infusing emotion into your customer experience
Post on 05-Apr-2017
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Infusing Emotion Into
Your Customer Experience
Bruce Temkin, CCXPCX Transformist & Managing Partner
Temkin Group
Bruce Temkin, CCXPCX Transformist & Managing Partner
Bruce Temkin is widely viewed as a customer experience visionary. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, Temkin Group, is a leading research and consultancy focused on enterprise-wide customer experience transformation. It helps many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. Bruce is also the co-founder of the Customer Experience Professionals Association.
©2015 QUALTRICS LLC.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks
2016 Temkin Experience Ratings
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks(But not for everyone)
Industry Leaders in 2016 Temkin Emotion Ratings
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks
3. It drives loyalty
Success Effort Emotion
Likely to Recommend (Promoters)
LOWRatings
HIGHRatings
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks
3. It drives loyalty
Success Effort Emotion
Likely to Recommend (Promoters)
LOWRatings
HIGHRatings
Copyright @2016 Temkin Group. All rights reserved.
Three Realities of Emotion1. Companies focus on it the least
2. Customers give it low marks
3. It drives loyalty
Success Effort Emotion
Likely to Recommend (Promoters)
LOWRatings
HIGHRatings
Copyright @2016 Temkin Group. All rights reserved.
What drives emotion?
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What drives emotion?
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What drives emotion?
Sensory
Stimulation Identification
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
What drives emotion?
Sensory Feeling
Stimulation Identification
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
What drives emotion?
SocialSensory Feeling
Stimulation Identification
Copyright @2016 Temkin Group. All rights reserved.
Remember these guys?
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
What drives emotion?
Social ValuesSensory Feeling
Stimulation Identification
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
Copyright @2016 Temkin Group. All rights reserved.
How do you design for emotion?
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How do you design for emotion?1. Talk about emotion
Copyright @2016 Temkin Group. All rights reserved.
How do you design for emotion?1. Talk about emotion
Copyright @2016 Temkin Group. All rights reserved.
How do you design for emotion?1. Talk about emotion
2. More qualitative research
Copyright @2016 Temkin Group. All rights reserved.
How do you design for emotion?1. Talk about emotion
2. More qualitative research
3. Focus on customers’ journeys, not your interactions
Copyright @2016 Temkin Group. All rights reserved.
Customer Journey ThinkingTM
Copyright @2016 Temkin Group. All rights reserved.
Customer Journey ThinkingTM
Always ask five questions:
1. Who is the customer? 2. What is the customer’s real goal? 3. What did the customer do right before?
(repeat three times) 4. What will the customer do right afterwards?
(repeat three times)5. What will make the customer happy?
Copyright @2016 Temkin Group. All rights reserved.
Don’t satisfy customers
Copyright @2016 Temkin Group. All rights reserved.
Don’t satisfy customers
Make them
FEEL HAPPY!
Copyright @2016 Temkin Group. All rights reserved.
Bruce Temkin, CCXPCustomer Experience Transformist& Managing PartnerTemkin Groupwww.temkingroup.com
Twitter: @btemkinBlog: THECXBlog.comCustomer Experience Matters®
INTENSIFYEMOTION.com
Thanks!
Q&A
Thank You!
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