How Playground lessons can help us craft a richer customer experience

© 2014 Effective Intelligence®

Edward BothmaBusiness Development ManagerEffective Intelligence

Imagine a ‘kiddies’ party…

Seemingly thousands of children, screaming with excitement and high on sugar…

are simultaneously having hundreds of conversations and instantly making as many new friends,

They unknowingly transform pure chaos into a meaningful and rewarding experience…

… a highly desirable capability to have in business

What children can teach business, about rewarding experiences

You know her, you’re are in control, you're her favourite

Dream customer…

In Reality...You are out-numbered, they are in control, each wants to be heard, each has unique demands…

©

…and if you forget to listen,

you may just be dealing with

this guy !

Customer Experience

The thing we need to do differently is

LISTEN.1. We have to know WHERE to listen

2. We have to know WHAT to listen for

3. We have to know what to DO with the information

4. We have to know what we will SAY

5. We have to know how we will REACT

Q: What are the five most important considerations for planning your omni-channel customer experience strategy ?

Enter - Orchestration Hub’s (OH)

“ Real-time customer

engagement platforms

that allow organisations

to orchestrate customer

journeys and experiences

across their client

systems, data and

touch points. “

(OH) ApplicationsL I S T E N > E N H A N C E > A N A L Y S E > D E C I D E > A C T

chiefmartek.com

“I think the concept of marketing orchestration platforms are

incredibly promising.

“To me, they are a part of this emerging category of “marketing

middleware” — software that helps you connect all the other

software applications in your marketing technology stack and, in

doing so, makes all of them work more effectively together.

Scott Brinker of Chief Marketing Technologist 

5 Take Away Key Points

1. Think differently about the way you listen

2. Listen everywhere, all at once, respond immediately

3. Enhance your understanding of your customer with

analytics

4. Move continuously toward data driven decision making

5. Automate repeatable communication processes

Here are 5 key considerations for instrumenting an ‘Orchestrated’ approach to managing Omni-channel Customer Experience

Questions ?

Thank you

Ed BothmaEffective Intelligence

Skype: ed_Bothma@EdwardBothma

Email: ebothma@e-intelligence.co.za