SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy

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Powering Up Our Performance… Taking the Clouds Out of Blue Sky Thinking

Have you ever wondered how organisations with a real customer focus work in a heavily regulated industry? When the customers are totally reliant on the
service you provide? So what does regulation mean for Service Design? What are the challenges we face as Service Designers? How do we put customer at the heart of what we do? And most importantly of all, how can we strive to deliver an excellent Customer Experience in a market where the sky isn’t always blue

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SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy

  1. 1. Powering up our performance… Taking the clouds out of blue sky thinking Nicola Piercy Senior Customer Experience Designer
  2. 2. Boots the Chemist
  3. 3. Post Office Limited
  4. 4. Uswitch Source : http://www.uswitch.com/gas-electricity/news/2013/10/23/e-on-tops-uswitch-energy-awards/
  5. 5. Customer Experience is …..an interaction between an organisation and a customer as perceived through a customers conscious and sub conscious mind. It is a blend of an organisation’s rational performance, senses stimulated and emotions evoked and intuitively measured against customer expectations across all moments of contact. Source : Beyond Philosophy www.beyondphilosophy.com
  6. 6. Setting up for customer experience 6
  7. 7. The customer experience hub Experience Design NPS Experience Improvement Campaigns and data Experience Measurement Insight 7
  8. 8. Being visionary 8
  9. 9. Get top down buy in… 9
  10. 10. Take people with you ……. if necessary start small 10
  11. 11. Find something that people care about 11
  12. 12. You need to be credible… 12
  13. 13. Being deliberate… 13
  14. 14. Understanding
  15. 15. Discovering
  16. 16. Developing
  17. 17. Recommending
  18. 18. Delivering
  19. 19. Evaluating
  20. 20. Clarity
  21. 21. Thank you!

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