holistic customer experience

Report

Tags:

Post on 28-Jan-2015

106 Views

Category:

Education

0 Downloads

Preview:

Click to see full reader

DESCRIPTION

Here are my slides from tonight's talk I gave at InfoCamp Seattle 2009. This session format was short presentation followed by open discussion with the audience. It was a general high-level overview of customer experience and how it correlates to user experience, customer service, environmental design, product design and more. With products and services quickly becoming commoditized, price differentiation is no longer a sustainable model. Customers are demanding more from businesses. Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction. Customers turn into advocates. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.

TRANSCRIPT

InfoCamp Seattle 2009

Holistic Customer ExperienceNick Finck, October 10, 2009Use #hcx when commenting on twitter

InfoCamp Seattle 2009

? What is the holistic customer

experience?

InfoCamp Seattle 2009

It’s BIGGER than UX

InfoCamp Seattle 2009

Brandexperience

Productexperience

Onlineexperience

Physicalexperience

Messageexperience

Socialexperience

Serviceexperience

Visualexperience

InfoCamp Seattle 2009

?Who isdoing this?

Pedometer Nike+

InfoCamp Seattle 2009

Its Not about Product

its about People

InfoCamp Seattle 2009

There is NoBack Button

InfoCamp Seattle 2009

There is No Checkout

InfoCamp Seattle 2009

Thank you!

InfoCamp Seattle 2009

Thank you!

Remember, comment on twitter with #hcx

InfoCamp Seattle 2009

Lets Start the Discussion

InfoCamp Seattle 2009

Holistic Customer ExperienceNick Fincknick@blueflavor.comBlue Flavor - http://blueflavor.comPersonal - http://nickfinck.com

mailto:nick@blueflavor.com?subject=

http://blueflavor.com

http://nickfinck.com

top related

holistic customer experience

twitter infocamp seattle

people infocamp seattle

button infocamp seattle

discussion infocamp

cominfocamp seattle

hcxinfocamp seattle

uxinfocamp seattle

checkoutinfocamp seattle

Education

the elements of customer experience the stages of...

beyond web accessibility: providing a holistic user...

hybrid retail planning 2013 - creating holistic customer...

customer experience innovation...

hsbc singapore: a holistic approach to customer...

customer/shopper experience management (cem)...

holistic customer communications management 2: holistic...

what\'s your story? designing a holistic customer experience

holistic experience design (hxd) for nasdaq proconf 2015

paulina rendón aguilar. leadership, customer services,...

taking the holistic view: building a customer feedback...

total customer experience conference 2013 total customer...

customer experience vs customer delight

customer retention [infographic] customer experience

10 digital experience proverbs - nathaniel davis ·...

20:20 customer experience customer experience - ibm

the holistic customer: beyond the website experience -...

customer experience management: the rewards of a holistic...

creating a holistic financial experience strategy blendconf...

msms2015 adopting holistic customer insight public