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This presentation demonstrates why every product needs an Experience Vision: a simple sentence expressing the core of the experience that your customers will have with your product. An Experience Vision is the glue in great customer experience, and the coordinating force behind products we love. A vision creates a culture of shared ownership, helps projects stay on track, and keeps people focused on who’s important; your customers. At a time of such rapid change, a co-ordinating force has never been more needed to bring consistency across platforms, devices, and new models of interaction.
Bart Schutz and Ton Wesseling from Online Dialogue closing keynote at Conversion Summit Frankfurt, Germany on September 6th 2012.
Links @ http://ondi.me/cs12
Customer Experience Management in Telecoms Global Summit - Experience VisionAlan Colville
This presentation demonstrates why every product needs an Experience Vision: a simple sentence expressing the core of the experience that your customers will have with your product. An Experience Vision is the glue in great customer experience, and the coordinating force behind products we love. A vision creates a culture of shared ownership, helps projects stay on track, and keeps people focused on who’s important; your customers. At a time of such rapid change, a co-ordinating force has never been more needed to bring consistency across platforms, devices, and new models of interaction.
Bart Schutz and Ton Wesseling from Online Dialogue closing keynote at Conversion Summit Frankfurt, Germany on September 6th 2012.
Links @ http://ondi.me/cs12
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Let me know what you think.
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In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
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Slides of my guest-lecture for the University of Groningen Master of Marketing students. I discussed the cornerstones of modern customer management strategy which includes an analytics driven voice of the customer approach, a value driven contact strategy and digital customer experience transformation.
Let me know what you think.
Marketing Strategy and Customer Management in the age of ServiceWim Rampen
Slides for my guest lecture at the Rijks University Groningen. In this lecture I explain why and how marketing strategy and practices need to change from being company focussed to Customer value creation focussed.
This requires an holistic view and approach that aims to design and deliver Brand(ed) Experiences that help Customers get their job done in a way that aligns with their values as well as Business Models that take full advantage of the Customer as co-creator of value and the opportunities that digital innovation facilitates.
Service Logic – a new Dominant Logic for Social Customer Relationship MarketingWim Rampen
Why and how Marketing should shift their focus from creating momentum for value exchange towards a focus on co-creating value "in use" for the Customer and the Company.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
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Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
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12. IT ALL STARTS WITH
CUSTOMER CENTERED
VIEW ON OPERATIONS
13. Date: 3/22/10
Starbucks Experience Map Eric - Repeat Customer
Enriched Experience
Purpose: To work/drink coffee
Tasty drink Free Wi-Fi Good drink
Flavorable
Appropriate temperature
Aroma
Polite
People watching
Crowd conversation noise
Ambience Quick, convenient Sofa chair is comfortable Good byes
baseline
Greeting
Fake
Audible Sensations Closing time
Worrying
Loud Factory line Impersonal
Poached Experience
Second guessing Blasting air conditioning
Loud music
Distracting
Unwilling to try something new, risk Annoyed about closing time
Repeating, not my taste
Cold, drafty Feeling rushed Annoyed about where I sat
Slightly crowded
Back hurts
Not large work spaces Not large work spaces
Feedback
Furniture not ideal for computer work
Confusing
Lack of personal space Lack of seating
Inconsistent
Unstructured Lack of outlets
Uncomfortable wooden chairs
Anticipate Enter Engage Exit Reflect
Touchpoints Office Car Walk-In Line Order Pay Sit Drink Work Pack Up Walk Out Car
1.a Discussing 1.c Hoping 2.a Notice 3.a The wait- 4.a The Barista 5.a The barista 6.a Grab my 7.a The cub is 8.a I place my 8.f I enjoy the 9.a The barista 10.a I pack my 11.a I head to
with team the to find a close that there are ing line occu- acknowledges tells me the drink and look hot, steaming, drink on the free wireless walks by me things up and my car and
local places to parking spot. a couple of pies the main me with a total and I pay for a place to but withstand- table next me and the unlim- and makes an head out the wish that I
grab a coffee. people in line. traffic way. smile. with my credit sit. ing in my and place my ited use. The announce- door. could have
1.d Hoping card. He asks hand. bag on the signal strength ment to the stayed longer
1.b Decid- Starbucks is 2.b Notice the 3.b The 4.b I can see me if I want 6.b I need, floor. is adequate. tore that it 10.b The re- to work. I
ing to go to not overly narrow, con- menus across the menu bet- my receipt, I most im- 7.b Smells will be closing maining staff know that
Starbucks and crowded and fined layout. the counter ter now, but I decline. portantly, an roasty and 8.b I remove 8.g The music shorty -10 pm. tell me to have once I get
work on de- will have avail- are hard to feel rushed to outlet and a sweet. my computer is really both- a good night. home, I will be
sign reports. able seating. 2.c Enjoy the read while in order a drink. 5.b My inter- workspace. and accesso- ering me. I put 9.b I would like in the wrong
aroma of line. action ends 7.c First sip is ries and now my head- to continue mind state
4.c I feel
1.e Consider- roasted coffee with him say- 6.c I notice too hot, but am shifting my phones on and to work. I feel to continue
forced to
ing alternative and mixed 3.c The line ing thank you. that there are flavorful. I’m coffee to find play my mp3 10pm closing working.
make a quick
places just in sweet, robust moves slow, He doesn’t use only a few happy with room for all of songs. time is much
beverage se-
case.. smells. people who my name. locations in the taste and my things on too early, 11.b The cof-
lection. I play it
just ordered the seating ar- my choice. this little cof- 8.h The bat- especially in a fee was very
2.d The light- safe by having
are still in the eas that have fee table. tery use on my college town. good, but I
ing is pleasant, what I always 5.c Now I
same area. outlets. This is 7.d The computer is a was disap-
not overly get. move to the 8.c The table
Becomes discouraging. continued concern now. 9.c I stand pointed in the
left of where
III. EXPERIENCE PERSPECTIVE
bright and not crowded. sips remain is too low to I will begin up and walk environment.
4.d The baris- i paid. Once
too dim. 6.d Most satisfying. work from looking for around until I Distracting
ta confirms again I feel
3.d The order- places are there, so I another table find a hidden music, small
my selection crowded and
2.e The music ing process occupied. No place my to work at. trash can to workspace,
and asks my out of place.
seems ethnic, seems too outlets are laptop in my throw my cup lack of power
name to write People are
extended slow. Inconsis- available. lap. My drink 8.i The air into. outlets.
on the cup. walking by me.
vocals, soft in tent structure remains on conditioning
style, volume There isn’t a the table, my
of service. 4.e He writes 6.e The work- seems inten-
too load and designated bag on the
down my spaces seem tion. It’s cold
but my taste. waiting ,sitting floor.
name and small and outside and
area.
some code impractical. cold inside. I
2.f The room Most are just 8.d I’m feel- slip my jacket
on the cup 5.d As I stand,
climate seems have a small ing crowded. on.
and hands it the drinker
intentionally round wooden I have no
off to another maker shouts
cold. table with room to use 8.j I continually
barista who finished orders
will make it two wooden my wire- finding myself
and places less mouse. I
when he is chairs. people watch-
them on a now use the
finished with ing while I
drink stand. surface of the
other orders. 6.f I find an work. There
He screams arm chair as
empty reclined are interesting
Grande Chai. my mouse
cushioned people here,
armchair. pad. Not very so I’m not too
29. FROM COST TO CUSTOM(ER)
MADE CARE
CHARACTERISTICS
SPEED OF ANSWER
CAPACITY MANAGEMENT
PRODUCTIVITY
TRANSACTION QUALITY/SATISFACTION
CHANNEL EFFICIENCY & CONTROL
KNOWLEDGE FAQ
COSTS PER CONTACT
CHARACTERISTICS
CUSTOMER JOURNEY/JOB DRIVEN
CROSS CHANNEL MANAGEMENT
CUSTOM MADE CARE BASED ON (REAL-TIME)
RELATIONSHIP & JOURNEY DATA
KNOWLEDGE NETWORKS
CUSTOMER MADE CARE
CHARACTERISTICS COST TO SERVE vs TOTAL ENGAGEMENT VALUE
(CUSTOMER) PROCESS CONTROL
“BEST SERVICE IS NO SERVICE”
CONTACT AVOIDANCE / CHANNEL
MIGRATION
FIRST CALL RESOLUTION
KNOWLEDGE BASE/MANAGEMENT
COST TO SERVE vs CLTV