The document discusses customer experience design. It defines customer experience as the interactions a customer has with a company over time, including marketing, sales, delivery of service, and post-sales support. It argues that companies should shift from being product-driven to being customer experience-driven by focusing on interactions, relationships, and value for the customer throughout their journey. The crossover of business, design, and technology can create new strategic advantages for companies by improving the customer experience.
This is the first session (Sep 4) of our Free Open Advanced Branding Masterclass at www.mootee.typepad.com. Pls rememebr no books are needed. We will forward additional reading material for all registered participants.
Jonathan Lee, Managing Director, Brand Strategy, and Ken Allard, Managing Director, Business Strategy at HUGE, gave this presentation at "Ambidexterity 2," the VCU Brandcenter's Executive Education program for account planning on June 24th at the VCU Brandcenter in Richmond, VA.
60 Minute Brand Strategist: Extended and updated hard cover NOW available.Idris Mootee
This book includes the very latest thinking on branding and brand strategy. It has been published in different many languages and use by top global brands to train their brand managers. New updated hard cover version is not available from Amazon May 2013
Pls view in full screen mode. Published in more than 5 languages.
This is the presentation that I gave to the Young Planners at Cannes 2014. The data herein is taken from survey distributed through @cheiluk, @yellif and @cr
This is a fantastic presentation from Marty Neumeier from his book Zag. If you are short of time skip to slides 63 - 68 to see the evolution from marketing to branding. Love it.
This is the first session (Sep 4) of our Free Open Advanced Branding Masterclass at www.mootee.typepad.com. Pls rememebr no books are needed. We will forward additional reading material for all registered participants.
Jonathan Lee, Managing Director, Brand Strategy, and Ken Allard, Managing Director, Business Strategy at HUGE, gave this presentation at "Ambidexterity 2," the VCU Brandcenter's Executive Education program for account planning on June 24th at the VCU Brandcenter in Richmond, VA.
60 Minute Brand Strategist: Extended and updated hard cover NOW available.Idris Mootee
This book includes the very latest thinking on branding and brand strategy. It has been published in different many languages and use by top global brands to train their brand managers. New updated hard cover version is not available from Amazon May 2013
Pls view in full screen mode. Published in more than 5 languages.
This is the presentation that I gave to the Young Planners at Cannes 2014. The data herein is taken from survey distributed through @cheiluk, @yellif and @cr
This is a fantastic presentation from Marty Neumeier from his book Zag. If you are short of time skip to slides 63 - 68 to see the evolution from marketing to branding. Love it.
Case Study, using fictional “Gray’s Cookies” brand to complete a business review, which is the first stage of our overall Beloved Brands planning process.
I was sifting through some old files of mine and found this guidebook I put together for my junior planners when I was still working in Korea.
The presentation deck might be a bit old (it's in 4:3 format), and slightly more tailored to how I saw the state of strategy & planning in Korea, but a lot of its content should still hold true today.
Hope you enjoy the read!
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Design Thinking is a process for creative problem solving. It allows everyone to use creative tools to address a vast range of challenges. The process is action-oriented, embraces simple mindset shifts and tackles problems from a new direction.
According to McKinsey, companies that adopt design as part of business practices can be more resilient than others—continuing to innovate, analyze, and strategize to solve complex problems during trying times.
Some of the world's leading brands, such as Apple, Nike, Starbucks and GE, have rapidly adopted the Design Thinking approach. What's more, Design Thinking is being taught at leading universities around the world, including Stanford, Harvard and MIT.
Based on the world-renowned Hasso Plattner Institute of Design (Stanford University) model, Design Thinking encourages organizations to focus on the people they are creating for, which leads to better products, services, and internal processes. The Design Thinking framework consists of five modes or phases: Empathize, Define, Ideate, Prototype and Test. The framework is fully compatible with Lean and Six Sigma approaches.
This comprehensive Design Thinking PPT training presentation is tailored specifically for Design Thinking facilitators, trainers, professionals and consultants who are preparing for delivery in a classroom or workshop environment. The included wallet design exercise could be replaced with your own design challenge. In addition, the introductory module can be used as a stand-alone awareness briefing material for a general audience.
You will get to train your target audiences how to solve problems creatively by building empathy, generating ideas, prototyping and testing new concepts before final implementation.
LEARNING OBJECTIVES
1. Acquire a deep understanding of the key concepts and principles of Design Thinking
2. Understand the mindsets, process, methods and tools in creative problem solving
3. Develop skills in applying Design Thinking mindsets and practices in problem solving
The Dictionary of Brand by Marty NeumeierLiquid Agency
The Dictionary of Brand: Sponsored by Google. Written by Marty Neumeier. Designed by Liquid.
Before Google came on the scene, advertising was little more than one-way communication—companies talking “at” their customers instead of “with” their customers. But thanks to web communications, customers can now “talk back” to companies, turning brand-building into job one for all competitive businesses. Google recently established BrandLab, an innovative workshop-based program and collaborative center dedicated to helping brands get the most out of the web through education, inspiration, and hands-on practice. One of BrandLab’s first acts was to publish The Dictionary of Brand. Google asked Liquid to write and design this groundbreaking book—no easy task in a world where definitions are evolving daily.
Sponsored by Google. Designed in Silicon Valley by Liquid.
Liquid’s Director of Transformation, Marty Neumeier, has written several definitive books on brand strategy, including The Brand Gap, Zag, and The Designful Company. Now he’s written an exciting reference that is destined to join these titles on every brand-builder’s desk: The Dictionary of Brand. The new book—commissioned by Google—is a “relational” glossary containing 500 interconnected terms in brand strategy, advertising, design, innovation, and management. As part of their curriculum to help companies build their brands and connect with global customers, Google BrandLab provides copies of The Dictionary of Brand to every agency and client it collaborates with—a roster that includes companies such as Capital One, Coca-Cola, and Toyota.
Why a dictionary?
Brands are increasingly built by specialists, and specialists can only succeed through collaboration, which depends on a common language. The Dictionary of Brand is the first step in creating a “linguistic foundation”—a set of terms that allow specialists from different disciplines to work together in a larger community of practice. Although many of the terms are widely used by brand specialists, some haven’t yet appeared in other dictionaries. There are no copyright restrictions on republishing any these definitions word for word; all that’s needed is a credit line.
Want a copy, here you go!
As Marty Neumeier says, “Brand is the most powerful business tool since the spreadsheet.” Since we are in the business of helping companies build brand values, we are making The Brand Dictionary—otherwise available only to BrandLab participants—available free online as a SlideShare document. Download your copy of The Brand Dictionary and begin redefining the ways we speak and think about brand experience.
We look at the role of the Brand Leader, how to develop marketing execution strategy, tools to make marketing decisions and how to give direction to an agency.
This will provide you with an ideal format for how to lay out a Long Range Strategic Plan with the vision, purpose, values, big idea, strategies, and tactics.
How to Create a Killer Creative Brief with Wild AlchemyUnited Adworkers
United Adworkers had the honor of hosting Lynette Xanders with Wild Alchemy to share her incredible knowledge and insights on "How to Create a Killer Creative Brief". For more information about Wild Alchemy and Lynette Xanders, visit WildAlchemy.com.
Strategic Planning & the Importance of Consumer insightsKaren Saba
A high level presentation shedding light on what Strategic Planners really do at creative agencies and the importance of consumer insights in the world of planning. It is an interactive presentation with a 'Guess the insight' section at the end.
Please feel free to download, improve, and share the credits.
This presentation was nominated at the Brilliant Presentation Awards 2013. In this slideshow, I brought together key approaches towards insight in advertising creation process. You may learn: why do we need to find and understand consumer insights; what is a consumer insight; why it's so important for brands; how to find real consumer insights; know the pathway towards insight; insight verification; how to be insightful; case studies on insight building.
This is the pricing model innovation canvas to help innovators and marketers make better decisions with pricing model design. The work is based on many years of research and testing. It fits in well with the Strategyzer business model canvas and the Lean Canvas. It is very adapted for new business models in digital and data-driven offers.
How to write better creative briefs for Toyota.David Bell
How to write better creative strategies and briefs.
This workshop was written for MercerBell clients to enable them to prepare better briefs that will lead to more customer delight.
What you will get from this presentation is a real insight into the creative mind and process, you will learn how to write an airline ad, the 4 steps to writing a better creative brief and how to run and feedback on a creative presentation.
Enjoy.
Ps. And please share if you have learnt something from this presentation.
The more beloved the brand, the more valuable the brand.
For more on Beloved Brands, here are a few of our most popular articles
1. Beloved Brands Marketing Training programs.
https://beloved-brands.com/brand-management-training/
2. Our Beloved Brands Mini MBA is an online marketing course to help your marketing career.
https://beloved-brands.com/mini-mba/
3. Simple process to build your Brand Positioning Statement
https://beloved-brands.com/brand-positioning/
4. How to write a Marketing Plan
https://beloved-brands.com/marketing-plans/
5. Our one-page strategic plan
https://beloved-brands.com/brand-strategy-roadmap/
6. The best and worst of a Creative Brief
https://beloved-brands.com/creative-brief-line-by-line/
7. Marketing Plan Template
https://beloved-brands.com/product/marketing-plan-template/
8. Our one-page Brand Plan
https://beloved-brands.com/brand-plans
9. How to understand Brand Architecture
https://beloved-brands.com/brand-architecture
10. How to use Marketing Funnels to analyze your brand
https://beloved-brands.com/marketing-funnels/
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
You’re not the expert. Your customers are, and who your customer is, is changing rapidly. Learn more about the digital consumer, how to bring new life to your customer experience, and inspire your team with workshop activities. Take a deeper look into the key drivers of your business, reinvigorate your customer experience, and gain insight from one of the newest inspiring entrepreneurs, who built his business around an out-of-the-ordinary customer experience. Why not create an experience that will leave your customers talking and sharing your brand with everyone? These musings were gathered after attending the Next Generation Customer Experience Conference in San Diego, March 2015.
Case Study, using fictional “Gray’s Cookies” brand to complete a business review, which is the first stage of our overall Beloved Brands planning process.
I was sifting through some old files of mine and found this guidebook I put together for my junior planners when I was still working in Korea.
The presentation deck might be a bit old (it's in 4:3 format), and slightly more tailored to how I saw the state of strategy & planning in Korea, but a lot of its content should still hold true today.
Hope you enjoy the read!
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Design Thinking is a process for creative problem solving. It allows everyone to use creative tools to address a vast range of challenges. The process is action-oriented, embraces simple mindset shifts and tackles problems from a new direction.
According to McKinsey, companies that adopt design as part of business practices can be more resilient than others—continuing to innovate, analyze, and strategize to solve complex problems during trying times.
Some of the world's leading brands, such as Apple, Nike, Starbucks and GE, have rapidly adopted the Design Thinking approach. What's more, Design Thinking is being taught at leading universities around the world, including Stanford, Harvard and MIT.
Based on the world-renowned Hasso Plattner Institute of Design (Stanford University) model, Design Thinking encourages organizations to focus on the people they are creating for, which leads to better products, services, and internal processes. The Design Thinking framework consists of five modes or phases: Empathize, Define, Ideate, Prototype and Test. The framework is fully compatible with Lean and Six Sigma approaches.
This comprehensive Design Thinking PPT training presentation is tailored specifically for Design Thinking facilitators, trainers, professionals and consultants who are preparing for delivery in a classroom or workshop environment. The included wallet design exercise could be replaced with your own design challenge. In addition, the introductory module can be used as a stand-alone awareness briefing material for a general audience.
You will get to train your target audiences how to solve problems creatively by building empathy, generating ideas, prototyping and testing new concepts before final implementation.
LEARNING OBJECTIVES
1. Acquire a deep understanding of the key concepts and principles of Design Thinking
2. Understand the mindsets, process, methods and tools in creative problem solving
3. Develop skills in applying Design Thinking mindsets and practices in problem solving
The Dictionary of Brand by Marty NeumeierLiquid Agency
The Dictionary of Brand: Sponsored by Google. Written by Marty Neumeier. Designed by Liquid.
Before Google came on the scene, advertising was little more than one-way communication—companies talking “at” their customers instead of “with” their customers. But thanks to web communications, customers can now “talk back” to companies, turning brand-building into job one for all competitive businesses. Google recently established BrandLab, an innovative workshop-based program and collaborative center dedicated to helping brands get the most out of the web through education, inspiration, and hands-on practice. One of BrandLab’s first acts was to publish The Dictionary of Brand. Google asked Liquid to write and design this groundbreaking book—no easy task in a world where definitions are evolving daily.
Sponsored by Google. Designed in Silicon Valley by Liquid.
Liquid’s Director of Transformation, Marty Neumeier, has written several definitive books on brand strategy, including The Brand Gap, Zag, and The Designful Company. Now he’s written an exciting reference that is destined to join these titles on every brand-builder’s desk: The Dictionary of Brand. The new book—commissioned by Google—is a “relational” glossary containing 500 interconnected terms in brand strategy, advertising, design, innovation, and management. As part of their curriculum to help companies build their brands and connect with global customers, Google BrandLab provides copies of The Dictionary of Brand to every agency and client it collaborates with—a roster that includes companies such as Capital One, Coca-Cola, and Toyota.
Why a dictionary?
Brands are increasingly built by specialists, and specialists can only succeed through collaboration, which depends on a common language. The Dictionary of Brand is the first step in creating a “linguistic foundation”—a set of terms that allow specialists from different disciplines to work together in a larger community of practice. Although many of the terms are widely used by brand specialists, some haven’t yet appeared in other dictionaries. There are no copyright restrictions on republishing any these definitions word for word; all that’s needed is a credit line.
Want a copy, here you go!
As Marty Neumeier says, “Brand is the most powerful business tool since the spreadsheet.” Since we are in the business of helping companies build brand values, we are making The Brand Dictionary—otherwise available only to BrandLab participants—available free online as a SlideShare document. Download your copy of The Brand Dictionary and begin redefining the ways we speak and think about brand experience.
We look at the role of the Brand Leader, how to develop marketing execution strategy, tools to make marketing decisions and how to give direction to an agency.
This will provide you with an ideal format for how to lay out a Long Range Strategic Plan with the vision, purpose, values, big idea, strategies, and tactics.
How to Create a Killer Creative Brief with Wild AlchemyUnited Adworkers
United Adworkers had the honor of hosting Lynette Xanders with Wild Alchemy to share her incredible knowledge and insights on "How to Create a Killer Creative Brief". For more information about Wild Alchemy and Lynette Xanders, visit WildAlchemy.com.
Strategic Planning & the Importance of Consumer insightsKaren Saba
A high level presentation shedding light on what Strategic Planners really do at creative agencies and the importance of consumer insights in the world of planning. It is an interactive presentation with a 'Guess the insight' section at the end.
Please feel free to download, improve, and share the credits.
This presentation was nominated at the Brilliant Presentation Awards 2013. In this slideshow, I brought together key approaches towards insight in advertising creation process. You may learn: why do we need to find and understand consumer insights; what is a consumer insight; why it's so important for brands; how to find real consumer insights; know the pathway towards insight; insight verification; how to be insightful; case studies on insight building.
This is the pricing model innovation canvas to help innovators and marketers make better decisions with pricing model design. The work is based on many years of research and testing. It fits in well with the Strategyzer business model canvas and the Lean Canvas. It is very adapted for new business models in digital and data-driven offers.
How to write better creative briefs for Toyota.David Bell
How to write better creative strategies and briefs.
This workshop was written for MercerBell clients to enable them to prepare better briefs that will lead to more customer delight.
What you will get from this presentation is a real insight into the creative mind and process, you will learn how to write an airline ad, the 4 steps to writing a better creative brief and how to run and feedback on a creative presentation.
Enjoy.
Ps. And please share if you have learnt something from this presentation.
The more beloved the brand, the more valuable the brand.
For more on Beloved Brands, here are a few of our most popular articles
1. Beloved Brands Marketing Training programs.
https://beloved-brands.com/brand-management-training/
2. Our Beloved Brands Mini MBA is an online marketing course to help your marketing career.
https://beloved-brands.com/mini-mba/
3. Simple process to build your Brand Positioning Statement
https://beloved-brands.com/brand-positioning/
4. How to write a Marketing Plan
https://beloved-brands.com/marketing-plans/
5. Our one-page strategic plan
https://beloved-brands.com/brand-strategy-roadmap/
6. The best and worst of a Creative Brief
https://beloved-brands.com/creative-brief-line-by-line/
7. Marketing Plan Template
https://beloved-brands.com/product/marketing-plan-template/
8. Our one-page Brand Plan
https://beloved-brands.com/brand-plans
9. How to understand Brand Architecture
https://beloved-brands.com/brand-architecture
10. How to use Marketing Funnels to analyze your brand
https://beloved-brands.com/marketing-funnels/
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
You’re not the expert. Your customers are, and who your customer is, is changing rapidly. Learn more about the digital consumer, how to bring new life to your customer experience, and inspire your team with workshop activities. Take a deeper look into the key drivers of your business, reinvigorate your customer experience, and gain insight from one of the newest inspiring entrepreneurs, who built his business around an out-of-the-ordinary customer experience. Why not create an experience that will leave your customers talking and sharing your brand with everyone? These musings were gathered after attending the Next Generation Customer Experience Conference in San Diego, March 2015.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
10 Insightful Quotes On Designing A Better Customer ExperienceYuan Wang
In an ever-changing landscape of one digital disruption after another, companies and organisations are looking for new ways to understand their target markets and engage them better. Increasingly they invest in user experience (UX) and customer experience design (CX) capabilities by working with a specialist UX agency or developing their own UX lab. Some UX practitioners are touting leaner and faster ways of developing customer-centric products and services, via methodologies such as guerilla research, rapid prototyping and Agile UX. Others seek innovation and fulfilment by spending more time in research, being more inclusive, and designing for social goods.
Experience is more than just an interface. It is a relationship, as well as a series of touch points between your brand and your customer. Here are our top 10 highlights and takeaways from the recent UX Australia conference to help you transform your customer experience design.
For full article, continue reading at https://yump.com.au/10-ways-supercharge-customer-experience-design/
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
Consumers value brand experience more and more when they purchase a product or service. Read our brand experience best practices to learn how to build your brand in a way that will resonate with the people whom you want to reach.
Using Business Architecture to enable customer experience and digital strategyCraig Martin
Digital disruption is shifting business model design from a focus on product profitability to a stronger focus on customer experience and lifetime value.
The presentation looks at environmental pressures caused by digital disruption and identifies how to use business architecture and business design to address these changes.
It covers business architecture for digital strategy, customer-driven value chains, re-writing of the 4Ps of the marketing mix, and the nine laws of disruption and how they affect business model design.Craig also investigates the changes afoot with strategic business planning and Enterprise Architecture, which are experiencing their own form of disruption. Will Enterprise Architecture as we know it become a commodity too?
This presentation was delivered as an OpenGroup webinar and is available for viewing from the www.enterprisearchitects.com web site.
A customer experience framework is a fancy name for a set of tools designed to help you create viable customer experience maps. By creating a framework, you can make sure your deliverable is telling a true story and ensure your thinking maintains a customer-centric focus. Learn about what goes into building a CX framework and how you can put it to use in your next project in this presentation.
The Inevitability of a Mobile-Only Customer ExperienceBrian Solis
Brian Solis and Jaimy Szymanski published new research to show how companies need to think Mobile-first and Mobile-only.
Customers are becoming increasingly mobile, and, as a result, the customer journey is in need of an overhaul. In this report, Altimeter Group focuses on how organizations can approach mobile design strategy through the lens of the evolving connected customer. Focusing on activities and outcomes with an understanding of consumer needs, objectives, and behaviors, companies are able to see past mobile as the latest “bright, shiny object.”
Following the four steps to building customer-centric mobile strategies outlined in this report, leaders can evolve mobile beyond being “just” another digital screen or channel to achieve greater business results.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
How Emotions Drive Customer Experience WebinarGavin McMahon
MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE
Are your agents getting off the phone fast, but not solving the customers’ problems? Or, are they solving the customers’ problems but still getting bad NPS scores? What both of these have in common is emotions – the ones both your agents and customers bring to the call.
Listen here to Tara Paluck as she lead our latest webinar, "How Emotions Drive Customer Experience". During this recording you will learn how to redirect emotions quickly and accurately by understanding:
- What role emotions play in the Customer Experience
- Why emotions are so hard to “use” effectively
- How to manage agent and customer emotions more successfully
Digital Transformation and the Customer ExperienceMat Ford
Exploring the barriers to Digital Transformation, and providing a framework to bring about evolution while understanding the changing nature of Customer Experience.
Customer Retention: Why Your Dog Would Make More Money Than YouChris Hexton
Customer Retention is extremely important for any online business, though is often overlook. Learn how to increase your customer retention rate (and reduce churn) with these tips and tricks.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Digital summit denver creating customer experience designCody Landefeld
These are the slides from my presentation at Digital Summit in Denver 2014. I presented on User Experience and Marketing as they combine for creating "Customer Experience Design."
Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial.
There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence.
Webinar presentation--A Framework for Enterprise Adoption of Virtual Worlds--by Rob Edmonds of Virtual Worlds @ Work, a research initiative of SRI Consulting Business Intelligence (a spin out from SRI International, formerly Stanford Research Institute) in Menlo Park, in Silicon Valley
Microsoft Bizspark Presentation - Digital Economy EventLee Stott
Presentation on Microsoft BizSpark for Nottingham University Digital Economy YES event for Biotech start-ups. visit www.bizspark.com for more details of BizSpark
Defrag Keynote: Social Computing and the Enterprise-Bridging the GapMark Koenig
Slides for Keynote Address at Defrag Conference, Denver CO. November 3, 2008.
Before citing, please review Saugatuck's Citation Policy at http://www.saugatech.com/citationpolicy.htm
User Experience - More Than Just a Pretty StickC4Media
Video and slides synchronized, mp3 and slide download available at http://bit.ly/YLazIT.
Lane Halley advises on building and organizing a User Experience process based on the Lean Startup cycle. Filmed at qconsf.com.
Lane Halley uses lean design & agile development methods to create Web & mobile products. Prior to joining Carbon Five, Lane worked as a UX coach and trainer (LUXr), an in-house design manager (Liquidnet), an agency designer (Cooper, Hot Studio), a director of User Experience (SenSage) and a video game producer (Mindscape/Electronic Arts).
An all-day Mobile Strategy Seminar presented to the Wavefront AC community on August 14, 2012.
The presentation goal was to provide an overview of the process to define mobile solutions for companies who have yet to enter into the space. Concepts introduced included:
Similar to Customer Experience Design Talk Idris Mootee (20)
This is the second session (Sep 8) of our Free Open Advanced Branding Masterclass at www.mootee.typepad.com. Pls rememebr no books are needed. We will forward additional reading material for all registered participants.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
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Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
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/
2. 2
What is customer experience?
Social connections
User Experience
Interactions
Usability
Customer Experience
Customer Experience
Customer Service
Customer Relationships
Design
Advertising
2003 2007 Idris Mootee www.mootee.typepad.com
3. 3
New Paradigm in Marketing Management
Product-Driven Customer Experience-Driven
Customer
Customer
Value
Value
Customer Relationships
Management
Interactions Design
2003 2007 Idris Mootee www.mootee.typepad.com
4. 4
How is it different from services?
“experiences are as distinct
from services as services
are from goods.”
Joseph Pine & James Gilmore The Experience Economy
2003 2007 Idris Mootee www.mootee.typepad.com
5. 5
Product Design as Customer Experience
IT adopted it … The next stages
In the 90's in a limited way are service design...
Design started
to become a
mega trend
In the 80's, IT was
engineering centred …
and it showed
Business Actors
.. and
experience
design.
MIT
Jonathan
Design agencies John
Medialab
Ive @ Apple Naisbitt
Source: Adapted from Gartner Research
2003 2007 Idris Mootee www.mootee.typepad.com
6. 6
The Crossover of Business, Design and Technology
Crossing over of of business, technology & design will create a new strategic business
discipline within 5 years …. the Next Competitive Advantage!
• Internal specialist unit of IT hybrid
innovators
•Design && Architecture
•Design Architecture
• Work directly with vendor labs
should be part of your your
• 50 % of projects 'impossible' skills mix part of your your
should be
skills mix
• Budget 'not so much an issue'
• • Apply to service
Apply to service
• Projects aim to create magic not just product development
not just product development
• Purpose - to support the brand
• • Learn by experiment
Learn by experiment
experience be prepared to accept failures
be prepared to accept failures
• • Seek the 'wow' factor
Seek the 'wow' factor
and learn to value it
Technology enablers and learn to value it
Wireless • • Be multi-disciplinary value
Be multi-disciplinary value
Processor Processor Graphics Displays devices idea exchange, suppress
idea exchange, suppress
narrow minded derogatory
cultures minded derogatory
narrow
$ cultures
p q
p n
Source: Adapted from Gartner Research
2003 2007 Idris Mootee www.mootee.typepad.com
7. 7
Customer Experience as Business Strategy
If you choose a high-value, high-cost strategy as
your basis of competition, the next question is…
How do you generate profitable and sustainable
innovation? Not only managing costs but also
managing imagination.
2003 2007 Idris Mootee www.mootee.typepad.com
8. 8
Customer Experience is a Strategy to Shift Demand Curves
Shifting the demand curve by
customer experience design
p
Price Demand for branded products
with compelling customer
experiences
Demand for branded product
s
Demand for unbranded product
Quantity (share)
2003 2007 Idris Mootee www.mootee.typepad.com
9. 9
What is Customer Experience?
Mass Advertising
Marketing
Direct Marketing / BTL
Communications
Direct Face-to-Face (Pre and Post
Human
Sales)
Interactions
Through Other Communication
Design
Channels (Pre and Post Sales)
Brand
Product Experience
Product
Product Identity
Design
Product Image
Web-based Interactions (remote)
Technology-
enabled POS Interactions (in-store)
Interactions
Mobile-based Interactions
Design
Communities enabled by networks
2003 2007 Idris Mootee www.mootee.typepad.com
10. 10
What is Customer Experience?
Core Product
or Service
Customer
Brand
Interactions
Marketing
2003 2007 Idris Mootee www.mootee.typepad.com
11. 11
What is Customer Experience?
Customer experience design is taking the
customer views of the interactions to understand
the emotional bond between the brand and
customers. It requires a common understanding
of the customer journey, then align the company
actions to build emotional bonds.
2003 2007 Idris Mootee www.mootee.typepad.com
12. 12
What is Customer Experience?
It is the collective set of experiences…. on the web,
in store or even tiny little things that companies. It is
about understanding their unmet needs, wants,
capabilities and desires in a deeply contextual level.
And that leads to thoughtful and purposeful use of
technologies, communities and imageries.
2003 2007 Idris Mootee www.mootee.typepad.com
13. 13
Why Customer Experience?
……the answer is pretty simple. Customers
remember and value great experiences that
demonstrate deep understanding and respect
for their needs.
When companies learn how to deliver and
evolve differentiated experiences, they tend to
build strong, enduring customer relationships
and profitable businesses.
2003 2007 Idris Mootee www.mootee.typepad.com
14. 14
Questions To Ask
What do we embed “customer empathy” into
everything we do?
How do we create compelling cross-channel
experiences with customers and extended business
partners?
How do we create value from “customer
communities” and bring them into the value creation
process?
2003 2007 Idris Mootee www.mootee.typepad.com
15. 15
What is Customer Experience?
Prada
2003 2007 Idris Mootee www.mootee.typepad.com
16. 16
What is Customer Experience?
LG
2003 2007 Idris Mootee www.mootee.typepad.com
17. 17
What is Customer Experience?
Addidas
2003 2007 Idris Mootee www.mootee.typepad.com
18. 18
What is Customer Experience?
Southwest
2003 2007 Idris Mootee www.mootee.typepad.com
19. 19
What is Customer Experience?
Circuit City
2003 2007 Idris Mootee www.mootee.typepad.com
20. 20
What is Customer Experience?
Apple
2003 2007 Idris Mootee www.mootee.typepad.com
21. 21
What is Customer Experience?
Facebook
2003 2007 Idris Mootee www.mootee.typepad.com
22. 22
What is Customer Experience?
Win a Cow Shop - Tokyo
2003 2007 Idris Mootee www.mootee.typepad.com
23. 23
What is Customer Experience?
Nintendo
2003 2007 Idris Mootee www.mootee.typepad.com
24. 24
What is Customer Experience?
Yahoo
·
2003 2007 Idris Mootee www.mootee.typepad.com
25. 25
What is Customer Experience?
Harley Davison
2003 2007 Idris Mootee www.mootee.typepad.com
26. 26
What is Customer Experience?
Starbucks
2003 2007 Idris Mootee www.mootee.typepad.com
27. 27
Why Customer Experience?
Design Transforms even the [Biggest]
Corporations! TARGET … “the
champion of America’s new design
democracy”(Time)
2003 2007 Idris Mootee www.mootee.typepad.com
28. 28
Why Customer Experience?
Marketing becomes the ultimate social
practice of postmodern consumer culture, it
now plays an important role in giving meaning
to life through consumption.
2003 2007 Idris Mootee www.mootee.typepad.com
30. 30
Why Customer Experience?
“We don’t have a good language to talk about this
kind of thing. In most people’s vocabularies, design
means veneer. … But to me, nothing could be
further from the meaning of design. Design is the
fundamental soul of a man-made creation.”
Steve Jobs, Apple Computers
2003 2007 Idris Mootee www.mootee.typepad.com
31. 31
Why Customer Experience?
Meaning does not necessary emanate from the
functional aspects of things. Consumer
experiences of what are seemingly objectives
properties are simply “Cultural Constructions”.
60
Idris Mootee, 60 Minute Brand Strategist
2003 2007 Idris Mootee www.mootee.typepad.com
32. 32
What is Customer Experience ?
It’s about interactions!
2003 2007 Idris Mootee www.mootee.typepad.com
33. 33
What is Customer Experience ?
The design of real world and virtual spaces for
conversations and interactions?
Interactions to help customer to make informed
decisions?
Interactions with customer that build trust and
relationships?
Interactions that allow the customer to engage in a
dialogue?
2003 2007 Idris Mootee www.mootee.typepad.com
35. 35
Customer Experience Principles
co-creation of value
Customer experience innovation is a bottom up
process, or ‘tags’ or ‘tag clouds’ (basically the
process of allowing users to create their own
taxonomies that feed a central ‘community
taxonomy). It means the product is not
consumed but created at the time of use
between the user and the system. Use the
experience of customers to create value.
2003 2007 Idris Mootee www.mootee.typepad.com
36. 36
Customer Experience Principles
consistency
The core idea is to make things more user
friendly by means of aesthetic consistency of
style and appearance There is also functional
consistency in terms of meaning and action.
Standards are required to drive both.
2003 2007 Idris Mootee www.mootee.typepad.com
37. 37
Customer Experience Principles
observation
This includes ethnography, framing the
experience design problem in the context or
actual use, instead of asking what people
want, observing what they need. (Contextual
inquiry, observation, ethnography,
participatory design etc.)
2003 2007 Idris Mootee www.mootee.typepad.com
38. 38
Customer Experience Principles
expectation effect
This refers to ways in which
expectations affect perception and
behavior. When people are aware of a
probable outcome, their perceptions
and behavior are affected in many
ways. Expectation management is a
key part of customer experience
design and delivery.
2003 2007 Idris Mootee www.mootee.typepad.com
39. 39
Customer Experience Principles
exposure effect
When stimuli are repeatedly
presented and, as a result, are
increasingly well liked and accepted.
The strongest effect are seen with
photos, meaningful words, simple
shapes and smaller effects with icons
and people.
2003 2007 Idris Mootee www.mootee.typepad.com
40. 40
Customer Experience Principles
Hick’s law
It states that the time required to make a decision is a function of
the number of available options. The fewer the customers are
trained to perform time-critical procedures, train on the lowest
possible responses for a given scenario. This will minimize error
rates and drives users satisfaction.
2003 2007 Idris Mootee www.mootee.typepad.com
41. 41
Customer Experience Principles
hierarchy of needs
This principle specifies that a customer
experience feature must serve the low-level
needs, before the high-level needs can begin
to addressed.
2003 2007 Idris Mootee www.mootee.typepad.com
42. 42
Customer Experience Principles
immersion
This is a state of metal focus so intense
that awareness of the “real” world is lost,
generally resulting in a moment of joy
and satisfaction. Immersion can occur
while working on a task, playing a game,
reading a book. Example: a modified
sense of time ( long hrs pass by in what
seems like minutes )
2003 2007 Idris Mootee www.mootee.typepad.com
43. 43
Customer Experience Principles
customer life cycle
All customer experiences progress
through stages of existence and
understanding the implications of each
allow us to understand customer
unmet needs.
2003 2007 Idris Mootee www.mootee.typepad.com
44. 44
Customer Experience Principles
products as nodes
This is about making sure the
experience design takes into account
the wider context of use (other
offerings, other customers), or the
wider context of the offerings.
Customers experience is an
organizations output in one integrated
space.
2003 2007 Idris Mootee www.mootee.typepad.com
45. 45
Customer Experience Principles
mapping
This is about relationship about
controls and their movements or
effects. It is about increasing the ease
of use. Good mapping is primarily a HOME
function of similarity of design, behavior
and meaning
2003 2007 Idris Mootee www.mootee.typepad.com
46. 46
Customer Experience Principles
Ockham’s razor
Given a choice between
functionality equivalent designs,
the simplest is always preferred.
The idea is unnecessary
elements decrease efficiency and
increase probability of
unanticipated consequences.
2003 2007 Idris Mootee www.mootee.typepad.com
47. 47
Customer Experience Principles
storytelling
This is about creating imageries,
emotions and understanding
through sharing of stories with an
audience. Story telling is powerful
when enhanced through
extended communities through
the power of the networks.
2003 2007 Idris Mootee www.mootee.typepad.com
48. 48
Customer Experience Principles
progressive disclosure
An effective approach for managing
information complexity in which only
the necessary or requested is
displayed at any given time. Making
it easy for customer is often a big
part of customer experience.
2003 2007 Idris Mootee www.mootee.typepad.com
49. 49
Customer Experience Principles
Von Restorff effect
This is about increased likelihood
of remembering unique or
distinctive events . Different in
experience occur when something
is noticeably different from past
experience.
2003 2007 Idris Mootee www.mootee.typepad.com
50. 50
The Customer Experience Design Journey
The customer experience innovation journey is
a nonlinear cycle of divergent and convergent
activities that may repeat over time and at
different organizational levels and both ideas
and resources are required to renew the cycle.
This is the future of marketing.
2003 2007 Idris Mootee www.mootee.typepad.com