This course focuses on the transition to customer- and experience-centricity in business, emphasizing the importance of customer experience as a key competitive differentiator. The course teaches how organizations can successfully compete through experience by starting with the customer experience, integrating deep customer empathy, and focusing on the customers' experiential journey. The teaching method includes outlining the concepts and strategies by Simon Clatworthy, a thought leader in service design. The intended audience for this course includes professionals interested in enhancing their organization's competitiveness through customer-centric strategies and experiences.
Overview
Syllabus
Intro
Electric cars now and then
The experience economy
From function to emotion
Idealistic needs
Customer experience as the key competitive differentiator
Quote by Lisa Feldman Barrett
Even B2B
Desirability
Mini task
Crafting a way forward
Put purpose at the core of your strategy
1. Start with the experience
2. Be honest about ambition & position
3. Develop a terminology & use it
4. Integrate deep customer empathy
5. Find your mix
6. Focus upon the customers' experiential journey
7. Define your personality
8. Sweat the big things & the detail
9. Experience is viewed through the customers' eyes
10. Understand that this relates to the whole organization
11. We are all designers
12. Plan your organizational maturity journey
Conclusion
Outro
Taught by
GOTO Conferences
