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