There is more to Customer Experience than tools. Only if the right, tools, skills and attitude allign cross organizations a customer centric transformatiom can be made. A long term real paradgim shift.

1. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Content. Aber wie?
Customer Experience
www.StrengthandBalance.one Johannes Ceh8th of May 2017
A Paradigm Shift empowered by tools, skills and attitude

2. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Definition: Attitude
Thinking, opinion and acting towards a certain object.

3. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude is based on context and reflektion

4. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
My attitude: Build on my personal experiences

5. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Understanding people and backgrounds
Scrutinizing. Editing. Portrait
Journalism

6. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Brand. Customer needs, relationship & dialogue
Understanding, optimizing and to operationalize Customer Experience
Marketing psychology

7. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Roles & responsibilities. Processes. Leadership
Intercultural collaboration. Transformation. Innovation
Work and organisational psychology

8. My attititude: Based on my personal experiences
Johannes Ceh
Journalism
Marketing psychology
Work & organisational psychology

9. Mission statement
„I empower your team to collaborate for your sustaining success,
by improving your customers‘ life.“

10. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Attitude
Attitude: Starting point of customer relationship
Brand
Attitude
Product
Service
Service
CustomerDialogue
Attitude

11. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Different attitudes to customer relationship

12. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Experience creates impact
A customer might not remember what you said, but how you made him feel

13. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
And there is a lot of potential for experience

14. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
But experience can also mean frustration

15. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is a total paradigm shift
Paradigm Shift: When the usual and accepted attitude towards a certain object
is replaced by a new and different way.

16. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric paradigm shift

17. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A shift that changes everything

18. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
A customer centric transformation

19. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is driven by attitude

20. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience needs empathy

21. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Full top management commitment required
Customer Experience
Only full top management commitment ensures that different
attitudes in the organization are being directed towards
common full power direction.

22. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience is an orchestra of touchpoints

23. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience embraces UX

24. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Customer Experience has to bridge silos
Example: Intelligent Media Unit
Campaign KPIs are directly
in a banner format distributed
via programmatic.
Full customer centric commitment
• Different departments & agencies
(Content, Media, CRM & Retail)
• Multi-Level organization with inhouse agencies
• Central roll-out in 6 markets

25. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Collaboration is a pillar of Customer Experience

26. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Employee Experience empowers Customer Experience
Attitude towards customers Attitude towards employees

27. Does your organization have the right tools & skills?

28. 10.05.2017
Native, Content und Haltung - Johannes Ceh -
www.StrengthandBalance.com
Let me know how I can help!
„I empower your team to collaborate
for your sustaining success
by improving your customers‘ life.“
Johannes Ceh
www.StrengthandBalance.one