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Guest Lecture on Customer Experience - Hogeschool TIO Amsterdam

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Guest Lecture on Consumer Behaviour, Customer Experience and Reverse Thinking & Engineering by Jeroen van der Schenk.

Hogeschool TIO Amsterdam
Retail / Hospitality / Automotive / Business

Published in: Education
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Guest Lecture on Customer Experience - Hogeschool TIO Amsterdam

  1. 1. START REVERSE TO GO BEYOND CUSTOMER SATISFACTION April 19,2018 @ TIO University of Applied Sciences
  2. 2. © 2018 by Performance Solutions Jeroen van der Schenk Manager Global Marketing & Communications Experience Engineer http://www.linkedin.com/in/jeroenvanderschenk http://www.twitter.com/jvdschenk www.facebook.com/performancesolutions.eu
  3. 3. WE ARE Experience engineers
  4. 4. SPREADING DELIGHT THROUGH UNIQUE & MEMORABLE EXPERIENCES
  5. 5. TRANSFORMING BUSINESS INTO experience
  6. 6. BY REVERSE THINKING & ENGINEERING
  7. 7. TO CREATE RAVING FANS
  8. 8. HOSPITALITY RETAIL AND MORE…
  9. 9. THE END OF GUEST SATISFACTION AS WE KNOW IT…
  10. 10. GUESTS ARE BECOMING MORE AND MORE ‘EXPERIENCE SAVVY’
  11. 11. 80% of companies worldwide believe they provide a superior experience. Only 8% of their customers agree… Source: Bain & Company
  12. 12. THE CHOICE THESE DAYS IS SIMPLE: EITHER ADD MEANING, RELEVANCE, AND DIFFERENTIATION OR BE(COME) A COMMODITY. THERE’S NOT MUCH IN BETWEEN.
  13. 13. We believe words like “fresh” and “organic” have an honest meaning beyond marketing…
  14. 14. We bring affordable luxury to all mobile citizens around the world…
  15. 15. W H AT D O G A M E C H A N G E R S H AV E I N C O M M O N ?
  16. 16. S TA R T R E V E R S E T O G O B E Y O N D JEROEN VAN DER SCHENK SENIOR EXPERIENCE ENGINEER
  17. 17. DISRUPTING THE FUTURE, TOGETHER!
  18. 18. EMPLOYEE ENGAGEMENT PERFORMANCE EXPERIENCE BRAND VALUE
  19. 19. GALLUP RESEARCHED THE ENGAGEMENT AROUND THE WORLD HOW MUCH % OF CO-WORKERS ARE TRULY ENGAGED? ENGAGED EMPLOYEES ARE: INVOLVED, ENTHUSIASTIC ABOUT, COMMITTED TO THEIR WORK AND WORKSPACE
  20. 20. Only 13% of employees worldwide are engaged at work. That means about 1 out of 8 are psychologically committed to their jobs and likely to be making positive contributions to their organisations.
  21. 21. If you hire people who are naturally engaging and warm, and you allow them to be themselves on the job, they will be naturally warm and engaging with each other and with customers. It’s that simple.
  22. 22. These days you need to be not just a merchandiser, but an experience stager. You need to understand the principle that the experience is the marketing…
  23. 23. DISRUPTING THE FUTURE, TOGETHER!
  24. 24. WE ARE PERFORMANCE SOLUTIONS … DELIGHTED TO BE YOUR PARTNER TO BECOME MORE CLIENT FOCUSSED & EMPOWER YOUR EMPLOYEES & LEADERSHIP TEAM TO MAKE THE DIFFERENCE!

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