon
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault”
    Customary - Natural - Digital speedos. eBay, Amazon
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days

  • Constructed - Designed. EG Volvo - NVH. “Sounds like a Vault”
    Customary - Natural - Digital speedos. eBay, Amazon
    Cohesive - Home Depot (not), Starbucks
    Compelling - Harley Davidson
    Consistent - No Bad Days
















































  • Web event v3

    1. 1. Getting On THE LIST The 5 C’s of Customer Experience 1
    2. 2. About Your Presenter David van Toor Business Owner, Corporate Executive 20 Years Business Leadership New Zealand, Australia, SE Asia, USA Managed operations for Epicor Software & Sage Software ACT!, & SalesLogix Licensed Professional Business Coach © No Plan B LLC, 2010 2
    3. 3. The Customer Experience Why it Matters 3
    4. 4. © No Plan B LLC, 2010 4
    5. 5. Your Company Name Here © No Plan B LLC, 2010 4
    6. 6. Every Body Has One... © No Plan B LLC, 2010 5
    7. 7. The Value of the Experience © No Plan B LLC, 2010 6
    8. 8. The Value of the Experience © No Plan B LLC, 2010 6
    9. 9. The Value of the Experience $2.40 / lb © No Plan B LLC, 2010 6
    10. 10. The Value of the Experience Product: $2.40 / lb © No Plan B LLC, 2010 6
    11. 11. The Value of the Experience Product: $2.40 / lb © No Plan B LLC, 2010 6
    12. 12. The Value of the Experience Product: $2.40 / lb $25.00 / lb © No Plan B LLC, 2010 6
    13. 13. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb © No Plan B LLC, 2010 6
    14. 14. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb © No Plan B LLC, 2010 6
    15. 15. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb © No Plan B LLC, 2010 $88.00 / lb 6
    16. 16. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb Unique Customer Experience: $88.00 / lb © No Plan B LLC, 2010 6
    17. 17. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb 1042% Unique Customer Experience: $88.00 / lb © No Plan B LLC, 2010 6
    18. 18. The Value of the Experience Product: $2.40 / lb Customer Experience: $25.00 / lb 1042% Unique Customer Experience: $88.00 / lb 3068% © No Plan B LLC, 2010 6
    19. 19. Customer Experience and Performance Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments © No Plan B LLC, 2010 7
    20. 20. Customer Experience and Performance Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments © No Plan B LLC, 2010 7
    21. 21. Customer Experience and Performance Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments © No Plan B LLC, 2010 7
    22. 22. Customer Experience and Performance [It appears] “...that customer experience leaders are somewhat cushioned from the most severe impacts of economic downturns, because they represent one of the last places consumers cut back and one of the first places to which they return?” Yes, Virginia, There Is A Return On Customer Experience Investments, John Picoult, Feb 06 2010 http://www.customerthink.com/article/return_on_customer_experience_investments © No Plan B LLC, 2010 7
    23. 23. The Disconnect © No Plan B LLC, 2010 8
    24. 24. The Disconnect Eighty percent of companies believe they deliver a superior customer experience [Bain & Company, Harvard Management Update] © No Plan B LLC, 2010 8
    25. 25. The Disconnect Eighty percent of companies believe they deliver a superior customer experience but only 8 percent of their customers agree. [Bain & Company, Harvard Management Update] © No Plan B LLC, 2010 8
    26. 26. The Customer Experience The Elements 9
    27. 27. The 5 C’s of Customer Experience © No Plan B LLC, 2010 10
    28. 28. The 5 C’s of Customer Experience Constructed © No Plan B LLC, 2010 10
    29. 29. The 5 C’s of Customer Experience Constructed © No Plan B LLC, 2010 10
    30. 30. The 5 C’s of Customer Experience Constructed © No Plan B LLC, 2010 10
    31. 31. The 5 C’s of Customer Experience Characteristic Constructed © No Plan B LLC, 2010 10
    32. 32. The 5 C’s of Customer Experience Characteristic Constructed © No Plan B LLC, 2010 10
    33. 33. The 5 C’s of Customer Experience Characteristic Constructed © No Plan B LLC, 2010 10
    34. 34. The 5 C’s of Customer Experience Characteristic Constructed © No Plan B LLC, 2010 10
    35. 35. The 5 C’s of Customer Experience Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    36. 36. The 5 C’s of Customer Experience Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    37. 37. The 5 C’s of Customer Experience Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    38. 38. The 5 C’s of Customer Experience Compelling Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    39. 39. The 5 C’s of Customer Experience Consistent Compelling Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    40. 40. The 5 C’s of Customer Experience Consistent Compelling Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    41. 41. The 5 C’s of Customer Experience Consistent Compelling Cohesive Characteristic Constructed © No Plan B LLC, 2010 10
    42. 42. The Unique Customer Experience © No Plan B LLC, 2010 11
    43. 43. The Unique Customer Experience Cu e iqu sto Un me r Experience © No Plan B LLC, 2010 11
    44. 44. Impact of Social Media © No Plan B LLC, 2010 12
    45. 45. Impact of Social Media © No Plan B LLC, 2010 12
    46. 46. The Customer Experience Creating the Plan 13
    47. 47. © No Plan B LLC, 2010 14
    48. 48. + Accessible Consumers + Supportive Organization Valuation © No Plan B LLC, 2010 14
    49. 49. The First Step: UCE Statement © No Plan B LLC, 2010 15
    50. 50. The First Step: UCE Statement What Who How © No Plan B LLC, 2010 15
    51. 51. The First Step: UCE Statement • We help ... What • We do this by ... Who How © No Plan B LLC, 2010 15
    52. 52. The First Step: UCE Statement • We get companies on their customer’s Most Desired Companies List • We do this by creating a unique customer experience that they and their What customers are passionate about • The approach we use results in their entire organization consistently delivering their product or services to their customers in the way they desire Who How © No Plan B LLC, 2010 15
    53. 53. The First Step: UCE Statement • We get companies on their customer’s Most Desired Companies List • We do this by creating a unique customer experience that they and their What customers are passionate about • The approach we use results in their entire organization consistently delivering their product or services to their customers in the way they desire • We are valued by ... Who How © No Plan B LLC, 2010 15
    54. 54. The First Step: UCE Statement • We get companies on their customer’s Most Desired Companies List • We do this by creating a unique customer experience that they and their What customers are passionate about • The approach we use results in their entire organization consistently delivering their product or services to their customers in the way they desire • CEOs of established businesses because all their organization can rally around a single shared purpose that results in increased growth. Startup CEO’s because our approach results in an highly efficient business that can scale Who • rapidly and efficiently. • Small business owners as we assist them in gaining market share without significantly increasing costs How © No Plan B LLC, 2010 15
    55. 55. The First Step: UCE Statement • We get companies on their customer’s Most Desired Companies List • We do this by creating a unique customer experience that they and their What customers are passionate about • The approach we use results in their entire organization consistently delivering their product or services to their customers in the way they desire • CEOs of established businesses because all their organization can rally around a single shared purpose that results in increased growth. Startup CEO’s because our approach results in an highly efficient business that can scale Who • rapidly and efficiently. • Small business owners as we assist them in gaining market share without significantly increasing costs • We are unique because ... How • When customers interact with us they feel ... © No Plan B LLC, 2010 15
    56. 56. The First Step: UCE Statement • We get companies on their customer’s Most Desired Companies List • We do this by creating a unique customer experience that they and their What customers are passionate about • The approach we use results in their entire organization consistently delivering their product or services to their customers in the way they desire • CEOs of established businesses because all their organization can rally around a single shared purpose that results in increased growth. Startup CEO’s because our approach results in an highly efficient business that can scale Who • rapidly and efficiently. • Small business owners as we assist them in gaining market share without significantly increasing costs • We are unique because • wWe combine a business coaching approach with the customer experience as our How objective • 20 Years Leadership Experience and customer experience expertise means we do more than just listen • When customers interact with us they feel that they’ve received extraordinary value © No Plan B LLC, 2010 15
    57. 57. THe UCE Statement - Benefits UCE © No Plan B LLC, 2010 16
    58. 58. THe UCE Statement - Benefits Unique Offering Specification Customer Corridor UCE Experience Specification Customer Experience Plan © No Plan B LLC, 2010 16
    59. 59. THe UCE Statement - Benefits Website Design Unique Offering Specification Marketing Campaigns PR Initiatives Customer Corridor UCE Staff Training Experience Curriculum Specification Customer Elevator Pitches Experience Plan New Product Design © No Plan B LLC, 2010 16
    60. 60. 17
    61. 61. We Will Get You On The List 17
    62. 62. David@noplanb.com www.noplanb.com 17

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