Customers for Life

Hyde park_sydney

Customers for Life is the name of a Marcus Evans conference held near beautiful Hyde Park in Sydney, Australia. The event brings together customer experience (CX) leaders from the region for two days of intensive talks, facilitated sessions, and networking.

I gave a session on “How to Create an Elite Customer Experience” which told participants how to use experience design as their organizational strategy to make and keep the kinds of promises customers want. The presentation:

  • focused on what an elite experience actually is
  • explained the importance of making the right promises
  • gave details about how Apple’s promise makes customers better
  • revealed how Build-a-Bear Workshop pleases customers and the bottom line at the same time
  • detailed the role of the experience designer
  • offered a simple 6-step methodology for initiating positive change
  • included five hard-won lessons to make the attendees better experience designers
The presentation was delivered via SKYPE and PREZI. Prezi is a dynamic presentation tool that works through the cloud. I was able to ‘drive’ the presentation in Atlanta with less than one second of delay in Sydney. Here’s the presentation:

 

Customers for Life, 2011 on Prezi

Some of the key concepts from the presentation included:

  • Being discovered is better than shouting.
  • The right experience design will delight customers, engage employees ,and pay back shareholders at the same time.
  • Make the biggest promises you can–and keep them.
  • The best experiences include a built-in learning loop (they get continuously better).
Here’s what people had to say about the presentation:

 

 

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