AKE OFF

ALEX HUNTER
@cubedweller

@cubedw
STAND O
YOU HAVE WORK TO D
THE LANDSCAPE
HAS CHANGED
IT USED 

TO BE
EASY
IN 2013,
CREATING A
PRODUCT 

OR SERVICE ISN’T
GOOD ENOUGH.
CREATE
“You feeling
something. That’s what
MATTHEW WEINER
sells.”
EMOTION
>
ACTION
CONCLUSION
REASON
WHO DO YOU
LOVE?
CREATE
POSITIVITY
(I.E. DON’T BE AN ASSHOLE)
IT’S EASY TO BE A
I think that a sense of inquisitiveness
“and the willingness to try is so
important for design, for developing
those tenta...
CREATE
F
F
O
S
IS
P
THIS
IDEA 
HAS 
GONE 
TOO 
FAR
YOU KNOW WHO SAYS YOU SHOULD FAIL
OFTEN? FAILURES.
FAILURE IS NOT A

COPING MECHANISM
“

AS AN ENTREPRENEUR, YOU TH
HA
FAILURE. IT IS JUST PART OF
TO GET USED TO
PATH TO SUCCESS.

”
...WUT?
LEARN FROM YOUR MISTAKES VS. YOU HAVE TO
FAIL BEFORE YOU SUCCEED
NOT
FAILI
NG
(SUCCESS)
DO NOT
BE
AFRAID
OF RISK.
“FAILURE IS A TOOL, NOT
A MERIT BADGE.”STUMP
- JOE
CREATE
INDIVIDUALI
TY
IT’S THE LITTLE
THINGS 
THAT KEEP ME
COMING BACK
USE WHAT
YOU
KNOW TO
CREATE
CUSTOMER
DELIGHT
DATA CREATES INDIVIDUAL
EXPERIENCES

TERNS WILL EMERGE
DATA CREATES
INDIVIDUAL
EXPERIENCES
INCREASED CONVERSION. REPEAT
BUSINESS. ANCILLARY REVENUE.
CREATE
WOW.
ADVANCED
“
TECHNOLOGY IS
INDISTINGUISHABLE
FROM MAGIC.”
CREATE
COMMUNI
CATION
CONSISTE
NCY
JANITORS - SIR RICHARD BRANSON - LOGO - AIRPORT
LOCATIONS - FARES - VIRGINAMERICA.COM - DESTINATIONS
- FOOD - DIRECT MAIL ...
WORK HARD. STAY POSITIVE. BUILD
SOMETHING.
THANK YO

@cubedw
@rushmorefm
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
Alex Hunter, CEO Rushmore - Getting and keeping customers
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Alex Hunter, CEO Rushmore - Getting and keeping customers

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Alex Hunter - CEO, Rushmore (United Kingdom), offers a guide to customer experience in the digital age by sharing key learnings from his experience at Virgin and at Rushmore.fm.
This was one of the most talked about keynotes at How to Web 2013!

Published in: Technology, Business
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Alex Hunter, CEO Rushmore - Getting and keeping customers

  1. 1. AKE OFF ALEX HUNTER @cubedweller
 @cubedw
  2. 2. STAND O
  3. 3. YOU HAVE WORK TO D
  4. 4. THE LANDSCAPE HAS CHANGED
  5. 5. IT USED 
 TO BE EASY
  6. 6. IN 2013, CREATING A PRODUCT 
 OR SERVICE ISN’T GOOD ENOUGH.
  7. 7. CREATE
  8. 8. “You feeling something. That’s what MATTHEW WEINER sells.”
  9. 9. EMOTION > ACTION CONCLUSION REASON
  10. 10. WHO DO YOU LOVE?
  11. 11. CREATE POSITIVITY (I.E. DON’T BE AN ASSHOLE)
  12. 12. IT’S EASY TO BE A
  13. 13. I think that a sense of inquisitiveness “and the willingness to try is so important for design, for developing those tentative, fragile ideas into a real product.” - Jonathan Ive
  14. 14. CREATE
  15. 15. F F O S IS P
  16. 16. THIS IDEA HAS GONE TOO FAR
  17. 17. YOU KNOW WHO SAYS YOU SHOULD FAIL OFTEN? FAILURES.
  18. 18. FAILURE IS NOT A
 COPING MECHANISM
  19. 19. “ AS AN ENTREPRENEUR, YOU TH HA FAILURE. IT IS JUST PART OF TO GET USED TO PATH TO SUCCESS. ”
  20. 20. ...WUT?
  21. 21. LEARN FROM YOUR MISTAKES VS. YOU HAVE TO FAIL BEFORE YOU SUCCEED
  22. 22. NOT FAILI NG
  23. 23. (SUCCESS)
  24. 24. DO NOT BE AFRAID OF RISK.
  25. 25. “FAILURE IS A TOOL, NOT A MERIT BADGE.”STUMP - JOE
  26. 26. CREATE INDIVIDUALI TY
  27. 27. IT’S THE LITTLE THINGS THAT KEEP ME COMING BACK
  28. 28. USE WHAT YOU KNOW TO CREATE CUSTOMER DELIGHT
  29. 29. DATA CREATES INDIVIDUAL EXPERIENCES TERNS WILL EMERGE
  30. 30. DATA CREATES INDIVIDUAL EXPERIENCES
  31. 31. INCREASED CONVERSION. REPEAT BUSINESS. ANCILLARY REVENUE.
  32. 32. CREATE WOW.
  33. 33. ADVANCED “ TECHNOLOGY IS INDISTINGUISHABLE FROM MAGIC.”
  34. 34. CREATE COMMUNI CATION CONSISTE NCY
  35. 35. JANITORS - SIR RICHARD BRANSON - LOGO - AIRPORT LOCATIONS - FARES - VIRGINAMERICA.COM - DESTINATIONS - FOOD - DIRECT MAIL PIECES - IFE SCREENS - EMAIL ALERTS - BUSINESS PARTNERS - BILLING/INVOICING SYSTEMS UNDER WING STAFF - CALL CENTER AGENTS - GATE SETUP TICKET COUNTERS - OFFSITE MEETINGS - GUESTS - SPEECHES BY OUR TEAM - ARTICLES FROM OUR TEAM - ARTICLES ABOUT US - COMMUNITY SERVICE PROGRAMS - BUSINESS CARDS - WEB DESIGN - KIDS’ PROGRAMS - CORPORATE GIVING PROGRAMS - TEAM MEMBERS - RECRUITING MATERIALS - RECORDED MESSAGES AGENT PERSONALITIES - AGENT FLEXIBILITY - WEB FUNCTIONALITY - LAV MUSIC - RECLINING SEATS -
  36. 36. WORK HARD. STAY POSITIVE. BUILD SOMETHING.
  37. 37. THANK YO @cubedw
  38. 38. @rushmorefm

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