download the converge event app · 9/24/2015 1 customer loyalty: the art and science paul hagen and...

9/24/2015

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Customer Loyalty:The Art and Science

Paul Hagen and Kristin IrvingTuesday, September 29th, 2015

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BUSINESSCONSULTANTS

DEEPTECHNOLOGISTS

Intentionally Design Your Member Experience

Paul Hagen ‐ Senior Principal, Customer Experience

Kristin Irving ‐ Director, Healthcare

© 2015 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

Who cares about customer experience design?

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1. Kleiner Perkins adds John Maeda (former RISD head)

2. Google picked up mechanical design firm Gecko

3. Flextronics acquires Frog Design

4. CapitalOne acquires Adaptive Path

5. McKinsey picked up Lunar

6. Facebook has swallowed up Hot Studio, Bolt Peters, and Teehan+Lax

27 startups co‐founded by designers acquired

Design has gone mainstream

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$1 Billion

Forrester research estimates that a 10‐point spread in customer experience rating can amount to over $1 billion in financial

impact.

Thesis: Customer experience drives revenue growth

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Our research shows that companies scoring high in customer experience see substantial top‐line revenue growth.

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Is there such a thing as a good member experience in the dental industry?


Increasing customer experience in the dental chair

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You deliver experiences today…

…have you intentionally designed them?


DEEPEN your customer experience

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Southwest Airline

Source: southwestairlines.com

Which one has the right customer experience?

Southwest Airlines

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Source: Emirates.com

Which one has the right customer experience?

Emirates Airlines

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Customer Experience is not about giving customers everything they want…

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…it’s about keeping promises that a company makes

Making Promises

Keeping Promises

Communicating brand promise

Delivering value customers expect

Interaction Points

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Imagine a vase…

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Imagine a way to display flowers…

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Doug Dietz is a Principal Designer for GE Healthcare

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Standard customer experience…

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…resulted in 80+% of children needing to be sedated

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Doug started innovating with a team to find a solution for children

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© 2015 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.25

© 2015 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.26

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Patients have a more enjoyable experience.

Parents have a more enjoyable experience.

Radiologists get more accurate images.

Hospitals save time and money; lower risks.

Hospitals gain competitive differentiation.

GE Healthcare gains competitive differentiation.

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The customer experience changed the customer’s perception of the

organization.

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Envision…

Robotics

Big data & predictive analytics

Payments Wearable's

3D Printing

Crowdsourcing & Sharing economy

Drones Autonomous vehicles

Beacons

Artificial intelligence

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Wearables

Source: Forrester30

How will this catalyst change how you can serve

customers?

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Crowdsourcing and Sharing Economy

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How will this catalyst change how you can serve customers?


Artificial Intelligence

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How will this catalyst change how you can serve

customers?

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Big Data

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3D Printing

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Opportunity.

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Thank you for your time today

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Paul HagenSr. Principal, Customer ExperienceTel (213) 631‐[email protected]

Kristin IrvingDirector, Healthcare & InsuranceTel (630) 212‐8946 [email protected]

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download the converge event app · 9/24/2015 1 customer loyalty: the art and science paul hagen and...

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