Best Face Forward:
Why Customer Experience is the New
Frontier of Competitive Advantage
John Nardone
Chairman & CEO of [x+1]
Marketing innovator, in creating brand
relevance for global companies.
Placed the fir...
About [x+1]
[x+1] delivers the power of relevant communications to the world’s
best companies
Optimizes prospect and custo...
FedEx & [x+1]
Decision engine to deliver the right
marketing message to the right audience
segment at the right time.
Jeffrey F Rayport
An affiliated faculty member at
Harvard Business School
New information technologies and
their impacts o...
The New Competitive
Advantage
t o u c ht o u c h
Different Interfaces
Customers control
merchandise rankings
A people rich experience
The intelligent internet
Bringing human service
to web interactions
The right mix of
customer interfaces
FedEx recognized many opportunities for www.fedex.com to
give visitors a more productive experience
Thank you
Q & A
Best Face Forward
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Best Face Forward

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Best Face Forward

  1. 1. Best Face Forward: Why Customer Experience is the New Frontier of Competitive Advantage
  2. 2. John Nardone Chairman & CEO of [x+1] Marketing innovator, in creating brand relevance for global companies. Placed the first paid ads on the Internet 16 years ago, establishing the first online media pricing model, andfirst online media pricing model, and launching some of the first websites for consumer products.
  3. 3. About [x+1] [x+1] delivers the power of relevant communications to the world’s best companies Optimizes prospect and customer interactions across multiple digital channels. Digital Marketing Hub
  4. 4. FedEx & [x+1] Decision engine to deliver the right marketing message to the right audience segment at the right time.
  5. 5. Jeffrey F Rayport An affiliated faculty member at Harvard Business School New information technologies and their impacts on companies’ service and marketing strategies. Breakthrough service strategies for network-based businesses.network-based businesses.
  6. 6. The New Competitive Advantage t o u c ht o u c h
  7. 7. Different Interfaces
  8. 8. Customers control merchandise rankings
  9. 9. A people rich experience
  10. 10. The intelligent internet
  11. 11. Bringing human service to web interactions
  12. 12. The right mix of customer interfaces
  13. 13. FedEx recognized many opportunities for www.fedex.com to give visitors a more productive experience
  14. 14. Thank you Q & A

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