Customer ExperienceWhich companies are setting
customer experience expectations for your business?
Jeofrey Bean
ProductCamp SoCal 2014Saturday, November 15
Anaheim, CA
©2012 - 2014 Jeofrey Bean andSean Van Tyne
Why Customer Experience and Why Now?
• What are these companies doing?
• Great ideas, great products and services are not good enough
• These companies change their industries and customers lives forever
“Businesses that provide a great customer experience are more profitable and sustainable than their competitors” . . .
“We know from the data that people will pay for it” - Gary Tucker, SVP Global Services & Emerging Industries,
J.D. Power and Associates
©2012 - 2014 JD Power and Associates, Jeofrey Bean and
Sean Van Tyne
5%
25%
70%
©2012 - 2014 Jeofrey Bean andSean Van Tyne
CX Defined by Experience Makers
Customer Experience (CX)All interactions people have with or about a company’s
messages, people, processes, products or services.
When the experience startsFrom potential customer to customer to advocate.
User Experience (UX)A person’s experience directly interacting with a company’s
products or services.
The proof point that promises made are true.
©2012 - 2014 Jeofrey Bean
Social NetworksLinkedIn, Facebook,
Google +
Social Bookmarking and News
Digg, StumbleUpon, Pinterest, Instagram
BlogsPersonal,
Special Interest,Industry-experts
Micro-BloggingTwitter
Instant Messaging
Media SharingYouTube, Flickr
Sharing CXQuickly,
Efficiently
©2012 - 2014 Jeofrey Bean andSean Van Tyne
The Customer Experience 3Ds
Determine what the experience should be
Develop the experience
Deliver on their promises
Worldwide Unit Sales (000s) Gartner Data: Wall Street Journal 9/4/13 pB1, http://www.gartner.com/newsroom/id/2665715
CX Smartphone Revolution
June 2007Apple releasesfirst smartphone
Nov 2007Google unveilsAndroid OS
April 2009Samsung announces firstAndroid phone
“Amazon fundamentally changed the way that people interact and expect to
interact with all online providers.”
“When you have a company that sets the new bar on expectations, it sets
the bar for every company.”
Gina Pingitore, J.D. Power’s Chief Research Officer
Knowing which companies are setting experience expectations is more important than ever
It goes beyond customer satisfaction toInnovating the next generation customer experience
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-Experience-9_22_14.pdf
On the job, at home or relaxing on vacation, your present and future customers are having experiences that impact their expectations of you and your business
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-Experience-9_22_14.pdf
Which companies are setting customer experience expectations for your
business?
Customer Messages People Processes Products Services Persona 1 Schwan’s Zingerman’s Deli Amazon Apple iPhone Nordstrom Persona 2 USAA Apple Retail National Car Rental Chevy Silverado HD USAA Persona 3 Wawanesa Cabela’s Hotel Indigo Intuit QuickBooks Uber
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-Experience-9_22_14.pdf
Customer Messages People Processes Products Services Persona 1 Schwan’s Zingerman’s Deli Amazon Apple iPhone Nordstrom Persona 2 USAA Apple Retail National Car Rental Chevy Silverado HD USAA Persona 3 Wawanesa Cabela’s Hotel Indigo Intuit QuickBooks Uber
If a customer, Persona 2, asserts that . . .
The most helpful people are at the Apple Store, the pick-up and return is easiest at National Car Rental and looks to USAA as a their trusted promise keeper . . .
What does this tell you about creating a completely new experience for them?
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-Experience-9_22_14.pdf
It’s time to take an accurate look at the companies setting people’s experience expectations of your business
With those insights, decide what it means for your business now and in the future
Which companies are setting customer experience expectations for your business? By ©Jeofrey Bean, Fleet Management Weekly, Sept 22, 2014.http://automotivedigest.com/wp-content/uploads/2014/09/Fleet-Customer-Experience-9_22_14.pdf
Jeofrey BeanDelMarResearch.comTwitterLinkedInYouTube speaker video
The BookCXRevolution.comBrigantineMedia.comAmazon.com
Thank You