Unlocking The Power of the Customer Journey

In just a few years 89% of businesses will compete mainly on customer experience.

-Gartner

I did even whip out my inner Austin Powers

I whipped out my inner Queen on this guy

“Whether it's b2b or b2c you're selling to or delivering service to a human.”

-Dr. David Vik (Zappos Culture Creator)

Tactical Decision Model

“It’s the emotional connections that a brand makes…that last the longest and go the deepest.”

-Ivan Wicksteed, CMO - Old Navy

Emotional Intelligence raised customer experience scores

McKinsey & Company

Tactical Decision Model

Intro slide

“…companies spend a lot of money fixing the process but they ignore the people side.”

-Matthew Dixon

50% FAIL

Journey mapping problems

REACTIVE POST MORDEM

FRAMINGEFFECT

CONVERGENTTHINKING

Creating a Customer-first culture

A Lego Foundation study reports that

students lose more than 90% of their

creative capacity during their school

years.

The World Economic Forum reports that

creativity will become one of the top

three skills in demand by 2020.

Design for emotion

Empathy Map

1st

2nd3rd

4th

5th 6th

7th

8th

9th

Activity: Empathy Map

Increase your EQ to influence and evoke emotions

“We have never uncovered insight likes this before.”

“This will help us work better together.”

Emotional Intelligence (EQ) Competencies1.______2.______3.______4.______5.______6.______7.______8.______9.______10._____11._____

12.______13.______14.______15.______16.______17.______18.______19.______20.______21._____22._____

23.______24.______25.______26.______27.______28.______29.______30.______31.______32._____33._____

34.______35.______36.______37.______38.______39.______40.______41.______42.______43._____44._____

45.______46.______47.______48.______49.______50.______51.______52.______53.______54._____

EMPATHY

Make it

MOREeffective

is a theory in social psychology that describes the relation between psychological distance and the extent to which people's thinking is abstract or concrete.

For more: Lile Jia, Indiana University

Construal level theory (CLT)

Psychological distance

NCREASEScreativity

Activities

Objective:I’m not our customer..

Curse of Knowledge

Process of acceptance

- This is worthless nonsense.

- This is ODD, but interesting.

- This is true, but quite unimportant.

- I always said so.

J.B.S Haldane, Evolutionary Biologist

Yabt

Yea, BUT…

Mrs. Fields

Thank you!

Jim Rembach

336-288-8226 jrembach@beyondmorale.com