The Best Experience Execu Net 081015
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Transcript of The Best Experience Execu Net 081015
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The Best Customer Experience
ExecuNet20 November 2008
Making and Keeping the Right Promises
© 2008 storyminers, inc. All rights reserved. The storyminers name, product/service names, and the conversation balloon are registered trademarks or service marks of storyminers, inc.
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StoryminersBelieves…
No matter how much you spend or how hard you try, your brand can never be any better than what your customers experience!
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StoryminersBelieves…
The best customer experiences come from companies that–Listen–Respond–Invest in what matters–Care
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HereAreSomeOfTheBestInTheWorld• Rainforest Café• Build-A-Bear Workshop• Insperience• Mayo Clinic
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Made waiting an experience. Integrated shopping.
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Nothing to buy. Triple facility use.
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The factory is in the store. A supply chain miracle.
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WhatMakesTheseBrandsGreat?
1. Clear context2. Sense and respond3. Accountability within roles4. Employee engagement5. On-brand experience6. Customer focus in everything7. Continuous learning
7
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What’stheRightWaytoGetThere?
Conceptually
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DesignFromTheStoryBack
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SeeFromTheirPerspective
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NeverStealtheDiscoveryExperience
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RememberThatStoryAndExperienceAreTwoSidesOfTheSameCoin
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BeDifferentandBetter!
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Checking In
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How To Build The Best Experience
For Job SeekersFor Employers
Tactically
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FindYourStory
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1. Identify the sweet spot2. Get clear on intent3. Know what you will—and won’t—do 4. Focus on unmet (emotional) needs5. Model how you fit in6. Design your future employer’s
experience
HowToFindYourStory
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1. FindTheSweetSpot
Focus here
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2. GetClearOnIntent
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3. KnowWhatYouWill—AndWon’t—Do
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4. FocusOnUnmetNeeds
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5. ModelHowYouFitIn
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6. StoryboardYourFuture Employer’sExperience
Imag
es c
ourte
sy o
f www
.fram
ewor
ks-la
.com
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BeYourStory
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HowToBEYourStory
• Start listening more• Spread your story so that you’re
discovered• Imagine the experience of hiring you• Make that ideal real
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Checking In
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TakeAways
• Your Story IS Your Business• The Experience you give IS your Brand• Find your story.• Be your story.
• No matter how hard you try or now much you spend, your brand (read: the position you earn) can’t be any better than what your customers experience
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Q&AContactMe
Mike WittensteinSpeaker. Facilitator. Consultant.The Customer Experience Authority.
www.storyminers.com [email protected]
www.mikewittenstein.com [email protected]
+1 770.425.9830+1 866.770.9830
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EvaluationPlease rate your impressions of “The Best Experience” presentation by circling
the corresponding numbers on the scale below:
• Would you recommend this session to a colleague– NO WAY 1 2 3 4 5 ABSOLUTELY
• Relevance of topic to leadership– NOT RELEVANT 1 2 3 4 5 VERY RELEVANT
• Effectiveness of speaker– NOT EFFECTIVE 1 2 3 4 5 EFFECTIVE AND
ENGAGING
• Interactive Sessions– BORING 1 2 3 4 5 ENGAGING
• Visual aids– UNCLEAR 1 2 3 4 5 CLEAR AND HELPFUL
• Usefulness of handouts– NOT USEFUL 1 2 3 4 5 VERY USEFUL
• Overall evaluation of session– UNIMPRESSED 1 2 3 4 5 VERY IMPRESSED
• WHAT WAS OF VALUE TO YOU AND WHY?• WHAT WAS OF LITTLE/NO VALUE TO YOU AND WHY?• HOW COULD THE PRESENTATION HAVE BEEN MADE MORE EFFECTIVE FOR YOU?
20 November 2008
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PickOne
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BehindTheScenes• Strategy—How Storyminers creates sustainable
competitive advantage for its clients