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Aligning customer expectations to business outcomes
1.
Aligning customer expectations
to business outcomes Dirk Shaw , Customer Experience Design and Strategy
2.
Customers are demanding
a more personalized experience ?
3.
They want you
to: recognize who they are, engage with them and anticipate their needs.
4.
*78% of
them in the U.S. connect via broadband. *pew internet research
5.
They create 1.4
blogs every second of every day
6.
The total time
they spent watching YouTube videos since it started last year is 9,305 years !
7.
They are adopting
new technology at record speeds
8.
Oh… By the
way they are also increasingly multi channel and device..
9.
So what does
this mean to Your company?
10.
It means you
have to connect with your customers in new ways…
11.
And create a
continuous experience across touch points Mobile RSS Email Web Kiosk Call Center Search engine IPTV Print Digital Signage In store TV
12.
Throughout the entire
Customer Lifecycle
13.
But at
the same time meeting your own business objectives.
14.
New customer acquisition
15.
Better serving existing
customers
16.
Growing and retaining
existing customers
17.
Experience Design and
Planning can help meet these new demands .
18.
Continue the dialog
@ dirkshaw.blogspot.com
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