customer expert ppt

Customer expert ppt - No longer acceptable to just offer good products What is the Quality of the experience that we provide our customers

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Obsolete by Graduation Designing the Customer Experience
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108 by 5 8 by 1 98.5%
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More on innovation Re-Imagine by Tom Peters The Dell Computer Story
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So what does al l t hi s mean?
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What some of the experts think… 80% in 15 Years (Tom Peters) 75% in 3 Years (Jeff Immelt, CEO GE) Gone - Traditional jobs in traditional corporations of today
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The Amazing Wave of Offshore Outsourcing Think of business productivity reaching out to shake hands with job exportation through outsourcing India, only as an example, in next two years plans a $ 1 trillion GDP add through in-sourcing white collar jobs Not just call-centers Design; software development; manufacturing; computer control; etc. All in their crosshairs
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The Amazing Wave of Offshore Outsourcing (2) So, you’re thinking about professions? The story of world class medical centers springing up in SE Asia Transactional law has gone the same route … and will further expand
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All is not lost though… What we have to do…
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Move up the Value Chain
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Unformatted text preview: No longer acceptable to just offer good products What is the Quality of the experience that we provide our customers? Memorable Cool Comfortable Dramatic Encompassing Emotional Transformational Total “It’s not about the bike…” Lance Armstrong Walt had it Right Imagineers (1953-54) “All I want you to think about is that when people walk through or ride through or have access to anything that you design, I want them when they leave, to have a smile on their face. Just remember that; that’s all I ask of you as a designer.” So did Steve At Mac project start, one of first people Jobs hired on staff was an artist Help him understand type faces Help him understand icon design Help him understand how case should look Where is the CCO? Think in terms of customers and providing them value… Move up the value chain by Designing and Controlling the Total Customer Experience...
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This note was uploaded on 02/15/2011 for the course ENT 3003 taught by Professor Rossi during the Spring '11 term at University of Florida.

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Customer expert ppt - No longer acceptable to just offer good products What is the Quality of the experience that we provide our customers

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