Best Face Forward: Why Customer Experience is the New

Frontier of Competitive Advantage

John Nardone

Chairman & CEO of [x+1]

Marketing innovator, in creating brand

relevance for global companies.

Placed the first paid ads on the

Internet 16 years ago, establishing the

first online media pricing model, and first online media pricing model, and

launching some of the first websites

for consumer products.

About [x+1]

[x+1] delivers the power of relevant communications to the world’s

best companies

Optimizes prospect and customer interactions across multiple digital

channels.

Digital Marketing Hub

FedEx & [x+1]

Decision engine to deliver the right

marketing message to the right audience

segment at the right time.

Jeffrey F Rayport

An affiliated faculty member at

Harvard Business School

New information technologies and

their impacts on companies’ service

and marketing strategies.

Breakthrough service strategies for

network-based businesses.network-based businesses.

The New Competitive Advantage

t o u c ht o u c h

Different Interfaces

Customers control merchandise rankings

A people rich experience

The intelligent internet

Bringing human service to web interactions

The right mix of

customer interfaces

FedEx recognized many opportunities for www.fedex.com to

give visitors a more productive experience

Thank you

Q & A