1. The Path to Great
Customer Experiences

2. Wayne Neale
@waynecneale
2

3. Complexity
3

4. 4

5. 5
The BUSINESS Case of Customer Experience
“Apple’s success, creating products
that offer as much simplicity as
functionality drives market share
and premium pricing. Recent
studies validate this strategy.”
Forrester Research finds that
“implementing a focus on
customers’ experience increases
their willingness to pay by 14.4
percent, reduces their reluctance to
switch brands by 15.8 percent, and
boosts their likelihood to
recommend your product by 16.6
percent.”
Forester Research
Market Cap
$675B
Acquired $1B
$292B
$50B
$43B
$1B
$3B
$0

6. Basic Customer Journey
6

7. DISCOVERY
MOMENTS
EXPECTATION
MOMENTS
TRANSITION
MOMENTS
FEEDBACK
MOMENTS
RECOVERY
MOMENTS
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Moments of Truth
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8. 8
The Intended & Actual
Customer Experience

9. @waynecneale
Thank You
“Change your mindset, you must!”
@waynecnealewayne@kydak.com