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

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
Definition: Attitude
Thinking, opinion and acting towards a certain object.

10.05.2017
Attitude is based on context and reflektion

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My attitude: Build on my personal experiences

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Understanding people and backgrounds
Scrutinizing. Editing. Portrait
Journalism

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Brand. Customer needs, relationship & dialogue
Understanding, optimizing and to operationalize Customer Experience
Marketing psychology

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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
Attitude
Attitude: Starting point of customer relationship
Brand
Attitude
Product
Service
Service
CustomerDialogue
Attitude

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Different attitudes to customer relationship

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Experience creates impact
A customer might not remember what you said, but how you made him feel

10.05.2017
And there is a lot of potential for experience

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But experience can also mean frustration

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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.

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A customer centric paradigm shift

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A shift that changes everything

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A customer centric transformation

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Customer Experience is driven by attitude

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Customer Experience needs empathy

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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.

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Customer Experience is an orchestra of touchpoints

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Customer Experience embraces UX

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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

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Collaboration is a pillar of Customer Experience

10.05.2017
Employee Experience empowers Customer Experience
Attitude towards customers Attitude towards employees

Does your organization have the right tools & skills?

10.05.2017
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

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

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