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Transforming Customer Experience

Date post: 12-Feb-2017
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Transforming Customer Experience DAN FAHRNER & MARK SHREVE SmallBox
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Page 1: Transforming Customer Experience

Transforming

Customer Experience

DAN FAHRNER & MARK SHREVE

SmallBox

Page 2: Transforming Customer Experience
Page 3: Transforming Customer Experience

What is customer experience?

Page 4: Transforming Customer Experience

THE INTERNET:

Customer experience is an interaction

between an organization and a

customer over the duration of their

relationship.

Page 5: Transforming Customer Experience

What makes for a great interaction?

Page 6: Transforming Customer Experience

Intentional

Page 7: Transforming Customer Experience

Intentional

Values-based

Page 8: Transforming Customer Experience

Intentional

Values-based

People-centered

Page 9: Transforming Customer Experience

US

THEM

Page 10: Transforming Customer Experience

Have an example?

Page 11: Transforming Customer Experience

How do I actually go from good to great?

Page 12: Transforming Customer Experience

DESIGN THINKING

Page 13: Transforming Customer Experience

D.SCHOOL

empathize

define

ideate

prototype

test

Page 14: Transforming Customer Experience

empathize

define

ideate

prototype

test

Page 15: Transforming Customer Experience

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Understand:

Put yourself in the

customer’s shoes!

Page 16: Transforming Customer Experience

empathize

define

ideate

prototype

test

Page 17: Transforming Customer Experience

Frame the Problem:

Identify the right pain

points.

Page 18: Transforming Customer Experience

empathize

define

ideate

prototype

test

Page 19: Transforming Customer Experience

Diverge & Converge:

Find the broadest range of

ideas before prioritizing

what to solve.

Page 20: Transforming Customer Experience

Let’s practice!

Page 21: Transforming Customer Experience

Priority Matrix!

Give each idea a score from 0-10 by:

Value for the customer

Potential value for the business

Alignment with org capabilities

Overall gut feeling

Page 22: Transforming Customer Experience

Let’s talk!


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