The document discusses customer experience and outlines a 7-step approach to designing and implementing a remarkable customer experience. The steps are: 1) inspire and involve stakeholders, 2) discover the current customer experience, 3) define the ideal experience, 4) design the customer journey, 5) engage employees, 6) implement the new experience, and 7) celebrate successes. Following this approach is claimed to result in increased revenue, cost efficiency, happiness, and a sense of purpose.

1. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
BEHAVIOURAND
INFLUENCE
FEARS | GOALS | NEEDS | STORY

2. CUSTOMEREXPERIENCE UNIVERSE
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
YOUR SOLUTION
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
FEARS | GOALS | NEEDS | STORY

3. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
YOUR SOLUTION
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
INSIDE YOUR ORGANISATION
Client Centric
Strategy
PROFIT VSPURPOSE PRODUCT VSSOLUTION
FEARS | GOALS | NEEDS | STORY

4. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
INSIDE YOUR ORGANISATION
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
Client Centric
Strategy
PROFIT VSPURPOSE PRODUCT VSSOLUTION
INTERACTION CHANNELS
FEARS | GOALS | NEEDS | STORY

5. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
INTERACTION CHANNELS
INSIDE YOUR ORGANISATION
Client Centric
Strategy
PROFIT VSPURPOSE PRODUCT VSSOLUTION
FEARS | GOALS | NEEDS | STORY
YOUREXPERIENCE
ESSENCE

6. CUSTOMEREXPERIENCE UNIVERSE
NEED
PRODUCT AWARENESS
EVALUATE
GET SUPPORT
USE
BUY
CATALYST
IMPORTANT THINGS IN JOURNEY:
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
CUSTOMER
JOURNEY

7. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
INTERACTION CHANNELS
INSIDE YOUR ORGANISATION
Client Centric
Strategy
PROFIT VSPURPOSE PRODUCT VSSOLUTION
FEARS | GOALS | NEEDS | STORY
EMPLOYEE VALUE PROPOSITION

8. CUSTOMEREXPERIENCE UNIVERSE
IMPORTANT THINGS IN JOURNEY:
INFUSE DNA
INSPIRE EXCELLENCE
ENCOURAGE CURIOUSITY
AND LEARNING
REWARD
INNOVATE AND CO-CREATE
ATTRACT
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
EMPLOYEE JOURNEY

9. CUSTOMEREXPERIENCE UNIVERSE
PEOPLE PROCESS TECHNOLOGY
CHANGE
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE

10. CUSTOMEREXPERIENCE UNIVERSE
Ifyou follow this approach
Your benefits will be:
1. Inspire and
involve
2. Discover your
experience
4. Design your
experience
5. Engage your
employees
6. Implement your
experience
7. Celebrate3. Define your
experience
Revenue Cost Efficiency Happiness Love Purpose

11. CUSTOMEREXPERIENCE UNIVERSE
How to…

12. CUSTOMEREXPERIENCE UNIVERSE
1. Inspire and Involve
Self Help:
o Become a story teller who inspires people to be brilliant
o Start a customer council in your organization – meet monthly
o Help people become smarter in the decisions they take – educate in a interesting
way

13. CUSTOMEREXPERIENCE UNIVERSE
2. Discover your experience
Self Help:
o Interrogate your complaints for the emotions that customers feel
o Have immersion sessions with your team and leaders
o In your customer council meetings, have immersions with your own and
competitor brands

14. CUSTOMEREXPERIENCE UNIVERSE
3. Define your Experience
Self Help:
o Get really crisp about what the experience essence is for your brand?
o What is the DNA, the perfume of your brand that you want everyone to wear?
o Set up a workshop and answer the question of who the customer is, their needs,
fears and goals. Then develop a one liner that would tell the most junior person
what the job is that they need to do.

15. CUSTOMEREXPERIENCE UNIVERSE
4. Design your experience
Self Help:
o Design a journey for your own team
o Identify the moments that matter
o Define what emotions you want to evoke for your team
o Define what delight and disappointment looks like

16. CUSTOMEREXPERIENCE UNIVERSE
5. Engage your Employees
Self Help:
o Talk to people about themselves
o Master the art of compassionate connection

17. CUSTOMEREXPERIENCE UNIVERSE
6. Implement Experience
Self Help:
o Take a small initiative (pilot project) and apply project management principles to it
o Deliver real results and communicate it back to the organisation

18. CUSTOMEREXPERIENCE UNIVERSE
7. Celebrate
Self Help:
o Measure and track the improvement in creative ways
o Communicate that back to the organisation

19. CUSTOMEREXPERIENCE UNIVERSE
THOUGHTS
EMOTIONS
BEHAVIOURAND
INFLUENCE
EMPLOYEE EXPERIENCECUSTOMER EXPERIENCE
FEARS | GOALS | NEEDS | STORY
REMARKABLE!