The Best Customer Experience ExecuNet 20 November 2008 Making and Keeping the Right Promises © 2008 storyminers, inc. All ...
Story miners Believes … <ul><li>No matter how much you spend or how hard you try, your brand can never be any better  than...
Story miners Believes … <ul><li>The best customer experiences come from companies that </li></ul><ul><ul><li>Listen </li><...
Here Are Some Of The Best In The World <ul><li>Rainforest Café </li></ul><ul><li>Build-A-Bear Workshop </li></ul><ul><li>I...
Made waiting an experience. Integrated shopping.
Nothing to buy. Triple facility use.
The factory is in the store. A supply chain miracle.
What Makes These Brands Great? <ul><li>Clear context </li></ul><ul><li>Sense and respond </li></ul><ul><li>Accountability ...
What’s the Right Way to Get There? Conceptually
Design From The Story Back
See From Their Perspective
Never Steal the Discovery Experience
Remember That Story And Experience Are Two Sides Of The Same Coin
Be Different and Better !
Checking In
How To Build The Best Experience For Job Seekers For Employers Tactically
Find Your Story
<ul><li>Identify the sweet spot </li></ul><ul><li>Get clear on intent </li></ul><ul><li>Know what you will—and won’t—do  <...
1.  Find The Sweet Spot Focus here
2.  Get Clear On Intent
3. Know What You Will— And Won’t— Do
4.  Focus On Unmet Needs
5. Model How You Fit In
6.  Storyboard Your Future   Employer’s Experience Images courtesy of www.frameworks-la.com
Be Your Story
How To BE Your Story <ul><li>Start listening more </li></ul><ul><li>Spread your story so that you’re discovered </li></ul>...
Checking In
Take Aways <ul><li>Your Story  IS  Your Business </li></ul><ul><li>The Experience you give  IS  your Brand </li></ul><ul><...
Q&A Contact Me Mike Wittenstein Speaker. Facilitator. Consultant. The Customer Experience Authority. www.storyminers.com  ...
Evaluation <ul><li>Please rate your impressions of “The Best Experience” presentation by circling  the corresponding numbe...
Pick One
Behind The Scenes <ul><li>Strategy—How Storyminers creates sustainable competitive advantage for its clients </li></ul>
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The Best Experience Execu Net 081015

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Use the principles of experience design to improve your own chances at finding new and meanignful work.

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  • The Best Experience Execu Net 081015

    1. 1. The Best Customer Experience ExecuNet 20 November 2008 Making and Keeping the Right Promises © 2008 storyminers, inc. All rights reserved. The storyminers name, product/service names, and the conversation balloon are registered trademarks or service marks of storyminers, inc.
    2. 2. Story miners Believes … <ul><li>No matter how much you spend or how hard you try, your brand can never be any better than what your customers experience! </li></ul>
    3. 3. Story miners Believes … <ul><li>The best customer experiences come from companies that </li></ul><ul><ul><li>Listen </li></ul></ul><ul><ul><li>Respond </li></ul></ul><ul><ul><li>Invest in what matters </li></ul></ul><ul><ul><li>Care </li></ul></ul>
    4. 4. Here Are Some Of The Best In The World <ul><li>Rainforest Café </li></ul><ul><li>Build-A-Bear Workshop </li></ul><ul><li>Insperience </li></ul><ul><li>Mayo Clinic </li></ul>
    5. 5. Made waiting an experience. Integrated shopping.
    6. 6. Nothing to buy. Triple facility use.
    7. 7. The factory is in the store. A supply chain miracle.
    8. 8. What Makes These Brands Great? <ul><li>Clear context </li></ul><ul><li>Sense and respond </li></ul><ul><li>Accountability within roles </li></ul><ul><li>Employee engagement </li></ul><ul><li>On-brand experience </li></ul><ul><li>Customer focus in everything </li></ul><ul><li>Continuous learning </li></ul>7
    9. 9. What’s the Right Way to Get There? Conceptually
    10. 10. Design From The Story Back
    11. 11. See From Their Perspective
    12. 12. Never Steal the Discovery Experience
    13. 13. Remember That Story And Experience Are Two Sides Of The Same Coin
    14. 14. Be Different and Better !
    15. 15. Checking In
    16. 16. How To Build The Best Experience For Job Seekers For Employers Tactically
    17. 17. Find Your Story
    18. 18. <ul><li>Identify the sweet spot </li></ul><ul><li>Get clear on intent </li></ul><ul><li>Know what you will—and won’t—do </li></ul><ul><li>Focus on unmet (emotional) needs </li></ul><ul><li>Model how you fit in </li></ul><ul><li>Design your future employer’s experience </li></ul>How To Find Your Story
    19. 19. 1. Find The Sweet Spot Focus here
    20. 20. 2. Get Clear On Intent
    21. 21. 3. Know What You Will— And Won’t— Do
    22. 22. 4. Focus On Unmet Needs
    23. 23. 5. Model How You Fit In
    24. 24. 6. Storyboard Your Future Employer’s Experience Images courtesy of www.frameworks-la.com
    25. 25. Be Your Story
    26. 26. How To BE Your Story <ul><li>Start listening more </li></ul><ul><li>Spread your story so that you’re discovered </li></ul><ul><li>Imagine the experience of hiring you </li></ul><ul><li>Make that ideal real </li></ul>
    27. 27. Checking In
    28. 28. Take Aways <ul><li>Your Story IS Your Business </li></ul><ul><li>The Experience you give IS your Brand </li></ul><ul><li>Find your story. </li></ul><ul><li>Be your story. </li></ul><ul><li>No matter how hard you try or now much you spend, your brand (read: the position you earn) can’t be any better than what your customers experience </li></ul>
    29. 29. Q&A Contact Me Mike Wittenstein Speaker. Facilitator. Consultant. The Customer Experience Authority. www.storyminers.com mike@storyminers.com www.mikewittenstein.com [email_address] +1 770.425.9830 +1 866.770.9830
    30. 30. Evaluation <ul><li>Please rate your impressions of “The Best Experience” presentation by circling the corresponding numbers on the scale below: </li></ul><ul><li>Would you recommend this session to a colleague </li></ul><ul><ul><li>NO WAY 1 2 3 4 5 ABSOLUTELY </li></ul></ul><ul><li>Relevance of topic to leadership </li></ul><ul><ul><li>NOT RELEVANT 1 2 3 4 5 VERY RELEVANT </li></ul></ul><ul><li>Effectiveness of speaker </li></ul><ul><ul><li>NOT EFFECTIVE 1 2 3 4 5 EFFECTIVE AND ENGAGING </li></ul></ul><ul><li>Interactive Sessions </li></ul><ul><ul><li>BORING 1 2 3 4 5 ENGAGING </li></ul></ul><ul><li>Visual aids </li></ul><ul><ul><li>UNCLEAR 1 2 3 4 5 CLEAR AND HELPFUL </li></ul></ul><ul><li>Usefulness of handouts </li></ul><ul><ul><li>NOT USEFUL 1 2 3 4 5 VERY USEFUL </li></ul></ul><ul><li>Overall evaluation of session </li></ul><ul><ul><li>UNIMPRESSED 1 2 3 4 5 VERY IMPRESSED </li></ul></ul><ul><li>WHAT WAS OF VALUE TO YOU AND WHY? </li></ul><ul><li>WHAT WAS OF LITTLE/NO VALUE TO YOU AND WHY? </li></ul><ul><li>HOW COULD THE PRESENTATION HAVE BEEN MADE MORE EFFECTIVE FOR YOU? </li></ul>20 November 2008
    31. 31. Pick One
    32. 32. Behind The Scenes <ul><li>Strategy—How Storyminers creates sustainable competitive advantage for its clients </li></ul>

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