a customer experience ride with harley davidson
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Global
Telecommunication
Meeting
2015
An En l igh ten ing Case
CX
tomhernandez@produban.com
@SSeguro
PRODUBAN 2
What is …
CUSTOMER EXPERIENCE?
VIDEO
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JTBD
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“If I had asked people what
they wanted, they would have
said faster horses.”
JTBD
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JTBD
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1981 senior members of Harley-
Davidson bought back Harley-
Davidson Motor Company from AMF.
1983 H.O.G was founded.
1987 Harley-Davidson began its "Buy Back
Program" which offered full trade in value within two years on certain models.
1986, Harley went public
obtaining a place on the New York
Stock Exchange.
1990 the Fat Boy design was introduced and quickly
caught on keeping an old style lines.
The name Fatboy was derived by combining the names of
the two atomic bombs "Fat man" and "Little Boy" which
were dropped on Nagasaki and Hiroshima. It was destined
from the start to become a Collector's item among biking
enthusiasts.
2013 H.O.G.rally nearly 7000 only in
Milwaukee. It is celebrated in 11
countries in six continents.
1990 1995 2000 2005 2010 2015
1982 Just in Time Manufacturing JIT–
(aka Lean Manufacturing) implemented
refers to a system of manufacturing in
which products are not built until the
product is ordered and paid for.
2008 Global recession
Long-Term Stock History Chart Of Harley-Davidson. Yahoo. http://long-term-investments.blogspot.com.es/2012/02/stocks-with-dividend-growth-from-last_11.html
1984 The first H.O.G. rally in
1984 in California, 28 people
showed up
2000 H.O.G have over 500,000 members.
"We sell to 43-year-old accountants the ability to
dress in leather, ride through small towns and have
people be afraid of them"
Harley Davidson - VP John Russell.
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Manage my money
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Frame the problem
Find how to solve the problem
Create a solution
CUSTOMER EXPERIENCE
CommunicationsTechnologyCenter
Global
Engineering
Tomás Hernándeztomhernandez@produban.com
Samuel Segurohttps://es.linkedin.com/in/samuelseguro@sseguro
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