sxsw 2017: promo: 439 customer experience management bootcamp

@WayneNH#SXSW429

439: Customer Experience

Bootcamp

Wayne Kurtzman

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman.

Original content retained by original owner.

1

@WayneNH#SXSW429

439Of the original Fortune 500 are no longer in business.

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.2Source: @Mark_J_Perry and AEI.org

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What happened?

•Relevancy• Technology / “Creative Disruption”• The Voice of the Customer has returned!

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.3

@WayneNH#SXSW429

RelevancyIf you can’t stay relevant in your customers lives, they will move on.

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.4

@WayneNH#SXSW429

The 1890s called:They want their FUNNEL back

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.5

Prospecting

Qualifying Opportunities

Identifying needs

Value Prop

Proposal

Negotiation

Sale

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Influence Loop

Based on the Altimeter Dynamic Customer Journey

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.6

Formulation

Awareness

Consideration

PreCommerce

Evaluation

Commerce

Purchase

PostCommerce

Experience

Loyalty

Advocate

@WayneNH#SXSW429

where people learn, act, react, transact and affect transactionsin real time.

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.7

The Internet is a place

And the customer experience starts before prospects reach the company.

- Wayne Kurtzman inspired By Jeff Jarvis

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Bad Social Media (Examples)

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.8

@WayneNH#SXSW429

Technologyis not disruptive.

John HagelDirector and Co-Chairman

DeloitteCenter for the Edge

as

It is the economythat makes it disruptive.

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What is a Brand? “Today, a brand is the product, team culture and community voice.”

- Joanna Lord

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.10

“Today, a brand is the product, team culture, community voice and

experience the person has with the brand.”

- Joanna Lordand Wayne Kurtzman

@WayneNH#SXSW429

We’ll answer

What can you really do about it?

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.11

@WayneNH#SXSW429

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” - Maya Angelou

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.12

will never forget how you made them feel

@WayneNH#SXSW429

“people will never forget how you made them feel.”

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.13

B2B

B2C

H2H@BryanKramer

Customer Experience is about the

Human Experience

@WayneNH#SXSW429

This session will enable you to:

• Understand how we got here – and why it matters• What the leading experts are saying to do now, and later• Start to identify when and where prospects become aware of you or

your product(s)• How they feel about you now• Hands-on methods to quantify and report• The different metrics across the enterprise

• Check internal processes• Are they meeting the needs of customers/prospects

• Review popular free and paid tools to help• Identify your opportunity to get this right, and quantify $

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.14

@WayneNH#SXSW429

About Wayne Kurtzman

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.15

@WayneNH#SXSW429

Coming This Spring

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman. Original content retained by

original owner.16

@WayneNH#SXSW429

439: Customer Experience

Bootcamp

Wayne Kurtzman

(c) 1996 - 2016 BeyondThe.Biz/Wayne Kurtzman.

Original content retained by original owner.

17