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