1. Customer Experience
Which companies are setting
customer experience expectations
for your business?
Jeofrey Bean
ProductCamp SoCal 2014
Saturday, November 15
Anaheim, CA

3. Why Customer Experience
and Why Now?
• What are these companies doing?
• Great ideas, great products and services
are not good enough
• These companies change their industries
and customers lives forever
©2012 - 2014 Jeofrey Bean and
Sean Van Tyne

4. “Businesses that provide a great customer
experience are more profitable and sustainable than
their competitors” . . .
“We know from the data that people will pay for it”
- Gary Tucker, SVP Global Services & Emerging Industries,
J.D. Power and Associates

5. 5%
25%
70%
©2012 - 2014 JD Power and
Associates, Jeofrey Bean and
Sean Van Tyne

6. CX Defined by Experience Makers
Customer Experience (CX)
All interactions people have with or about a company’s
messages, people, processes, products or services.
When the experience starts
From potential customer to customer to advocate.
User Experience (UX)
A person’s experience directly interacting with a company’s
products or services.
The proof point that promises made are true.
©2012 - 2014 Jeofrey Bean and
Sean Van Tyne

7. ©2012 - 2014 Jeofrey Bean
Social Networks
LinkedIn, Facebook,
Google +
Social Bookmarking
and News
Digg, StumbleUpon,
Pinterest, Instagram
Blogs
Personal,
Special Interest,
Industry-experts
Micro-Blogging
Twitter
Instant Messaging
Media Sharing
YouTube, Flickr
Sharing CX
Quickly,
Efficiently

8. The Customer Experience 3Ds
Determine what the experience should be
Develop the experience
Deliver on their promises
©2012 - 2014 Jeofrey Bean and
Sean Van Tyne

10. CX Smartphone Revolution
April 2009
Samsung
announces first
Android phone
Worldwide Unit Sales (000s)
Nov 2007
Google unveils
Android OS
June 2007
Apple releases
first smartphone
Gartner Data: Wall Street Journal 9/4/13 pB1, http://www.gartner.com/newsroom/id/2665715

11. “Amazon fundamentally changed the
way that people interact and expect to
interact with all online providers.”
“When you have a company that sets
the new bar on expectations, it sets
the bar for every company.”
Gina Pingitore, J.D. Power’s Chief Research Officer

12. Knowing which companies are setting
experience expectations is more important than
ever
It goes beyond customer satisfaction to
Innovating the next generation customer
experience
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet
Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-
Experience-9_22_14.pdf

13. On the job, at home or relaxing on
vacation, your present and future
customers are having experiences that
impact their expectations of you and your
business
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet
Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-
Experience-9_22_14.pdf

14. Which companies are setting customer
experience expectations for your
business?
Customer Messages People Processes Products Services
Persona 1 Schwan’s Zingerman’s Deli Amazon Apple iPhone Nordstrom
Persona 2 USAA Apple Retail National Car Rental Chevy Silverado HD USAA
Persona 3 Wawanesa Cabela’s Hotel Indigo Intuit QuickBooks Uber
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet
Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-
Experience-9_22_14.pdf

15. If a customer, Persona 2, asserts that . . .
The most helpful people are at the Apple Store, the
pick-up and return is easiest at National Car Rental and
looks to USAA as a their trusted promise keeper . . .
What does this tell you about creating a
completely new experience for them?
Customer Messages People Processes Products Services
Persona 1 Schwan’s Zingerman’s Deli Amazon Apple iPhone Nordstrom
Persona 2 USAA Apple Retail National Car Rental Chevy Silverado HD USAA
Persona 3 Wawanesa Cabela’s Hotel Indigo Intuit QuickBooks Uber
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet
Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-
Experience-9_22_14.pdf

16. It’s time to take an accurate look at the
companies setting people’s experience
expectations of your business
With those insights, decide what it
means for your business now and in the
future
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet
Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-
Experience-9_22_14.pdf

17. Thank You
Jeofrey Bean
DelMarResearch.com
Twitter
LinkedIn
YouTube speaker video
The Book
CXRevolution.com
BrigantineMedia.com
Amazon.com