Customer Worthy 2012 Customer Experience Forecast
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Transcript of Customer Worthy 2012 Customer Experience Forecast
1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize
them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting
CUSTOMER WORTHY in 2012?
Context Rules (verb)
app noun Computers, Informal .an application, typically a small, specialized program downloaded onto mobile devices: the best GPS apps for your iPhone.
Definition of: app
(APPlication) The term has been used as shorthand for "application" in the IT community for decades. However, it became newly popular for mobile applications in smartphones and tablets, especially due to the advent of Apple's iTunes App Store in 2008. It is just as correct to say "iPhone application" as it is "desktop computer app;" although app is shorter, and computer people love to abbreviate. See application, APP file and App Store.
We all compete with FREE
Don’t get stuck here…where do your customers want apps?
We Interrupt this presentation for
context – context big nd essential
Let’s surf - shared experiences big
Geeky Customer Tools
Back to customer experience……
Back to apps – Did I mention apps are FREE
2012 – FREE is the new black
How much does B of A need to recoup in fees to offset this image? Probably wasn’t in the business case…
Under Performing Asset: Local
Store 1065 sales down
Branch 207NY 70% transaction reduction
Highest rent neighborhood – non residential
All your data is wrong – locally – for the time being – since 2008?
Network of Things – Subway Time
Subway clock off by hour makes “news” off by hour –Network of things effect
Or wormhole in space and stepping onto train caused time to travel forward 1 hr
Screen is a view and access point to network of things
You are a screen to your customer
Internet of Things
If your car captures a TB of data about you, who should it tell? Good big brother, bad big brother…
How many browsers/screens have there been so far in
presentation?
Did you include the one in your hand?
How many times have you looked at and interacted with your screen
during this presentation?
Yes, someone is watching… and counting, and…
Privacy for sale and rent- click here
http://www.pcworld.com/article/192648/browser_fingerprints_a_big_privacy_threat.html
Test your browser for unique identifiers without the risk: The Electronic Frontier Foundation, a privacy advocacy group, has set up an interesting online experiment at Panopticlick.eff.org. Panopticlick gathers little de tails about your browser and computer, mostly using Javascript. In my case, the information it gathered about my browser was enough to uniquely identify my surfing software out of more than 650,000 visitors.
Disney Animation
Imagine, if you will, what it's like to be an animator. Films are projected at 24 frames per second. For a 90-minute film, that's over 129,000 individual frames. Characters are drawn separately and then put together, and placed over painted backgrounds. The work requires talented artists, but they cannot deviate from the structured manner of drawing the characters.
http://www.timburtoncollective.com/bio.html
Every screen/interaction is spying on you Are you a good big brother – bad big brother
Less and less things are happening by accident … at least not twiceGood big brother: choreograph experience for best outcome
Continuous testing – failing fast – identifying genius is competitive advantage
Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do
The Customer Experience Algorithm predicts what customers will/will not do next at every contact
Passion: Contact Creativity & Choreography
Creativity + Multi-Channel Execution
Identify and Recognize Geniuses
identify, promote and connect geniuses across your customer experience – internal & external
Be customer worthy at each contact
1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize
them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting
CUSTOMER WORTHY in 2012?
Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation