Jboye 2014 – Aarhus, Denmark

November 6, 2014

#JBOYE14 | @sliewehr

A Conversation with Univision A conversation with Univision October 22, 2013

Raising the Bar on Customer Experience

2  @sliewehr  |  @just_clarity  

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“A customer’s holistic perception of a company and its offerings based on all of the customer’s interactions with the company…”

Customer Experience @sliewehr  |  @just_clarity  

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a constituent an employee a customer a prospect a student a patient a donor a voter

A “customer” is… @sliewehr  |  @just_clarity  

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The failure of a single interaction threatens a customer’s entire perception of a brand.

@sliewehr  |  @just_clarity  

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Who cares? @sliewehr  |  @just_clarity  

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of consumers say they have switched business to a competitor due to poor customer experience

89% @sliewehr  |  @just_clarity  

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Consumers have voice and choice @sliewehr  |  @just_clarity  

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…and ubiquitous access to knowledge @sliewehr  |  @just_clarity  

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Facilitated by technology innovation @sliewehr  |  @just_clarity  

@sliewehr  |  @just_clarity   11  

June 28, 2007

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Strategic inflections Source:  Based  on  Andy  Grove,  Only  the  Paranoid  Survive,  1996  

Status Quo Strategic Inflection Point

New Paradigm

Old Paradigm

@sliewehr  |  @just_clarity  

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“Dissonance gap” Source:  Based  on  Andy  Grove,  Only  the  Paranoid  Survive,  1996  

Status Quo

New Paradigm

Dissonance Gap

@sliewehr  |  @just_clarity  

customer 14  @sliewehr  |  @just_clarity  

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Time

Cus

tom

er E

xper

ienc

e Q

ualit

y

Improve today’s experience

Transform the organization

Sustain cultural change

Customer-focused transformation @sliewehr  |  @just_clarity  

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   ΔCs  =  CxP  -­‐  CxE  

@sliewehr  |  @just_clarity  

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Customer’s Perceived Experience – Customer’s Expected Experience

[the change in] Customer Satisfaction

@sliewehr  |  @just_clarity  

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We must evangelize internally… @sliewehr  |  @just_clarity  

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…to avoid the fate of a Catfish @sliewehr  |  @just_clarity  

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Catfish: Someone who pretends to be someone they’re not using Facebook or other social media to create false identities.

- Urban Dictionary

@sliewehr  |  @just_clarity  

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The day of reckoning is coming @sliewehr  |  @just_clarity  

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NEWSFLASH: Your customers don’t want to engage with you…

@sliewehr  |  @just_clarity  

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…but they may want to buy from you @sliewehr  |  @just_clarity  

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…and they will quickly disengage.

@sliewehr  |  @just_clarity  

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The shift to Outside-In @sliewehr  |  @just_clarity  

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So what are the ingredients? @sliewehr  |  @just_clarity  

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1. Awareness @sliewehr  |  @just_clarity  

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“The greatest enemy of progress is not stagnation, but false progress.” - Sydney J. Harris

@sliewehr  |  @just_clarity  

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2. Value @sliewehr  |  @just_clarity  

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3. Consistency @sliewehr  |  @just_clarity  

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So how do we start? @sliewehr  |  @just_clarity  

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1. Don’t be afraid – just jump @sliewehr  |  @just_clarity  

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2. Get smart @sliewehr  |  @just_clarity  

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3. Iterate 34  @sliewehr  |  @just_clarity  

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Analyst and advisory firm that helps organizations navigate digital disruption.

Work with business leaders who aim to transform the experience they deliver to customers, prospects, and employees.

Insight, research, and services focused on the content, technologies, and practices that enable world-class experiences. About Digital Clarity Group

www.digitalclaritygroup.com  

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Scott Liewehr, President and Principal Analyst sliewehr@digitalclaritygroup.com | @sliewehr

www.digitalclaritygroup.com  @just_clarity