Before We Begin ...

First it was about connecting computers

Then it was about connecting information

Now its about connecting people

Next it will be about connecting ideas &

communities

It may or may not involve corporations

My Start In Customer Experience

Become an “In-Betweener”

“all things I get in the in-between that’s in the middle between real work and real leisure” James Gardner, Bankervision

So, Customer Experience …

What was the last great experience you had ?

What made it a great experience?

What was the feeling it gave you?

Was it something you ate?

Or something you bought?

Or catching a flight?

Or getting a mortgage?

What was the last great experience you had that kept on

giving ?

Or that you told someone else about?

Or that you felt got it right?Or did it differently to others?

Which well known brand was it?

Was it even a ‘brand’?

Was it a local business with a small niche clientele?

So What IsCustomer Experience?

The CUSTOMER is a person. A human being.

Rule number 1 – Treat the customer like a human being.

The EXPERIENCE is everything that happens to that person as they

interact with your company.

Rule number 2 – Look at the experience from the

customers perspective

How did it used to be?

CORPORATION

CONSUMER

CONSUMER

CONSUMER

CONSUMER

Before…

What’s Changed in CX?

KNOWLEDGE

ACCESS

CLOSED OPEN

Now…

CONSUMER

CORPORATION

CORPORATION

CORPORATION

CORPORATION

Now…

GUI NUI

What's it like now?

The Days of

are not receding,

Command & Control

They are finished forever

This is now …

Not …

A Right!

A Privilege!

Instant!

Delayed!

What's ahead?

CX

RG CR

So how will the game change?

20001980

VALUE &

MARKET COMPETITION

2020

COMPANIES SAY CUSTOMER IS KING

CUSTOMERS TELL COMPANIES CUSTOMER IS

KING

Dragged down by shareholder priorities

GFC a reality check

Dragged up by customer driven movement

Mechanism of collective power

So Who Gets It?

So who gets it? ...

They’ve always got it They grew from the new opportunity

... And who doesn’t?

They’re slowly getting it

The writings on the wall for many

Every bank, travel agent,

insurance company, real estate agent

and computer store on the

planet

Unless ...

YOUR LOCAL FRIENDLY RETAILER

NAILED NEW & OLD ECONOMY

STUCK IN THE 80s

DINOSAURS LOOKING TO

SURVIVE

CustomerCentric

Adapting to change

YOUR LOCAL FRIENDLY RETAILER

NAILED NEW & OLD ECONOMY

STUCK IN THE 80s

DINOSAURS LOOKING TO

SURVIVE

CustomerCentric

Adapting to change

DISINTERMEDIATIONSTAYIN ALIVE

CORE VALUESPRIMED

YOUR LOCAL FRIENDLY RETAILER

NAILED NEW & OLD ECONOMY

STUCK IN THE 80s

DINOSAURS LOOKING TO

SURVIVE

CustomerCentric

Adapting to change

DISINTERMEDIATIONSTAYIN ALIVE

CORE VALUESPRIMED

Source: Credit Suisse

Source: Credit Suisse

So The Challenge Is ...

From matching customers to products, we need to match products

to customers

Seth Godin

Individual

Segment

Region

Mass Market

IndividualSegment

Region

Mass Market

Thanks

www.TheBankChannel.com@TheBankChannel