The document discusses the importance of customer experience and providing an extreme customer experience. It argues that customer experience is the main differentiator as other aspects of a product or service become commoditized over time. An extreme customer experience is sustainable while average experiences can be replicated by competitors. The document provides examples of how to measure customer experience through metrics like Net Promoter Score and understanding the full customer journey. It emphasizes the need to experience the customer experience firsthand and focus on attention to customers rather than getting lost in analysis.
2. Love for marketing.
Passionate about digital.
Believer in the Power of
STORIES.
filip@joined.be
www.joined.be
Xtension
www.slideshare.net/xtension
Filip
Modderie
22. Why Customer Experience?
“Marketing is not the art of
finding clever ways to dispose of
what you make.
It is the art of creating genuine
customer value.”
Philip Kotler
25. Customer experience in the boardroom.
Source: American Customer Satisfaction Index (http://www.theacsi.org/national-economic-indicator/financial-indicator)
47. The customer does not think value chain.
Customers only feel
Their need or problem
Vs.
solution
48. The customer does not think value chain.
That’s why it’s really sad challenging to
be in the energy sector.
We don’t provide the power.
We only are responsible for 35% of the invoice.
We don’t control the government.
But all customers call us.
65. THANK you for listening.
Kudos for your interaction.
ETERNAL for connecting.
filip@joined.be
www.joined.be
Xtension
www.slideshare.net/xtension
Filip
Modderie
66. ?Did you learn something or are inspired to do
something different today?
?Would you recommend others to this presentation?
Customer experience: Measure!
www.govote.at 544236
67. THANK you for listening.
Kudos for your interaction.
ETERNAL for connecting.
filip@joined.be
www.joined.be
Xtension
www.slideshare.net/xtension
Filip
Modderie