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Customer Engagement
CHANGE
• Floor covering stores, down 19.3 percent from Jan-Sept 2008
to comparable period 2009
• Home furnishings stores down 15.3 percent
NOCONTROL
KNOWCONTROL
Customer Engagement
Customer Engagement
Customer Engagement
Customer EngagementCount every square you see
17
26
30
Customer EngagementCount every square you see
Customer Engagement
Customer Engagement
Customer Engagement
Customer Engagement
Customer Engagement
0
250,000,000
500,000,000
750,000,000
1,000,000,000
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
10 YearsZero to $1Billion in Revenue
Customer EngagementDo I get the KOHLER now or wait
2008 years for the Mac hands free?
Customer Engagement
WhatCustomer
EngagementISN’T?
#1 - Company Culture
#2 - Customer Experience
Customer Engagement#3 - Carpe Defect
#1 - Company Culture
The Container Store
The Container Store
#1 - Company Culture
WORKSHOP
#2 - Customer Experience
STARBUCKS DOESN’T
SELL COFFEE
ZAPPOSDOESN’T
SELL SHOES
YOU DON’T SELL
HARDWARE
#2 - Customer Experience
WORKSHOP
“Come Shower With Us”
Halloween “Light Night”
Customer Engagement#3 - Carpe Defect
IMPORTANT:Your DVD Shipments
Have Likely Been Delayed
“Our apologies to all once again and thanks for
hanging in there with us.”
“Forget all those whiney haters. You guys did your
best. You deserve praise for getting through it, not hatred
for some hiccups.”
- Netflix Customer
The Container Store
Customer Engagement#3 - Carpe Defect
WORKSHOP
CHANGE
MORE GRANDPARENTS ON FACEBOOK
THAN HIGH SCHOOL KIDS
HALF OF YOUTUBE’S
AUDIENCE IS OVER AGE 34.
!"#$%&$'()(*(+)%+'%(),-)(*.%(,%&+()/%*#$%,-0$%*#()/%+1$2%-)&%+1$2%-/-()%-)&%$34$5*()/%&(''$2$)*%2$,67*,89%
% :%;7<$2*%=(),*$()%
