crafting customer experience through generations

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Crafting customer experience through generations

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Page 1: crafting customer experience through generations

Crafting customer experience through generations

Page 2: crafting customer experience through generations

ขั้��นตอนการบร�หารประสบการณ์�ลู�กค้�า1 Analyze the experiential world of the customer

2 Build the experiential platform

3 Design the brand experience

4 Structure the customer interface

5Continuosly innovate

Page 3: crafting customer experience through generations

Each generation, each experience

Page 4: crafting customer experience through generations
Page 5: crafting customer experience through generations

Analyze their

Characteristics Perspectives

What they respond best when it comes to customer experience and satisfaction?

Page 6: crafting customer experience through generations

Matures

• Traditionalists• Great Depression, WWII, Korean Wall• Value : God, country, neighbor, community, friend• Believe in team player• No tech in life before

Page 7: crafting customer experience through generations

• Woman in this generation : no work – (home, wife, mother)

• Class (Black/white school)• Seen cultural changes over their life-time• 50s-Desegregation in school/community• 60s-70s-Woman into workforce

Page 8: crafting customer experience through generations
Page 9: crafting customer experience through generations

Experience Analyze

• Focus on personal connection and humanness when crafting customer practices

• Growing with neighbor / but now internet how to integrate this?

Page 10: crafting customer experience through generations

#3things

• High touch is more important than high tech• Socializing face-to-face is important• Delivering service at particular times of day

may need to vary

Page 11: crafting customer experience through generations

Baby Boomers• “me” generation• “Self” absorbed, aware, sufficient • Begin to earn knowledge• Value experiences, and want others to see that

way

Page 12: crafting customer experience through generations

Experience Analyze

• They desire personal growth • Value professionals – wanna feel private and

being taken care of• Desire to be self-sufficient• Kids & pets • Right of customers

Page 13: crafting customer experience through generations

Gen X

• Grew up with no first hand knowledge• First true computer generation• Divorced / working parents• Self grown up and broad school

Page 14: crafting customer experience through generations

Experience Analyze

• Demonstrated commitment to diversity

• Technical excellence• Informality• Self-reliance• Provision of data /

standard / transparent• Provision of real-time

service

Page 15: crafting customer experience through generations

Gen Y

• Most diverse• Not just tech savvy – tech dependant • More comfortable dealing with machines

Page 16: crafting customer experience through generations

Experience Analyze

• Automation• Community with their social circle(Pepsi social vending machine)• Customization for everything • Selectivity (itune playlist)• Socializing at all times

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Pepsi social vending machine

• http://www.youtube.com/watch?v=wJaEVEoEETA

Page 18: crafting customer experience through generations

itune(playlist)