Alex Hunter, CEO Rushmore - Getting and keeping customers

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Alex Hunter - CEO, Rushmore (United Kingdom), offers a guide to customer experience in the digital age by sharing key learnings from his experience at Virgin and at Rushmore.fm. This was one of the most talked about keynotes at How to Web 2013!

Tecnologia Negócios

AKE OFF

ALEX HUNTER
@cubedweller 
@cubedw

IN 2013,
CREATING A
PRODUCT  
OR SERVICE ISN’T
GOOD ENOUGH.

“You feeling
something. That’s what
MATTHEW WEINER
sells.”

CREATE
POSITIVITY
(I.E. DON’T BE AN ASSHOLE)

I think that a sense of inquisitiveness
“and the willingness to try is so
important for design, for developing
those tentative, fragile ideas into a real
product.” - Jonathan Ive

YOU KNOW WHO SAYS YOU SHOULD FAIL
OFTEN? FAILURES.

“

AS AN ENTREPRENEUR, YOU TH
HA
FAILURE. IT IS JUST PART OF
TO GET USED TO
PATH TO SUCCESS.

”

LEARN FROM YOUR MISTAKES VS. YOU HAVE TO
FAIL BEFORE YOU SUCCEED

“FAILURE IS A TOOL, NOT
A MERIT BADGE.”STUMP
- JOE

IT’S THE LITTLE
THINGS
THAT KEEP ME
COMING BACK

USE WHAT
YOU
KNOW TO
CREATE
CUSTOMER
DELIGHT

DATA CREATES INDIVIDUAL
EXPERIENCES

TERNS WILL EMERGE

INCREASED CONVERSION. REPEAT
BUSINESS. ANCILLARY REVENUE.

ADVANCED
“
TECHNOLOGY IS
INDISTINGUISHABLE
FROM MAGIC.”

WORK HARD. STAY POSITIVE. BUILD
SOMETHING.

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Alex Hunter, CEO Rushmore - Getting and keeping customers

1. AKE OFF ALEX HUNTER @cubedweller  @cubedw

3. STAND O

4. YOU HAVE WORK TO D

5. THE LANDSCAPE HAS CHANGED

6. IT USED   TO BE EASY

10.

11.

12.

13. IN 2013, CREATING A PRODUCT   OR SERVICE ISN’T GOOD ENOUGH.

14. CREATE

15. “You feeling something. That’s what MATTHEW WEINER sells.”

16. EMOTION > ACTION CONCLUSION REASON

17. WHO DO YOU LOVE?

18.

19. CREATE POSITIVITY (I.E. DON’T BE AN ASSHOLE)

20. IT’S EASY TO BE A

21.

22. I think that a sense of inquisitiveness “and the willingness to try is so important for design, for developing those tentative, fragile ideas into a real product.” - Jonathan Ive

23. CREATE

24.

25.

26.

27.

28. F F O S IS P

29. THIS IDEA HAS GONE TOO FAR

30. YOU KNOW WHO SAYS YOU SHOULD FAIL OFTEN? FAILURES.

31. FAILURE IS NOT A  COPING MECHANISM

32. “ AS AN ENTREPRENEUR, YOU TH HA FAILURE. IT IS JUST PART OF TO GET USED TO PATH TO SUCCESS. ”

33. ...WUT?

34. LEARN FROM YOUR MISTAKES VS. YOU HAVE TO FAIL BEFORE YOU SUCCEED

35. NOT FAILI NG

36. (SUCCESS)

37. DO NOT BE AFRAID OF RISK.

38. “FAILURE IS A TOOL, NOT A MERIT BADGE.”STUMP - JOE

39. CREATE INDIVIDUALI TY

40. IT’S THE LITTLE THINGS THAT KEEP ME COMING BACK

41. USE WHAT YOU KNOW TO CREATE CUSTOMER DELIGHT

42. DATA CREATES INDIVIDUAL EXPERIENCES TERNS WILL EMERGE

43. DATA CREATES INDIVIDUAL EXPERIENCES

44. INCREASED CONVERSION. REPEAT BUSINESS. ANCILLARY REVENUE.

45. CREATE WOW.

46. ADVANCED “ TECHNOLOGY IS INDISTINGUISHABLE FROM MAGIC.”

47. CREATE COMMUNI CATION CONSISTE NCY

48.

49.

50.

51.

52. JANITORS - SIR RICHARD BRANSON - LOGO - AIRPORT LOCATIONS - FARES - VIRGINAMERICA.COM - DESTINATIONS - FOOD - DIRECT MAIL PIECES - IFE SCREENS - EMAIL ALERTS - BUSINESS PARTNERS - BILLING/INVOICING SYSTEMS UNDER WING STAFF - CALL CENTER AGENTS - GATE SETUP TICKET COUNTERS - OFFSITE MEETINGS - GUESTS - SPEECHES BY OUR TEAM - ARTICLES FROM OUR TEAM - ARTICLES ABOUT US - COMMUNITY SERVICE PROGRAMS - BUSINESS CARDS - WEB DESIGN - KIDS’ PROGRAMS - CORPORATE GIVING PROGRAMS - TEAM MEMBERS - RECRUITING MATERIALS - RECORDED MESSAGES AGENT PERSONALITIES - AGENT FLEXIBILITY - WEB FUNCTIONALITY - LAV MUSIC - RECLINING SEATS -

53. WORK HARD. STAY POSITIVE. BUILD SOMETHING.

54. THANK YO @cubedw

55. @rushmorefm

Alex Hunter, CEO Rushmore - Getting and keeping customers

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