Join Magnet 360′s Customer Experience thought-leaders as they discuss the value of user experience strategy and design to engage customers, change behaviors, and deepen the individual’s relationship with your brand.

1. I <3 UX:
User Experience Design that
Deepens the Customer Relationship

2. MAGNET 360
UX AND THE CUSTOMER EXPERIENCE
2.27.14

3. TOUCH POINTS ARE DISCONNECTED
CX is NOT a marketing idea…The Customer Experience relies on the entire enterprise.
SERVICESALES
MARKETING DATA
SOCIAL
DATA
CUSTOMER PREFERENCES
Most businesses silo CX
The customer has a
single view of your
organization
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4. DEFINITION
Connect with customers
where they are
Know your customers
Be ready to transact
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5. Source: Harvard Business Review, December 2013
SOURCE OF COMPETITIVE ADVANTAGE
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6. Source: Harvard Business Review, December 2013
MARKET REWARDS CUSTOMER LEADERS
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7. CUSTOMER EXPERIENCE DISCIPLINES
DESIRABLE
RELEVANT
USABLE
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8. BUILD ADVOCACY
People who love your brand will introduce you
to new customers.
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9. CONNECTED CUSTOMER JOURNEY
Awareness
Active
Evaluation
Onboard
Regular Use
& Support
Engage
& Grow
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10. CARIBOU
TBD
Have you signed up for
the rewards program?
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11. CARIBOU
Sign up for the rewards when
you are ready!
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12. Honeywell|Sprint1|03.01.13|Page2
Honeywell Big 10
Home Page
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13. Stakeholder Communication
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14. DEFINE YOUR SUCCESS
START HERE: Answer this question
What is the journey you want customers to
have?
Take action to see it from their point of view
• Observe customers
• Learn how they communicate and connect
• Find out how they discover information
• Surface preferences, expectations and ultimately value propositions to the
customer
• Create marketing, service and product strategies that add value across
channels
• Lead the journey
• Measure the changes
• Ongoing improvement
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15. MEASURE AND IMPROVE
Seek first to understand
Are customers going on the journey you want
customers to have?
Measure main areas from operational and perceived perspectives
• Are you meeting customers’ needs?
• Is it easy?
• Is it enjoyable?
• What will customers do next?
• Will they recommend? (NetPromoter score)
Respond to data and information – Create governance board to make
informed decisions
• Proactive response
• Reactive response
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16. QUESTIONS?
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