Customer Experience. A paradigm shift driven by tools, skills & attitutude

Johannes Ceh
Johannes Ceh#ValueEnhancer‬ at Hochschule Macromedia | Macromedia University of Applied Sciences
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
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Definition: Attitude
Thinking, opinion and acting towards a certain object.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude is based on context and reflektion
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
My attitude: Build on my personal experiences
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Understanding people and backgrounds
Scrutinizing. Editing. Portrait
Journalism
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
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Roles & responsibilities. Processes. Leadership
Intercultural collaboration. Transformation. Innovation
Work and organisational psychology
My attititude: Based on my personal experiences
Johannes Ceh
Journalism
Marketing psychology
Work & organisational psychology
Mission statement
„I empower your team to collaborate for your sustaining success,
by improving your customers‘ life.“
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
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Different attitudes to customer relationship
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
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
And there is a lot of potential for experience
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
But experience can also mean frustration
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.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric paradigm shift
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A shift that changes everything
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric transformation
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is driven by attitude
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience needs empathy
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.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is an orchestra of touchpoints
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience embraces UX
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
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Collaboration is a pillar of Customer Experience
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Employee Experience empowers Customer Experience
Attitude towards customers Attitude towards employees
Does your organization have the right tools & skills?
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
1 of 28

Recommended

5 Tips To Guide the Customer Journey Using Facebook Ads and The Benefits In B... by
5 Tips To Guide the Customer Journey Using Facebook Ads and The Benefits In B...5 Tips To Guide the Customer Journey Using Facebook Ads and The Benefits In B...
5 Tips To Guide the Customer Journey Using Facebook Ads and The Benefits In B...Affiliate Summit
422 views41 slides
What have you done for me lately pr kevin petschow_depaulu_052317 by
What have you done for me lately pr kevin petschow_depaulu_052317What have you done for me lately pr kevin petschow_depaulu_052317
What have you done for me lately pr kevin petschow_depaulu_052317Aeris Communications
195 views23 slides
#1NLab17 - #1NResearch: Earning Loyalty as a PSO by
#1NLab17 - #1NResearch: Earning Loyalty as a PSO#1NLab17 - #1NResearch: Earning Loyalty as a PSO
#1NLab17 - #1NResearch: Earning Loyalty as a PSOOne North
162 views39 slides
[Case Study] Streamlining the Content Lifecycle - Dun & Bradstreet by
[Case Study] Streamlining the Content Lifecycle - Dun & Bradstreet[Case Study] Streamlining the Content Lifecycle - Dun & Bradstreet
[Case Study] Streamlining the Content Lifecycle - Dun & BradstreetKapost
755 views21 slides
How to Avoid Building Products Nobody Will Buy - AccelerateAB 2017 by
How to Avoid Building Products  Nobody Will Buy - AccelerateAB 2017How to Avoid Building Products  Nobody Will Buy - AccelerateAB 2017
How to Avoid Building Products Nobody Will Buy - AccelerateAB 2017alavetta
188 views47 slides
Creating sales and marketing experiences by
Creating sales and marketing experiencesCreating sales and marketing experiences
Creating sales and marketing experiencesChristine Crandell
189 views10 slides

More Related Content

Similar to Customer Experience. A paradigm shift driven by tools, skills & attitutude

Making It So: The Hard Work of Developing a Unified Content Strategy with Ton... by
Making It So: The Hard Work of Developing a Unified Content Strategy with Ton...Making It So: The Hard Work of Developing a Unified Content Strategy with Ton...
Making It So: The Hard Work of Developing a Unified Content Strategy with Ton...Information Development World
393 views29 slides
7 Truths About Great Content Marketing by
7 Truths About Great Content Marketing7 Truths About Great Content Marketing
7 Truths About Great Content MarketingDigiday
294 views21 slides
10 Insights for Managing-Leading the Well-Living Workplace by
10 Insights for Managing-Leading the Well-Living Workplace 10 Insights for Managing-Leading the Well-Living Workplace
10 Insights for Managing-Leading the Well-Living Workplace Dr. Stephen Hobbs
53 views16 slides
Innovations in safety richard coleman by
Innovations in safety richard colemanInnovations in safety richard coleman
Innovations in safety richard colemanAustralian Institute of Health & Safety
77 views12 slides
Create Landing Pages that Work by
Create Landing Pages that WorkCreate Landing Pages that Work
Create Landing Pages that WorkJenny Shen
440 views85 slides
New Marketing for Insurance Agents & Brokers by
New Marketing for Insurance Agents & BrokersNew Marketing for Insurance Agents & Brokers
New Marketing for Insurance Agents & BrokersMichael Jans Advisory
307 views82 slides

Similar to Customer Experience. A paradigm shift driven by tools, skills & attitutude(20)

7 Truths About Great Content Marketing by Digiday
7 Truths About Great Content Marketing7 Truths About Great Content Marketing
7 Truths About Great Content Marketing
Digiday294 views
10 Insights for Managing-Leading the Well-Living Workplace by Dr. Stephen Hobbs
10 Insights for Managing-Leading the Well-Living Workplace 10 Insights for Managing-Leading the Well-Living Workplace
10 Insights for Managing-Leading the Well-Living Workplace
Create Landing Pages that Work by Jenny Shen
Create Landing Pages that WorkCreate Landing Pages that Work
Create Landing Pages that Work
Jenny Shen440 views
The neuroscience of training consistency by Barry Aloisi
The neuroscience of training consistencyThe neuroscience of training consistency
The neuroscience of training consistency
Barry Aloisi141 views
Agile2017 Role of Managers Supporting Agile Teams by Beth Hatter
Agile2017 Role of Managers Supporting Agile TeamsAgile2017 Role of Managers Supporting Agile Teams
Agile2017 Role of Managers Supporting Agile Teams
Beth Hatter230 views
#1NLab17 - Eight for Eight: Finishing Strong by One North
#1NLab17 - Eight for Eight: Finishing Strong #1NLab17 - Eight for Eight: Finishing Strong
#1NLab17 - Eight for Eight: Finishing Strong
One North146 views
M kapadia energizing people for superlative performance - big 5 construct 2... by Mahendra Kapadia
M kapadia   energizing people for superlative performance - big 5 construct 2...M kapadia   energizing people for superlative performance - big 5 construct 2...
M kapadia energizing people for superlative performance - big 5 construct 2...
Mahendra Kapadia24 views
Agile dc2017 agile managers by Beth Hatter
Agile dc2017 agile managersAgile dc2017 agile managers
Agile dc2017 agile managers
Beth Hatter240 views

Recently uploaded

SWOT Analysis of MBM Group by
SWOT Analysis of MBM GroupSWOT Analysis of MBM Group
SWOT Analysis of MBM GroupAriful Saimon
32 views4 slides
SplitMetrics at APS Berlin by
SplitMetrics at APS BerlinSplitMetrics at APS Berlin
SplitMetrics at APS BerlinVikaVlasova1
41 views8 slides
Valuation Quarterly Webinar Dec23.pdf by
Valuation Quarterly Webinar Dec23.pdfValuation Quarterly Webinar Dec23.pdf
Valuation Quarterly Webinar Dec23.pdfFelixPerez547899
73 views12 slides
The Impact of British Investor Justin Etzin on Seychelles.pdf by
The Impact of British Investor Justin Etzin on Seychelles.pdfThe Impact of British Investor Justin Etzin on Seychelles.pdf
The Impact of British Investor Justin Etzin on Seychelles.pdfJustin Etzin
10 views9 slides
The Talent Management Navigator Performance Management by
The Talent Management Navigator Performance ManagementThe Talent Management Navigator Performance Management
The Talent Management Navigator Performance ManagementSeta Wicaksana
42 views36 slides
Sandur Antaranga V3.pdf by
Sandur Antaranga V3.pdfSandur Antaranga V3.pdf
Sandur Antaranga V3.pdfSavipriya Raghavendra
17 views46 slides

Recently uploaded(20)

SplitMetrics at APS Berlin by VikaVlasova1
SplitMetrics at APS BerlinSplitMetrics at APS Berlin
SplitMetrics at APS Berlin
VikaVlasova141 views
The Impact of British Investor Justin Etzin on Seychelles.pdf by Justin Etzin
The Impact of British Investor Justin Etzin on Seychelles.pdfThe Impact of British Investor Justin Etzin on Seychelles.pdf
The Impact of British Investor Justin Etzin on Seychelles.pdf
Justin Etzin10 views
The Talent Management Navigator Performance Management by Seta Wicaksana
The Talent Management Navigator Performance ManagementThe Talent Management Navigator Performance Management
The Talent Management Navigator Performance Management
Seta Wicaksana42 views
Michael Vidyakin: Assessing Organizational Readiness (UA) by Lviv Startup Club
Michael Vidyakin: Assessing Organizational Readiness (UA)Michael Vidyakin: Assessing Organizational Readiness (UA)
Michael Vidyakin: Assessing Organizational Readiness (UA)
Giampietro_DIG Summit v1.2.pptx by bradgallagher6
Giampietro_DIG Summit v1.2.pptxGiampietro_DIG Summit v1.2.pptx
Giampietro_DIG Summit v1.2.pptx
bradgallagher631 views
Super Solar Mounting Solutions 20230509(1).pdf by carrie55bradshaw
Super Solar Mounting Solutions 20230509(1).pdfSuper Solar Mounting Solutions 20230509(1).pdf
Super Solar Mounting Solutions 20230509(1).pdf
carrie55bradshaw16 views
Netflix Inc. by 125071027
Netflix Inc.Netflix Inc.
Netflix Inc.
12507102717 views
[1Slide] Event Report AWS ReInvent 2023 - Q stands out by Holger Mueller
[1Slide] Event Report AWS ReInvent 2023 - Q stands out[1Slide] Event Report AWS ReInvent 2023 - Q stands out
[1Slide] Event Report AWS ReInvent 2023 - Q stands out
Holger Mueller17 views
Engaging Senior Leaders to Accelerate Your Continuous Improvement Program by KaiNexus
Engaging Senior Leaders to Accelerate Your Continuous Improvement ProgramEngaging Senior Leaders to Accelerate Your Continuous Improvement Program
Engaging Senior Leaders to Accelerate Your Continuous Improvement Program
KaiNexus101 views
Hoole_Summit 2023 - Opening Remarks.pptx by bradgallagher6
Hoole_Summit 2023 - Opening Remarks.pptxHoole_Summit 2023 - Opening Remarks.pptx
Hoole_Summit 2023 - Opening Remarks.pptx
bradgallagher615 views
NewBase 02 December 2023 Energy News issue - 1678 by Khaled Al Awadi.pdf by Khaled Al Awadi
NewBase  02 December 2023  Energy News issue - 1678 by Khaled Al Awadi.pdfNewBase  02 December 2023  Energy News issue - 1678 by Khaled Al Awadi.pdf
NewBase 02 December 2023 Energy News issue - 1678 by Khaled Al Awadi.pdf
Khaled Al Awadi11 views
Learning from Failure_ Lessons from Failed Startups.pptx by Codeventures
Learning from Failure_ Lessons from Failed Startups.pptxLearning from Failure_ Lessons from Failed Startups.pptx
Learning from Failure_ Lessons from Failed Startups.pptx
Codeventures20 views

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.
  • 16. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A customer centric paradigm shift
  • 17. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A shift that changes everything
  • 18. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A customer centric transformation
  • 19. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience is driven by attitude
  • 20. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience needs empathy
  • 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
  • 23. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience embraces UX
  • 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
  • 27. Does your organization have the right tools & skills?
  • 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