The customer of the future is here!

The customer of the future is
already here!
How prepared are you?
http://linkedin.com/in/janneohtonen

(S)HE IS MOVING FAST!

Technology will be fully
adopted soon!

We are already used to this…
… BUT IT IS JUST THE BEGINNING!

In the next few years there will be…
… OVER 2
BILLION
SMARTPHONES!

Google glasses will be here
soon!

But even more important these guys are coming!
THEY NEVER LIVED
THEIR LIVES
WITHOUT
GADGETS OR
SOCIAL MEDIA!

The customers will have zero tolerance for
BAD BEHAVIOUR!

Here lies
Cause of death:
Years of neglect

Sainsbury's gets fingers burnt by
HALF-PRICE DEAL EXPOSÉ
Customers will find out,
report and share
companies’ unethical
behavior!

It will be harder to reach the target customers!

The challenge is to be one of the 5 brands
customers want to be connected with!

Customer
Experience
Management
Customer
Centricity
Selling
without
actually
selling
Technology
as an
enabler
How can we prepare for all this?

Customer
Experience
Management
Customer
Centricity
Selling
without
actually
selling
Technology
as an
enabler
Through CUSTOMER CENTRICITY!

Companies often know the problems…
… but are not committed to
solving them!!!

Look for BLIND SPOTS in
the customer experience
You know, those little things you don’t
notice or care anymore, but that your
customer hates.
ELIMINATE THOSE BLIND SPOTS one by one!

And see the business with the
eyes of your customer!
Become your own MYSTERY
SHOPPER!

Thinking about the details
is the first step…
What would Disney do
if they were running my
company?
How would Zappos
shape my company’s
customer experience?
NextTen has practical
tools for shaping the
Customer Experience!

From fixing the basics to a
GREAT CUSTOMER EXPERIENCE
AVOID DIFFERENT SERVICE LEVELS BASED ON THE
CUSTOMER TYPE
EVERYONE NEEDS AN ACCEPTABLE
CUSTOMER SERVICE LEVEL!
ALIGN EVERYTHING YOUR ORGANIZATION DOES TO
SUCCESSFUL CUSTOMER OUTCOMES
WITH CUSTOMER EXPERIENCE INNOVATION
BUILD YOUR ORGANISATION TO SERVE
CUSTOMERS AND PROFIT FROM THAT!

Make every customer happy!
HOW?
Using cheerfulness!
GOAL?
Deliver WOW through service!
HOW?
Using Zappos customer centric culture!

But also RANDOM ACTS
OF KINDNESS still work!

MAKE SURPRISES AUTHENTIC!
Not opportunistic…

A boy saved for more
than two years to buy a
specific Lego set...
When he had enough money,
the set was taken out off the
market already 
“LUCKILY”,
LEGO TRACKED IT DOWN
AND GAVE THE BOY HIS
DREAM TOY! 

Customer experiences are GREAT CONVERSATION STARTERS
The flights to a huge dance festival have dancers, DJs and
music on board.
Think where the process starts and ends for the customer!
THE EXPERIENCE ALREADY STARTS ON THE PLANE!

THE ZAPPOS CALL CENTER…
…has a target that 90%
of the customers must be happier
after the call than they were before!

Key actions for success are to
OFFER GREAT
CUSTOMER EXPERIENCE
ALIGN PROCESSES TO
SUCCESSFUL CUSTOMER
OUTCOMES
THINK WHERE THE PROCESS
STARTS AND ENDS FOR THE
CUSTOMER

AND REMEMBER

THANK YOU FOR
WATCHING THIS
PRESENTATION!
CONNECT WITH ME IN LINKEDIN:

The customer of the future is here!

Recommandé

Recommandé

Contenu connexe

Similaire à The customer of the future is here!

Similaire à The customer of the future is here! (20)

Dernier

Dernier (20)

The customer of the future is here!