SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy
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Powering Up Our Performance… Taking the Clouds Out of Blue Sky Thinking Have you ever wondered how organisations with a real customer focus work in a heavily regulated industry? When the customers are totally reliant on the service you provide? So what does regulation mean for Service Design? What are the challenges we face as Service Designers? How do we put customer at the heart of what we do? And most importantly of all, how can we strive to deliver an excellent Customer Experience in a market where the sky isn’t always blue
Transcript of SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy
Powering up our performance… Taking the clouds out of blue sky thinking Nicola Piercy Senior Customer Experience Designer
Boots the Chemist
Post Office Limited
Uswitch
Source : http://www.uswitch.com/gas-electricity/news/2013/10/23/e-on-tops-uswitch-energy-awards/
Customer Experience is
…..an interaction between an organisation and a customer as perceived through a customers conscious and sub conscious mind. It is a blend of an organisation’s rational performance, senses stimulated and emotions evoked and intuitively measured against customer expectations across all moments of contact.
Source : Beyond Philosophy www.beyondphilosophy.com
Setting up for customer experience
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The customer experience hub
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Experience Design
Experience Improvement
Experience Measurement
Insight
Campaigns and data
NPS
Being visionary
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Get top down buy in…
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Take people with you ……. if necessary start small
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Find something that people care about
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You need to be credible…
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Being deliberate…
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Understanding
Discovering
Developing
Recommending
Delivering
Evaluating
Clarity
Thank you!
