There is more to Customer Experience than tools. Only if the right, tools, skills and attitude allign cross organizations a customer centric transformatiom can be made. A long term real paradgim shift.
Johannes Ceh#ValueEnhancer at Hochschule Macromedia | Macromedia University of Applied Sciences
Customer Experience. A paradigm shift driven by tools, skills & attitutude
1. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Content. Aber wie?
Customer Experience
www.StrengthandBalance.one Johannes Ceh8th of May 2017
A Paradigm Shift empowered by tools, skills and attitude
2. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Definition: Attitude
Thinking, opinion and acting towards a certain object.
3. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude is based on context and reflektion
4. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
My attitude: Build on my personal experiences
5. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Understanding people and backgrounds
Scrutinizing. Editing. Portrait
Journalism
6. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Brand. Customer needs, relationship & dialogue
Understanding, optimizing and to operationalize Customer Experience
Marketing psychology
7. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Roles & responsibilities. Processes. Leadership
Intercultural collaboration. Transformation. Innovation
Work and organisational psychology
8. My attititude: Based on my personal experiences
Johannes Ceh
Journalism
Marketing psychology
Work & organisational psychology
9. Mission statement
„I empower your team to collaborate for your sustaining success,
by improving your customers‘ life.“
10. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude
Attitude: Starting point of customer relationship
Brand
Attitude
Product
Service
Service
CustomerDialogue
Attitude
11. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Different attitudes to customer relationship
12. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Experience creates impact
A customer might not remember what you said, but how you made him feel
13. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
And there is a lot of potential for experience
14. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
But experience can also mean frustration
15. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is a total paradigm shift
Paradigm Shift: When the usual and accepted attitude towards a certain object
is replaced by a new and different way.
21. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Full top management commitment required
Customer Experience
Only full top management commitment ensures that different
attitudes in the organization are being directed towards
common full power direction.
22. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is an orchestra of touchpoints
24. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience has to bridge silos
Example: Intelligent Media Unit
Campaign KPIs are directly
in a banner format distributed
via programmatic.
Full customer centric commitment
• Different departments & agencies
(Content, Media, CRM & Retail)
• Multi-Level organization with inhouse agencies
• Central roll-out in 6 markets
25. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Collaboration is a pillar of Customer Experience
26. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Employee Experience empowers Customer Experience
Attitude towards customers Attitude towards employees
28. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Let me know how I can help!
„I empower your team to collaborate
for your sustaining success
by improving your customers‘ life.“
Johannes Ceh
www.StrengthandBalance.one