Guest Lecture on Consumer Behaviour, Customer Experience and Reverse Thinking & Engineering by Jeroen van der Schenk. Hogeschool TIO Amsterdam Retail / Hospitality / Automotive / Business

1. START REVERSE
TO GO BEYOND
CUSTOMER
SATISFACTION
April 19,2018 @ TIO University of Applied Sciences

2. © 2018 by Performance Solutions
Jeroen van der Schenk
Manager Global Marketing & Communications
Experience Engineer
http://www.linkedin.com/in/jeroenvanderschenk
http://www.twitter.com/jvdschenk
www.facebook.com/performancesolutions.eu

3. WE ARE Experience engineers

4. SPREADING DELIGHT
THROUGH UNIQUE &
MEMORABLE EXPERIENCES

5. TRANSFORMING BUSINESS
INTO experience

6. BY REVERSE THINKING
& ENGINEERING

7. TO CREATE
RAVING FANS

9. HOSPITALITY RETAIL AND MORE…

11. THE END OF GUEST
SATISFACTION AS WE
KNOW IT…

12. GUESTS ARE BECOMING
MORE
AND MORE
‘EXPERIENCE SAVVY’

13. 80% of companies worldwide
believe they provide a superior
experience. Only 8% of their
customers agree…
Source: Bain & Company

15. THE CHOICE THESE DAYS
IS SIMPLE: EITHER ADD
MEANING, RELEVANCE, AND
DIFFERENTIATION
OR BE(COME) A COMMODITY.
THERE’S NOT MUCH
IN BETWEEN.

18. We believe words like “fresh” and
“organic” have an honest meaning
beyond marketing…

19. We bring affordable luxury to all
mobile citizens around the world…

22. W H AT D O G A M E C H A N G E R S
H AV E I N C O M M O N ?

23. S TA R T R E V E R S E T O G O B E Y O N D
JEROEN VAN DER SCHENK
SENIOR EXPERIENCE ENGINEER

24. DISRUPTING THE FUTURE, TOGETHER!

26. EMPLOYEE ENGAGEMENT
PERFORMANCE
EXPERIENCE
BRAND VALUE

28. GALLUP RESEARCHED THE ENGAGEMENT AROUND THE WORLD
HOW MUCH % OF
CO-WORKERS ARE
TRULY ENGAGED?
ENGAGED EMPLOYEES ARE:
INVOLVED, ENTHUSIASTIC ABOUT,
COMMITTED TO THEIR WORK AND WORKSPACE

29. Only 13% of employees worldwide are
engaged at work. That means about 1 out of 8
are psychologically committed to their jobs
and likely to be making positive contributions
to their organisations.

30. If you hire people who
are naturally engaging
and warm, and you allow
them to be themselves on the
job, they will be naturally
warm and engaging with each
other and with customers.
It’s that simple.

31. These days
you need to be not
just a merchandiser,
but an experience stager.
You need to understand
the principle that
the experience
is the marketing…

32. DISRUPTING THE FUTURE, TOGETHER!

33. WE ARE PERFORMANCE SOLUTIONS …
DELIGHTED TO BE YOUR PARTNER
TO BECOME MORE CLIENT FOCUSSED &
EMPOWER YOUR EMPLOYEES & LEADERSHIP TEAM
TO MAKE THE DIFFERENCE!