Submitted by: Submitted by aliciachu
Views: 232
Words: 1132
Pages: 5
Category: Business and Industry
Date Submitted: 03/04/2013 02:40 PM
Design & Customer Experience
Dr. Yuanyuan Yin
DM 2012/13
Agenda
¡ Customer Experience Design ¡ Maslow’s human needs model ¡ Experiencing Brand model ¡ Branded Customer Experience model ¡ Design performance measurement
Customer experience design
¡ Design focuses shift in the last 50-years
Customer experience design
Consumers are looking for experiences that enable them to realise their dreams and achieve their desired lifestyle.
Customer experience design
¡ The age of experience
o To win in the customer economy companies need to build and sustain an exquisite designed and branded experience and to measure and monitor what matters to customer. ---Patricia Seybold, CEO of Patricia Seybold Group o Creating a customer experience that becomes synonymous with a brand is increasingly recognized as a vital driver of corporate performance. --- Bernd Schmitt
Customer experience design
User Experience Social connections
Interactions Usability
Customer Experience
Customer Service
process
Customer Relationships Advertising
Customer Experience
Design
Customer experience design
¡ The age of experience ---
Customer experience design
Customer experience design is taking the customer views of the interactions to understand the emotional bond between the brand and customers. It requires a common understanding of the customer journey, then align the company actions to build emotional bonds.
Customer experience design
¡ The age of experience --- Airbus A380
Customer experience design
¡ The age of experience --- Prada
Customer experience design
¡ The age of experience --- Prada
Customer experience design
¡ The age of experience --- LG
Heinz Beans
Customer experience design
It is the collective set of experiences…. on the web, in store or even tiny little things that companies. It is about understanding their unmet needs, wants, capabilities and desires in a deeply contextual...