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10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Content. Aber wie?
Customer Experience
www.StrengthandBalance.one Johannes Ceh8th of May 2017
A Paradigm Shift empowered by tools, skills and attitude
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Definition: Attitude
Thinking, opinion and acting towards a certain object.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude is based on context and reflektion
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
My attitude: Build on my personal experiences
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Understanding people and backgrounds
Scrutinizing. Editing. Portrait
Journalism
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Brand. Customer needs, relationship & dialogue
Understanding, optimizing and to operationalize Customer Experience
Marketing psychology
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Roles & responsibilities. Processes. Leadership
Intercultural collaboration. Transformation. Innovation
Work and organisational psychology
My attititude: Based on my personal experiences
Johannes Ceh
Journalism
Marketing psychology
Work & organisational psychology
Mission statement
„I empower your team to collaborate for your sustaining success,
by improving your customers‘ life.“
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude
Attitude: Starting point of customer relationship
Brand
Attitude
Product
Service
Service
CustomerDialogue
Attitude
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Different attitudes to customer relationship
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Experience creates impact
A customer might not remember what you said, but how you made him feel
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
And there is a lot of potential for experience
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
But experience can also mean frustration
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is a total paradigm shift
Paradigm Shift: When the usual and accepted attitude towards a certain object
is replaced by a new and different way.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric paradigm shift
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A shift that changes everything
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric transformation
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is driven by attitude
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience needs empathy
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Full top management commitment required
Customer Experience
Only full top management commitment ensures that different
attitudes in the organization are being directed towards
common full power direction.
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is an orchestra of touchpoints
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience embraces UX
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience has to bridge silos
Example: Intelligent Media Unit
Campaign KPIs are directly
in a banner format distributed
via programmatic.
Full customer centric commitment
• Different departments & agencies
(Content, Media, CRM & Retail)
• Multi-Level organization with inhouse agencies
• Central roll-out in 6 markets
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Collaboration is a pillar of Customer Experience
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Employee Experience empowers Customer Experience
Attitude towards customers Attitude towards employees
Does your organization have the right tools & skills?
10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Let me know how I can help!
„I empower your team to collaborate
for your sustaining success
by improving your customers‘ life.“
Johannes Ceh
www.StrengthandBalance.one

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Customer Experience. A paradigm shift driven by tools, skills & attitutude

  • 1. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Content. Aber wie? Customer Experience www.StrengthandBalance.one Johannes Ceh8th of May 2017 A Paradigm Shift empowered by tools, skills and attitude
  • 2. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Definition: Attitude Thinking, opinion and acting towards a certain object.
  • 3. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Attitude is based on context and reflektion
  • 4. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com My attitude: Build on my personal experiences
  • 5. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Understanding people and backgrounds Scrutinizing. Editing. Portrait Journalism
  • 6. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Brand. Customer needs, relationship & dialogue Understanding, optimizing and to operationalize Customer Experience Marketing psychology
  • 7. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Roles & responsibilities. Processes. Leadership Intercultural collaboration. Transformation. Innovation Work and organisational psychology
  • 8. My attititude: Based on my personal experiences Johannes Ceh Journalism Marketing psychology Work & organisational psychology
  • 9. Mission statement „I empower your team to collaborate for your sustaining success, by improving your customers‘ life.“
  • 10. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Attitude Attitude: Starting point of customer relationship Brand Attitude Product Service Service CustomerDialogue Attitude
  • 11. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Different attitudes to customer relationship
  • 12. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Experience creates impact A customer might not remember what you said, but how you made him feel
  • 13. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com And there is a lot of potential for experience
  • 14. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com But experience can also mean frustration
  • 15. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience is a total paradigm shift Paradigm Shift: When the usual and accepted attitude towards a certain object is replaced by a new and different way.
  • 16. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A customer centric paradigm shift
  • 17. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A shift that changes everything
  • 18. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com A customer centric transformation
  • 19. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience is driven by attitude
  • 20. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience needs empathy
  • 21. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Full top management commitment required Customer Experience Only full top management commitment ensures that different attitudes in the organization are being directed towards common full power direction.
  • 22. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience is an orchestra of touchpoints
  • 23. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience embraces UX
  • 24. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Customer Experience has to bridge silos Example: Intelligent Media Unit Campaign KPIs are directly in a banner format distributed via programmatic. Full customer centric commitment • Different departments & agencies (Content, Media, CRM & Retail) • Multi-Level organization with inhouse agencies • Central roll-out in 6 markets
  • 25. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Collaboration is a pillar of Customer Experience
  • 26. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Employee Experience empowers Customer Experience Attitude towards customers Attitude towards employees
  • 27. Does your organization have the right tools & skills?
  • 28. 10.05.2017 Native, Content und Haltung - Johannes Ceh - www.StrengthandBalance.com Let me know how I can help! „I empower your team to collaborate for your sustaining success by improving your customers‘ life.“ Johannes Ceh www.StrengthandBalance.one