Giv dine kunder en bedre oplevelse på nettet

1. http://www.ﬂickr.com/photos/krystiano/5028246558/ Giv dine kunder en bedre oplevelse på nettet Nicolaj Kirkgaard Nielsen

2. Mere end 1.000.000 elever

4. Skal de ikke bare lave kaffe?

5. Howard Schultz Grundlægger, Starbucks “ “ We are not in the coffee-business serving people, we are in the people-business serving coffee.

6. Howard Schultz Grundlægger, Starbucks “ “ We are not in the coffee-business serving people, we are in the people-business serving coffee.

8. Hvilken business er du i? product vs. people

9. Den gode oplevelse er vigtigere end nogensinde

10. Don Draper er død

11. http://cargocollective.com/maximidia/Youtube-English-Version

13. Forbrugerens magt

16. Usability vs User Experience

17. http://www.baekdal.com/insights/usabilty-vs-user-experience-battle

18. Stephen Anderson: http://www.ﬂickr.com/photos/hypercatalecta/5412796141/

25. Hvad er User Experience?

26. Hvad er User Experience? Den bevidste historie du leder dine kunder igennem i en købssituation.

28. 1. Deﬁnér og forstå din kunde.

29. 1. Deﬁnér og forstå din kunde. 2. Forﬁn dit budskab.

30. 1. Deﬁnér og forstå din kunde. 2. Forﬁn dit budskab. 3. Skab den perfekte historie, der forener kunden og dig.

32. Peter Drucker “ “ The aim of marketing is to know and understand your customer so well the product or service ﬁts him and sells itself.

33. Dine kunder er også (en slags) mennesker

36. Nogle

37. kunder!

38. Når kunder tager en købsbeslutning, overvejer de nøje alle mulighederne og tager den bedste, rationelle beslutning. En eller anden tumpe “ “

39. http://neuropapers.com/categorias/journal-club/168-por-que-fumar-emagrece.html Det limbiske system

40. Følelser

42. Balsamico eddike

43. Normal Balsamico Normal Balsamico Uden forklaring Med forklaring

46. Når kunder tager en købsbeslutning, overvejer de nøje alle mulighederne og tager den bedste, mest rationelle beslutning. En eller anden tumpe “ “

47. Når kunder tager en købsbeslutning, er de stærkt påvirkede af kontekst, og tager en følelsesmæssig beslutning, som efterfølgende rationaliseres. “ “

48. 1. Sæt dig ind i kundens verden De er hovedpersonerne i din historie

49. Empati (Voight-Kampff testen) Blade Runner, 1982

50. http://neuropapers.com/categorias/journal-club/168-por-que-fumar-emagrece.html Din egen empati-maskine

51. Empati-øvelsen

52. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud?

53. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud? KONTEKST!

54. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud? 2. Hvad er den underliggende frygt, frustration eller ambition? KONTEKST!

55. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud? 2. Hvad er den underliggende frygt, frustration eller ambition? KONTEKST! FøLELSER!

56. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud? 2. Hvad er den underliggende frygt, frustration eller ambition? 3. Hvad har kunden brug for, for at tage en beslutning? KONTEKST! FøLELSER!

57. Empati-øvelsen 1. Hvordan ser kundens dagligdag ud? 2. Hvad er den underliggende frygt, frustration eller ambition? 3. Hvad har kunden brug for, for at tage en beslutning? KONTEKST! FøLELSER! BEHOV!

58. 5 minutters mini-personas Skriv 2-3 relevante statements fra kundens perspektiv.

59. 5 minutters mini-personas Skriv 2-3 relevante statements fra kundens perspektiv. “Hvordan kan jeg bruge det her i min markedsføring?”

60. 5 minutters mini-personas Skriv 2-3 relevante statements fra kundens perspektiv. “Hvordan kan jeg bruge det her i min markedsføring?” “Ikke for meget teknisk vrøvl, fortæl mig hvordan det påvirker min forretning.”

61. 5 minutters mini-personas Skriv 2-3 relevante statements fra kundens perspektiv. “Hvordan kan jeg bruge det her i min markedsføring?” “Ikke for meget teknisk vrøvl, fortæl mig hvordan det påvirker min forretning.” “Giv mig 3 speciﬁkke råd, jeg kan tage med hjem.”

62. Endnu bedre: Mød kunden

73. En af de vigtigste egenskaber for en virksomhed i dag

74. Hav en holdning. Stå for noget.

76. Hvorfor

77. er

78. det

79. ikke et

80. 3d

81. fjernsyn? Fordi

82. 3d

83. er

84. noget

85. fis! Rigtige

86. film- entusiaster

87. ser

88. ikke

89. 3d

90. film.

92. Kunden vil aldrig engagere sig, hvis han ikke kan spejle sig selv i dit budskab.

93. Kunden vil aldrig engagere sig, hvis han ikke kan spejle sig selv i dit budskab. Differentiér dig, så kunden kan lave en mental sammenligning.

94. Kunden vil aldrig engagere sig, hvis han ikke kan spejle sig selv i dit budskab. Differentiér dig, så kunden kan lave en mental sammenligning. Sine

95. egne

96. vaerdier Dine

97. konkurrenter

99. Seth Godin MBA øvelsen

101. ?

102. ? formel vs uformel grøn vs ikke-grøn høj vs lav kvalitet dyr vs billig hurtig vs langsom

103. ? ?

104. ? ?

107. Dyrt Dagligdags Billigt Trendy

112. Fill-in-the-blanks øvelsen

113. Vi er for , som har brug for , der kan . I modsætning til , har vi fokus på . Gamestorming af Dave Gray, Sunni Brown og James Macanufo

114. Vi er for , som har brug for , der kan . I modsætning til , har vi fokus på . En

115. netbutik Gamestorming af Dave Gray, Sunni Brown og James Macanufo

117. netbutik bekymrede

118. foraeldre Gamestorming af Dave Gray, Sunni Brown og James Macanufo

121. foraeldre moderigtigt børnetøj Gamestorming af Dave Gray, Sunni Brown og James Macanufo

124. foraeldre moderigtigt børnetøj afspejle

125. deres

126. sociale

127. status Gamestorming af Dave Gray, Sunni Brown og James Macanufo

131. deres

132. sociale

133. status smartkids Gamestorming af Dave Gray, Sunni Brown og James Macanufo

137. deres

138. sociale

139. status smartkids inpiration

140. og

141. personlighed Gamestorming af Dave Gray, Sunni Brown og James Macanufo

142. 2. Forﬁn dit budskab

145. 3. Experience maps Planlæg den perfekte historie

146. EnterAnticipate Engage ReflectExit EnrichedExperiencePoachedExperience Touchpoints CarOffice Walk-In Line Order Pay Sit WorkDrink Pack Up Walk Out Car 1.a Discussing with team the local places to grab a coffee. 1.b Decid- ing to go to Starbucks and work on de- sign reports. 1.c Hoping to find a close parking spot. 1.d Hoping Starbucks is not overly crowded and will have available seating. 2.a Notice that there are a couple of people in line. 2.b Notice the narrow, con- fined layout. 2.c Enjoy the aroma of roasted coffee and mixed sweet, robust smells. 2.d The light- ing is pleasant, not overly bright and not too dim. 2.e The music seems ethnic, extended vocals, soft in style, volume too load and but my taste. 1.e Consider- ing alternative places just in case.. 3.a The waiting line occu- pies the main traffic way. 3.b The menus across the counter are hard to read while in line. baseline 3.c The line moves slow, people who just ordered are still in the same area. Becomes crowded. 3.d The order- ing process seems too slow. Inconsis- tent structure of service. 4.a The Barista acknowledges me with a smile. 4.b I can see the menu bet- ter now, but I feel rushed to order a drink. 4.c I feel forced to make a quick beverage selection. I play it safe by having what I always get. 4.d The barista confirms my selection and asks my name to write on the cup. 4.e He writes down my name and some code on the cup and hands it off to another barista who will make it when he is finished with other orders. 2.f The room climate seems intentionally cold. 5.a The barista tells me the total and I pay with my credit card. He asks me if I want my receipt, I decline. 5.b My inter- action ends with him say- ing thank you. He doesn’t use my name. 5.c Now I move to the left of where i paid. Once again I feel crowded and out of place. People are walking by me. There isn’t a designated waiting ,sitting area. 5.d As I stand, the drinker maker shouts finished orders and places them on a drink stand. He screams Grande Chai. 5.e Confu- sion. Is this my drink? Why did he not call out my name or name and drink? I pick up the drink and see that it has Eric writ- ten on it. 6.a Grab my drink and look for a place to sit. 6.b I need, most im- portantly, an outlet and a workspace. 6.c I notice that there are only a few locations in the seating ar- eas that have outlets. This is discouraging. 6.d Most places are occupied. No outlets are available. 6.e The work- spaces seem small and impractical. Most are just have a small round wooden table with two wooden chairs. 6.f I find an empty reclined cushioned armchair. Next to it is a small wooden table shared by another person sitting in the other arm chair. 6.g The chair is comfortable and I continue to sit in it. 7.a The cub is hot, steaming, but withstand- ing in my hand. 7.b Smells roasty and sweet. 7.c First sip is too hot, but flavorful. I’m happy with the taste and my choice. 7.d The continued sips remain satisfying. 8.a I place my drink on the table next me and place my bag on the floor. 8.b I remove my computer and accesso- ries and now am shifting my coffee to find room for all of my things on this little coffee table. 8.c The table is too low to work from there, so I place my laptop in my lap. My drink remains on the table, my bag on the floor. 8.d I’m feeling crowded. I have no room to use my wireless mouse. I now use the surface of the arm chair as my mouse pad. Not very effective. 8.e The crowd talking doesn’t bother me after awhile, but the music is way too loud and beginning to become a distraction. 8.f I enjoy the free wireless and the unlim- ited use. The signal strength is adequate. 8.g The music is really both- ering me. I put my head- phones on and play my mp3 songs. 8.h The bat- tery use on my computer is a concern now. I will begin looking for another table to work at. 8.i The air conditioning seems inten- tion. It’s cold outside and cold inside. I slip my jacket on. 8.j I continually finding myself people watching while I work. There are interesting people here, so I’m not too bothered. I never like feeling alone. any 9.a The barista walks by me and makes an announce- ment to the tore that it will be closing shorty -10 pm. 9.b I would like to continue to work. I feel 10pm closing time is much too early, especially in a college town. 9.c I stand up and walk around until I find a hidden trash can to throw my cup into. 10.a I pack my things up and head out the door. 10.b The re- maining staff tell me to have a good night. 11.a I head to my car and wish that I could have stayed longer to work. I know that once I get home, I will be in the wrong mind state to continue working. 11.b The coffee was very good, but I was disap- pointed in the environment. Distracting music, small workspace, lack of power outlets. Date: 3/22/10 Eric - Repeat Customer Purpose: To work/drink coffee Ambience Aroma Audible Sensations Second guessing Worrying Cold, drafty Slightly crowded Greeting Unwilling to try something new, risk Feeling rushed Lack of personal space Unstructured Fake Factory line Quick, convenient Impersonal Polite Feedback Confusing Inconsistent Loud Lack of seating Lack of outlets Not large work spaces Sofa chair is comfortable Uncomfortable wooden chairs Tasty drink Flavorable Appropriate temperature Not large work spaces Furniture not ideal for computer work Crowd conversation noise Loud music Distracting Repeating, not my taste Blasting air conditioning Free Wi-Fi People watching Closing time Good byes Annoyed about closing time Good drink Annoyed about where I sat Back hurts Starbucks Experience Map

147. EnterAnticipate PoTouchpoints CarOffice Walk-In Line Order Pay 1.a Discussing with team the local places to grab a coffee. 1.b Decid- ing to go to Starbucks and work on de- sign reports. 1.c Hoping to find a close parking spot. 1.d Hoping Starbucks is not overly crowded and will have available seating. 2.a Notice that there are a couple of people in line. 2.b Notice the narrow, con- fined layout. 2.c Enjoy the aroma of roasted coffee and mixed sweet, robust smells. 2.d The light- ing is pleasant, not overly bright and not too dim. 2.e The music seems ethnic, extended vocals, soft in style, volume too load and but my taste. 1.e Consider- ing alternative places just in case.. 3.a The waiting line occu- pies the main traffic way. 3.b The menus across the counter are hard to read while in line. 3.c The line moves slow, people who just ordered are still in the same area. Becomes crowded. 3.d The order- ing process seems too slow. Inconsis- tent structure of service. 4.a The Barista acknowledges me with a smile. 4.b I can see the menu bet- ter now, but I feel rushed to order a drink. 4.c I feel forced to make a quick beverage selection. I play it safe by having what I always get. 4.d The barista confirms my selection and asks my name to write on the cup. 4.e He writes down my name and some code 5.a The barista tells me the total and I pay with my credit card. He asks me if I want my receipt, I decline. 5.b My inter- action ends with him say- ing thank you. He doesn’t use my name. 5.c Now I move to the left of where i paid. Once again I feel crowded and out of place. People are walking by me. There isn’t a designated waiting ,sitting area. 6 d f s 6 m p o w 6 t o l t e o d 6 p o o a 6 s s i Unstructured Inconsistent

148. EnterAnticipate PoTouchpoints CarOffice Walk-In Line Order Pay 1.a Discussing with team the local places to grab a coffee. 1.b Decid- ing to go to Starbucks and work on de- sign reports. 1.c Hoping to find a close parking spot. 1.d Hoping Starbucks is not overly crowded and will have available seating. 2.a Notice that there are a couple of people in line. 2.b Notice the narrow, con- fined layout. 2.c Enjoy the aroma of roasted coffee and mixed sweet, robust smells. 2.d The light- ing is pleasant, not overly bright and not too dim. 2.e The music seems ethnic, extended vocals, soft in style, volume too load and but my taste. 1.e Consider- ing alternative places just in case.. 3.a The waiting line occu- pies the main traffic way. 3.b The menus across the counter are hard to read while in line. 3.c The line moves slow, people who just ordered are still in the same area. Becomes crowded. 3.d The order- ing process seems too slow. Inconsis- tent structure of service. 4.a The Barista acknowledges me with a smile. 4.b I can see the menu bet- ter now, but I feel rushed to order a drink. 4.c I feel forced to make a quick beverage selection. I play it safe by having what I always get. 4.d The barista confirms my selection and asks my name to write on the cup. 4.e He writes down my name and some code 5.a The barista tells me the total and I pay with my credit card. He asks me if I want my receipt, I decline. 5.b My inter- action ends with him say- ing thank you. He doesn’t use my name. 5.c Now I move to the left of where i paid. Once again I feel crowded and out of place. People are walking by me. There isn’t a designated waiting ,sitting area. 6 d f s 6 m p o w 6 t o l t e o d 6 p o o a 6 s s i Unstructured Inconsistent

149. Engage Line Order Pay Sit WorkDrink P .a The wait- ng line occu- ies the main affic way. .b The menus across he counter re hard to ead while in ne. .c The line moves slow, eople who ust ordered re still in the ame area. ecomes rowded. .d The order- ng process eems too ow. Inconsis- ent structure f service. 4.a The Barista acknowledges me with a smile. 4.b I can see the menu bet- ter now, but I feel rushed to order a drink. 4.c I feel forced to make a quick beverage selection. I play it safe by having what I always get. 4.d The barista confirms my selection and asks my name to write on the cup. 4.e He writes down my name and some code 5.a The barista tells me the total and I pay with my credit card. He asks me if I want my receipt, I decline. 5.b My inter- action ends with him say- ing thank you. He doesn’t use my name. 5.c Now I move to the left of where i paid. Once again I feel crowded and out of place. People are walking by me. There isn’t a designated waiting ,sitting area. 6.a Grab my drink and look for a place to sit. 6.b I need, most im- portantly, an outlet and a workspace. 6.c I notice that there are only a few locations in the seating ar- eas that have outlets. This is discouraging. 6.d Most places are occupied. No outlets are available. 6.e The work- spaces seem small and impractical. 7.a The cub is hot, steaming, but withstand- ing in my hand. 7.b Smells roasty and sweet. 7.c First sip is too hot, but flavorful. I’m happy with the taste and my choice. 7.d The continued sips remain satisfying. 8.a I place my drink on the table next me and place my bag on the floor. 8.b I remove my computer and accesso- ries and now am shifting my coffee to find room for all of my things on this little coffee table. 8.c The table is too low to work from there, so I place my laptop in my lap. My drink remains on the table, my bag on the floor. 8.f I enjoy the free wireless and the unlim- ited use. The signal strength is adequate. 8.g The music is really both- ering me. I put my head- phones on and play my mp3 songs. 8.h The bat- tery use on my computer is a concern now. I will begin looking for another table to work at. 8.i The air conditioning seems inten- tion. It’s cold outside and cold inside. I 9.a wal and ann me tor will sho 9.b to c to w 10p tim too esp coll 9.c up aro find tras thr into Unstructured Inconsistent Lack of outlets Uncomfortable wooden chairs

150. gage ReflectExit WorkDrink Pack Up Walk Out Car my ook to an a . are n g ar- ve s is ng. No rk- m . 7.a The cub is hot, steaming, but withstand- ing in my hand. 7.b Smells roasty and sweet. 7.c First sip is too hot, but flavorful. I’m happy with the taste and my choice. 7.d The continued sips remain satisfying. 8.a I place my drink on the table next me and place my bag on the floor. 8.b I remove my computer and accesso- ries and now am shifting my coffee to find room for all of my things on this little coffee table. 8.c The table is too low to work from there, so I place my laptop in my lap. My drink remains on the table, my bag on the floor. 8.f I enjoy the free wireless and the unlim- ited use. The signal strength is adequate. 8.g The music is really both- ering me. I put my head- phones on and play my mp3 songs. 8.h The bat- tery use on my computer is a concern now. I will begin looking for another table to work at. 8.i The air conditioning seems inten- tion. It’s cold outside and cold inside. I 9.a The barista walks by me and makes an announce- ment to the tore that it will be closing shorty -10 pm. 9.b I would like to continue to work. I feel 10pm closing time is much too early, especially in a college town. 9.c I stand up and walk around until I find a hidden trash can to throw my cup into. 10.a I pack my things up and head out the door. 10.b The re- maining staff tell me to have a good night. 11.a I head to my car and wish that I could have stayed longer to work. I know that once I get home, I will be in the wrong mind state to continue working. 11.b The coffee was very good, but I was disap- pointed in the environment. Distracting music, small workspace, lack of power outlets. ack of outlets ncomfortable wooden chairs

151. EnterAnticipate E EnrichedExperiencePoachedExperience Touchpoints CarOfﬁce Walk-In Line Order Pay Si 1.a Discussing 1.c Hoping 2.a Notice 3.a The wait- baseline 4.a The Barista 5.a The barista 6.a Gra Ambience Aroma Audible Sensations Second guessing Worrying Cold, drafty Slightly crowded Greeting Unwilling to try something new, risk Feeling rushed Lack of personal space Unstructured Fake Factory line Quick, convenient Impersonal Polite Feedback Confusing Inconsistent Loud Starbucks Exper

152. Lav dit eget Experience Map

155. Step

156. 1 Step

157. 2 ...Step

158. n

159. 1.

160. KONTEKST! Step

161. 1 Step

162. 2 ...Step

163. n 1.

164. KONTEKST! 1.

165. KONTEKST!

166. 1.

167. KONTEKST! 2.

168. FøLELSER! Step

169. 1 Step

170. 2 ...Step

171. n 1.

172. KONTEKST! 2.

173. FøLELSER! 1.

174. KONTEKST! 2.

175. FøLELSER!

176. 1.

177. KONTEKST! 2.

178. FøLELSER! 3.

179. BEHOV! Step

180. 1 Step

181. 2 ...Step

182. n 1.

183. KONTEKST! 2.

184. FøLELSER! 3.

185. BEHOV! 1.

186. KONTEKST! 2.

187. FøLELSER! 3.

188. BEHOV!

189. Case study

191. http://politiken.dk/debat/proﬁler/larshedebo/ECE1704177/dsb-lader-hovedbanegaarden-forfalde/

192. 2. Forﬁn dit budskab

198. Quiz Hvor skal jeg sidde?

201. DSB 1’

202. DSB 1’

203. 8. maj 2013 DSB 1’

204. 8. maj 2013 DSB 1’

205. 8. maj 2013 København H13:28 DSB 1’

206. 8. maj 2013 København H13:28 Esbjerg16:26 DSB 1’

207. 8. maj 2013 København H13:28 Esbjerg16:26 DSB 1’

208. 8. maj 2013 København H13:28 Esbjerg16:26 Vogn 21 Sæder 24, 27 København - Esbjerg DSB 1’

209. 8. maj 2013 København H13:28 Esbjerg16:26 Vogn 21 Sæder 24, 27 København - Esbjerg DSB 1’

210. 8. maj 2013 København H13:28 Esbjerg16:26 Vogn 21 Sæder 24, 27 København - Esbjerg Vis kvittering DSB 1’

211. 8. maj 2013 København H13:28 Esbjerg16:26 Vogn 21 Sæder 24, 27 København - Esbjerg Vis kvittering DSB 1’

212. 3. Experience maps Planlæg den perfekte historie

214. Billetbestilling

215. Billetbestilling I toget

216. Billetbestilling Transport til banegård Ventetid Gå til rette spor I toget

218. Billetbestilling

219. Kontekst Hjemme Café Billetbestilling

220. Kontekst Hjemme Café Behov Afgang/ankomsttid Antal skift Rejsetiden Billetbestilling

221. Kontekst Hjemme Café Behov Afgang/ankomsttid Antal skift Rejsetiden Følelse Hast ”Jeg vil hjem” Billetbestilling

222. Kontekst Hjemme Café Behov Afgang/ankomsttid Antal skift Rejsetiden Følelse Hast ”Jeg vil hjem” Billetbestilling

223. Kontekst Hjemme Café Behov Afgang/ankomsttid Antal skift Rejsetiden Følelse Hast ”Jeg vil hjem” Billetbestilling 19:42 - 22:50 (3:08) 0 skift 20:02 - 23:22 (3:20) 1 skift 20:42 - 23:55 (3:13) 0 skift 20:48 - 00:05 (3:37) 2 skift 21:02 - 00:12 (3:10) 0 skift 10. maj 2013

226. Transport til banegård

227. Kontekst Café Fortov Transport til banegård

228. Kontekst Café Fortov Behov Afgang Banegårdens adresse Transport til banegård

229. Dit tog til Esbjerg kører om 1 time Fra København H Ok Vis på kort Kontekst Café Fortov Behov Afgang Banegårdens adresse Følelse “Når jeg det nu?” “Hvordan ﬁnder jeg derhen?” Transport til banegård

232. Dit tog til Esbjerg kører om 1 time Fra København H Ok Vis på kort Dit tog til Esbjerg kører om 30 minutter Fra København H Ok Vis på kort

233. Dit tog til Esbjerg kører om 1 time Fra København H Ok Vis på kort Dit tog til Esbjerg kører om 30 minutter Fra København H Ok Vis på kort

236. Ventetid på banegård

237. Kontekst Banegården Ventetid på banegård

238. Kontekst Banegården Behov Afgangstid Spor (Underholdning) Ventetid på banegård

239. Kontekst Banegården Behov Afgangstid Spor (Underholdning) Følelse “Hvad er klokken?” “Hvornår skal jeg gå til sporet?” “Hvor skal jeg hen?” Ventetid på banegård

240. Kontekst Banegården Behov Afgangstid Spor (Underholdning) Følelse “Hvad er klokken?” “Hvornår skal jeg gå til sporet?” “Hvor skal jeg hen?” Ventetid på banegård

241. Om 32 min. fra København H 13:28 København H - Esbjerg Kontekst Banegården Behov Afgangstid Spor (Underholdning) Følelse “Hvad er klokken?” “Hvornår skal jeg gå til sporet?” “Hvor skal jeg hen?” Ventetid på banegård

244. Gå til rette spor

245. Kontekst Banegården Gå til rette spor

246. Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Gå til rette spor

247. Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Følelse “Når jeg det nu?” “Shit, jeg har glemt tiden” Gå til rette spor

248. Dit tog til Esbjerg kører om 15 minutter Gå til spor 7 Ok Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Følelse “Når jeg det nu?” “Shit, jeg har glemt tiden” Gå til rette spor

249. Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Følelse “Når jeg det nu?” “Shit, jeg har glemt tiden” Gå til rette spor

250. 4 min. til afgang. Gå til spor 7 Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Følelse “Når jeg det nu?” “Shit, jeg har glemt tiden” Gå til rette spor

251. 4 min. til afgang. Gå til spor 7 Kontekst Banegården Behov Afgangstid Spor-nummer Vej til sporet Følelse “Når jeg det nu?” “Shit, jeg har glemt tiden” Gå til rette spor

254. Visning af billet

255. Kontekst I toget Visning af billet

256. Kontekst I toget Behov Billetkode til konduktøren Visning af billet

257. Kontekst I toget Behov Billetkode til konduktøren Følelse “Hvor er min telefon?” “Hvad skal jeg gøre?” Visning af billet

258. Kontekst I toget Behov Billetkode til konduktøren Følelse “Hvor er min telefon?” “Hvad skal jeg gøre?” Visning af billet

259. Klik for at vise billet til konduktøren Kontekst I toget Behov Billetkode til konduktøren Følelse “Hvor er min telefon?” “Hvad skal jeg gøre?” Visning af billet

260. Klik for at vise billet til konduktøren Kontekst I toget Behov Billetkode til konduktøren Følelse “Hvor er min telefon?” “Hvad skal jeg gøre?” Visning af billet

262. It ain’t rocket surgery!

263. De små detaljer gør forskellen

264. 1. Sæt dig i kundens sted 2. Forﬁn dit budskab 3. Skabe den perfekte historie

265. 1. Sæt dig i kundens sted 2. Forﬁn dit budskab 3. Skabe den perfekte historie Empati Mini-personas Mød

266. kunden

268. 1. Sæt dig i kundens sted 2. Forﬁn dit budskab 3. Skabe den perfekte historie Hav

269. en

270. holdning MBA

271. øvelsen Fill-in-the-blanks

273. 1. Sæt dig i kundens sted 2. Forﬁn dit budskab 3. Skabe den perfekte historie Experience

274. maps Skab

275. et

276. drømmescenarie

278. Hvilken business er du i? product vs. people

279. Nicolaj Kirkgaard Nielsen Email: mail@nicolajkn.dk Twitter: @kinkobal Google+: gplus.to/nicolajkn Blog: nicolajkn.dk Speaker-kode: mcnielsen

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