Experience Engineer

Designing shareable & remarkable experiences
Erik Posthuma
Erik Posthuma

I help brands and customers interact with each other through static, interactive, and human touch points. I look especially at the crossing of online - offline, focusing on what makes a customer experience shareable & remarkable.

I lead the Singapore office of Antics - Digital Creative Agency

Email me: erik@erikposthuma.com
Follow me: ErikPosthuma
Add me: LinkedIn

Featured on:

ypblogs.com

thesocialcustomer.com

TwitterFacebookLinkedIn

Brain Seeds

Tags

Get Updates

 

How the customer experience got us featured on Springwise and PSFK

Customers are not loyal to a name/label/logo. They are loyal to what that brand stands for. And sometimes multiple brands stand for a similar sentiment. At Antics we launched a campaign with Cortadito.sg bringing together eight authentic and passionate coffee makers that focussed on the craftmanship behind their coffee.

Photo_7_small

A fun project for us and a great project for the customer. The eight cafe's have different styles and manner of execution but they all put their customer first.  It is great working with them. 

For more information do check out Be Disloyal on Facebook.

 

~~~~~~~~~~~~~~~~~~~~~~~

Be Disloyal has great fans. Amazing and vocal fans that are incredibly supportive. It is thanks to these fans that we get picked up in the media. 

After many online and offline mentions in the media we have just been featured on springwise. Not only have we been featured but within one day of posting it is the most popular post of the week! It even beats the second post by more than twice as many shares.

Springwise is a great place for a fresh dose of entrepreneurial ideas. We definitely suggest that you check it out and sign up for their newsletter.

We are very proud and very thankful to all the supporters and fans of Be Disloyal with whom this would have never happened. Thanks again!

16 December 2011 - Update:

And now also featured on PSFK!

~~~~~~~~~~~~~~~~~~~~~~~

 

 

Posted

0 Comments

 

The value of brand authenticity.

via wearesocial.net

Thanks to wearesocial.net I went through the presentation by Izzie Zahorian in one go. A great call for figuring out your brand DNA and authentic, transparent brand communications.

Posted

0 Comments

 

Six ways to differentiate through customer service.

via mycustomer.com

This is a great interview that shows the authentic character of Zappos.com. Zappos has long been crowned the king of customer service and for good reason. In this interview, Alfred Lin, COO of Zappos.com speaks about their customer experience efforts.

1. Ensure that your staff believe in your company's core values.
2. The phone is still a powerful tool for personal emotional connections.
3. It's the little things that make it a personal, caring customer experience.
4. Don't take the quick and easy route with service metrics.
5. The right company culture provides a platform for great customer experience.
6. Be transparent and open and your service can be refined by the wisdom of the crowds.

In a nutshell it's about humanizing your business. Treat your customer like you want to be treated. How do you take these lessons and apply them to your own business?

First of all, realize that the character of your staff is the character of your company. When hiring new employees keep in mind the core values of your company and see if these match up with the candidate.

Character3

Second, look at your customer journey, all the touch points the customer experiences with your brand and try to find a differentiator. In Zappos case they use the phone more than the average online business, they also look for little personal touches. Look at your own touch points and see where you can stand out and create a memorable and remarkable brand touch point. This will get your customers talking about you.

Thirdly, be open and transparent, humanize your business communication by communicating through your core values. When a person speaks to a person they personalize the conversation. This is essential, also in business.

Conversation

Do your employees define your company character?

Posted

0 Comments

 

BNet has character

I am a big fan of BNet, they've got great articles about fields I enjoy reading about. I am also a fan of them on facebook (correction: "like"). Here is a response by BNet on one of my comments.

Bnet_character

They responded with: "Admit it: you all feel smarter just saying "Pareto's Law", don't you? ^SHS"

It is a candid response with a cheeky touch, and it gives BNet character. Can this response be taken the wrong way? Yes it could. Did BNet think about this when they commented back? Yes they did. Traditional communication would have frowned at such communication. These days this is the only way of connecting with your tribe.

Are you ever cheeky in your communication?

Posted

0 Comments

Theme by Cory Watilo.
More great Posterous themes at themes.posterous.com.