8. ADV
high expectation
in store buy
high expectation
daily usage
anything special
Batman
experience
customer hero
up-selling
why -_-
9. ADV
high expectation
in store buy
high expectation
daily usage
anything special
Batman
experience
customer hero
up-selling
why -_-
customer
service
°_°
11. other
player
proposal
ADV
high expectation
in store buy
^_^
high expectation
daily usage
anything special
Batman
experience
customer hero
up-selling
long shot
redemption
why -_-
WTF!!!
customer
service
°_°
12. “Why you haven’t change supplier?
!
Because they are equal and I need time for change”
13. an important lesson on customer satisfaction
less worst choice vs energy for change
17. “I think that one of the biggest problems in this country is
that every product or service provider solves his operational
problems by simply pushing them to the end users.
And this is the best way to deliver an awful user experience.”
Alessandro Galetto 2013
18. talk goal
As product manager/owner & teams
we want create successful products
and services
28. The next big miracle
Improve CX & UX of customer base = success!?!?
29. The next big miracle
Improve CX & UX of customer base = success!?!?
TR
NO
LLY
EA
30. We have to understand two more real big but underestimate
PHENOMENON
31. how many service
we use and how?
how experience change
our needs and behavior?
32. how many service
we use and how?
how experience change
our needs and behavior?
33. “We are in the battle of home screen”
Matias Duarte 2012
34. Used (last 30 days)
Adopted
40
25
21
30
15
20
15
12
10
9
0
Italy
USA
Switzerland
People insight
Average number of digital services
Data by Google Insight
36. There can be only one
As human we have limited cognitive (capabilities, memory, …)
& physical (time, money,…) resources so we try to focus
only on a few services providers.
37. “many of my friends is moving from sms to whatsapp,
is free and I can see also the status… is cool!”
!
effect
Substitution effect
46. in today’s world
customers that have the opportunity reward
companies that help them to do more.
!
In exchange for hard-earned cash, customers
want an enriched experience that improves
their lives.
Forrester 2011, Forbes 2012, Wolffolins Game Changers Report 2012
53. The lesson
Think really carefully about how our products
and service interact with our users life and how
can be integrated with their circadian cycle!