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CX Playbook

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The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good.

Download the report here: psfk.com/report/cx-playbook

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CX Playbook

  1. 1. Engaging The Conscious 
 Customer At Every Brand Touchpoint OVERVIEW PRESENTATION
  2. 2. ENGAGING THE CONSCIOUS CUSTOMER AT EVERY BRAND TOUCHPOINT P L A Y B O O K 2 0 2 0 C X Access the full report at: psfk.com/report/cx-playbook Become A Member To Get The Full Report! The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good. The 40+ page playbook includes: • Key insights on the needs, desires and expectations of modern consumers • 3 steps for engaging customers at every touchpoint • 9 trends-based initiatives supported by 36 exemplary case studies • Supporting data from PSFK’s 2018 Customer Experience Survey • Industry implications for all consumer-facing industries P L A Y B O O K C X ENGAGING THE CONSCIOUS BRAND TOUCHPOINT CUSTOMER AT EVERY
  3. 3. About This Report The CX Playbook by PSFK lays the foundation for any brand looking to effectively build purpose-driven campaigns, products and brand experiences that will sustain consumer interest and gain long-term loyalty. The CX Playbook also includes insights collected from the PSFK 2018 Customer Experience Survey, conducted in April 2018, in which over 500 retail, brand and agency professionals offered their perspectives on the future of customer and brand relationships. Version 1.0 | Published May 2018 Piers Fawkes Founder & President Access all Reports and Debriefs as a PSFK Member: psfk.com/membership
  4. 4. Feel A Sense Of Ownership Seek Brands That Act In Their Best Interests Expect Both Inclusion and Personalization Need Platforms That Help Them Create Change Want Products That Make A Mark Without Leaving One Meet The Conscious Consumer They…
  5. 5. From Competitive Spirit To Collaborative Spirit From Competitive Spirit To Collaborative Spirit Key Drivers For Customer Experience Innovation From Competitive Spirit To Collaborative Spirit From Shareholder Values To Shared Values From Optimal Profitability To Sustainable Profitability From Competitive Spirit To Collaborative Spirit
  6. 6. Cultivate An Ecosystem To Create Added Value Build Trust With A Human Approach 3 Steps To Show Up As A Purpose-Led Brand Step 1 Empower Audiences To Do More Step 2 Step 3
  7. 7. 9 Strategies For A Purpose-Led 
 Customer Experience BuildTrustWithAHuman Approach 01 Align The 
 Mission 02 Ensure End-To- End Transparency 03 Offer Digital Agency CultivateAnEcosystemTo CreateAddedValue 04 Become A Lifestyle Partner 05 Extend Product 
 Value 06 Let Consumers Lead R&D EmpowerAudiencesTo DoMore 07 Amplify Voices 08 Be The Bridge To Community 09 Provide Network Impact
  8. 8. ENGAGING THE CONSCIOUS CUSTOMER AT EVERY BRAND TOUCHPOINT P L A Y B O O K 2 0 2 0 C X Access the full report at: psfk.com/report/cx-playbook Become A Member To Get The Full Report! The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good. The 40+ page playbook includes: • Key insights on the needs, desires and expectations of modern consumers • 3 steps for engaging customers at every touchpoint • 9 trends-based initiatives supported by 36 exemplary case studies • Supporting data from PSFK’s 2018 Customer Experience Survey • Industry implications for all consumer-facing industries P L A Y B O O K C X ENGAGING THE CONSCIOUS BRAND TOUCHPOINT CUSTOMER AT EVERY
  9. 9. Bespoke 
 Services Since 2007, our NYC based team has helped brands leverage emerging trends through a mix of consulting services. PSFK LABS • Research & Strategy • Concepting & Consumer Journeys • Workshops & Trend Tours PSFK STUDIOS • Branded Content • Newsletters • Partner Events Bespoke Services PSFK STUDIO S PSFK LABS Membership Membership PSFK provides a cultural intelligence service for brands and agencies: • on demand research • extensive report library • daily feed of insights • weekly vertical newsletters • immersive events About PSFK PSFK 42 Bond Street, 6th Floor, New York, New York 10012 | +1 646 520 4672 | psfk.com | @psfk Piers Fawkes Consulting Services piers.fawkes@psfk.com Jeff Weiner Membership Success jeff.weiner@psfk.com
  10. 10. Engaging The Conscious 
 Customer At Every Brand Touchpoint OVERVIEW PRESENTATION

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