Professional Documents
Culture Documents
Lesson1 CEX Blueprint PART2 Handout
Lesson1 CEX Blueprint PART2 Handout
Create significant
business impact through
a kick-ass Customer
Experience Blueprint!
PART 2 – How?
CUSTOMER EXPERIENCE
BLUEPRINT
It is all about FOCUSING ON the CUSTOMER
BENEFITS and SUCCESSFUL OUTCOMES
to create PROFITS!
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
1
10/04/2014
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
2
10/04/2014
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
3
10/04/2014
You
Customer
http://addvalueto.me/customer-experience-blueprint
Picture
Source:
hIp://www.securitycatalyst.com/wp-‐content/uploads/2009/05/help.jpg
What can we do
through partners?
ª Partnerships are today very common way
to extend customer experience outside
own company’s expertise.
ª For example:
ª Airlines joining up with car rentals & hotels
ª Insurance companies joining up with gyms,
weight watchers, food stores, etc.
ª Software companies complementing their
services together with consulting and training
companies
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
4
10/04/2014
http://addvalueto.me/customer-experience-blueprint
Example background:
Breakdown service of the future?
http://addvalueto.me/customer-experience-blueprint
5
10/04/2014
http://addvalueto.me/customer-experience-blueprint
http://addvalueto.me/customer-experience-blueprint
6
10/04/2014
Take action…
WHAT NEXT?
http://addvalueto.me/customer-experience-blueprint
–Michael Hammer
http://addvalueto.me/customer-experience-blueprint
7