Customer experience & the publishing Industry
Digital breakfast at the APA - cga experience
May 26, 2015
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Customer experience & the publishing Industry
What is Customer
Experience?
ChangingNature of
customers?
ChangesIn the
publishing industry
What are the
implications?
What is Customer
Experience?
There are many customer “touch points” ….and ALL are important influences on customer satisfaction and loyalty
Sales Retail
Call CentreWeb site
Billing
Social media
Questions
Contract renewal
Contract Termination
Network quality
Complaints
Technical Help
Mobile applications
Changing nature of
Customers
An ageing, changing population
A more female world!
Different mindset
Changing Values
An emotional market place where stories and relationships are the
currency
Measuring what matters the most.emotional engagement.
Example: Train Journey Heartbeat
0
5.0
10.0
-5.0
-10.0
Importance
Satisfaction
AWARENESS JOURNEY PLANNING ON STATION ON TRAIN ARRIVAL AT DESTINATION
Dealing with delaysStaff availability
VFM ticket
Car parking cost
Outside train cleanliness
Food & drink
Clean toilets
Staff availability (again!)
Customer Heartbeat™
ChangesIn the publishing
industry
Technology driven change
What are the implications?
Remarkable
We need to be…….
Customer centric
immediacy
emotionalsense of
communityintegratedcustomer insightCommercial
Quality
You can find Chris here:
www.chrisgarthwaitesoapbox.com
http://uk.linkedin.com/pub/chris-garthwaite/0/92a/347
@cgaexperience
www.cgaexperience.com
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