Best Practices for Building a Market-Leading Customer Experience

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Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 1

The Beyond Philosophy Perspective

Customer Experience Thought leadership is New fourth book
is all we do! our differentiator Is now available

Global practice with
offices in London, Atlanta
Links with academia Focus on the emotional side of
and partners in Africa,
Asia and S. America Customer Experience


We are Proud to Have Helped Some Great Organizations…


… Around the Globe

Key

Beyond Philosophy client engagements

Beyond Philosophy © All rights reserved. 2001-2011
www.beyondphilosophy.com

Best Practices for Building a Market-
Leading Customer Experience

Subhra Das, Senior Vice President, Marketing &
Customer Experience, du

Qaalfa Dibeehi, Chief Operating and Consulting Officer,
Beyond Philosophy

Zhecho Dobrev, Consultant, Beyond Philosophy


Learning Objectives

• How to quickly establish a market-
leading customer experience.

• Techniques to differentiate a
commoditized offering a saturated
market through customer
experience.

• Ways to evaluate your strategic
imperatives.

• How to build a case for customer
experience transformation.

• Methods to examine key customer
experience principles all
companies must consider.


What we did at du

Months 1 - 2 Months 3 - 4 Months 5 - 6

Program N2N Customer Emotional Moment Experience
Preparation Assessment Experience Signature Mapping Economics
Statement

Strategy and
Strategy and Alignment, Map Measure and
Customization Map and Design,
Alignment, Strategy and and Design, Monitor,
and Program Evaluate and
Evaluate and Alignment Evaluate and Strategy and
Management Deploy
Deploy Deploy, Measure Alignment
and Monitor

Beyond Philosophy © All rights reserved. 2001-2009 7

Thank You
If have questions, send them to us.
We will collect and pass them to Subhra.

events@beyondphilosophy.com

Atlanta Office: +1 678 638 6162
London Office: +44 (0)207 917 1717

QaalfaDibeehi
uk.linkedin.com/pub/qaalfa-dibeehi/0/81/371


Best Practices for Building a Market-Leading Customer Experience

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