holistic customer experience
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
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
Its Not about Product
its about People
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
There is NoBack Button
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
InfoCamp Seattle 2009
There is No Checkout
InfoCamp Seattle 2009
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 [email protected] Flavor - http://blueflavor.comPersonal - http://nickfinck.com