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<ol><li> 1. Uporabnika odlinostOblikovanjeuporabnikeizkunjeKratka predstavitevCopyright by PwC </li><li> 2. Kljuno v upravljanju uporabnike izkunje Strukturiran pristop k vplivanju na dejanja in motiviranost uporabnikov Pozitiven vpliv na donosnost (ROI, ROMI) 3Z: Zadovoljstvo, Zaupanje, ZvestobaCopyright by PwC 2 </li><li> 3. 4Funkcija uporabnike izkunje ima obiajnonaslednje funkcije in odgovornostiVkljuitev in ohranitev naravnanosti k uporabniku znotraj organizacije s pomojo delovanja kot glasuporabnika, doloanja uporabnike strategije, spodbujanja sprememb z naravnanostjo k uporabniku,merjenja uporabnike izkunje in obvladovanja pritob uporabnikov do spodbujanja zvestobeuporabnikov in zagovornitva.Cilji:Odgovornosti: Odgovornost za uporabniko pot z namenom Delovati kot dokonen glas uporabnikaizvajanja strategije uporabnike izkunje, Imeti v lasti celoten uporabniki proces (vkljuno zvkljuno s postopnim preoblikovanjem invirtualnimi lastniki procesov)neprestanimi izboljavami Obvladovati vse uporabnike mree znotraj podjetja Biti glas uporabnika na sreanjih uprave (npr. regionalni odbori, zveze potronikov) Spremljati upotevanje z uporabnikimi Izvajati pravico do uporabnikega veta za zaitoobljubamiuporabnikih obljub Zagotoviti, da je uporabnik vkljuen v trno Biti konni lastnik NPS (vkljuno z opredelitvijonaravnano organizacijo in v druge cilje in ciljev) in drugih meritev uporabnikovkompetenne modele Podpirati trenje pri zunanjem komuniciranju z Raziskati regulativne okvire glede prilonosti uporabnikiza izboljanje uporabnike izkunje Mreenje in prilagajanje iri skupini na agendi uporabnika Imeti v lasti vse pritobe uporabnikov in njihoveCopyright by PwC reitve 3 </li><li> 4. Tipini program za oblikovanje uporabnike izkunje Oblikovanje bogatega Zartanje celotne poti Postavitev ciljev in 1 prizadevanj 2 pogleda na vae3 in prepoznavanje tok uporabnike ugodja in boleineC. Set Up &amp; F. Amend G. Resolve A. Aware and Evaluate B. BuyD. Use &amp; ManageE. Pay H. Leave ActivateSubscription problem A. to G. I advocate mapple B1. I am clear on advice offered andC1. I receive pre- D1. I have what I was E1. I receive bill on timeF1. I receive relevant G1. I need to contact H1. I want toA1. I hear/read about mapple, on which product is right for me promised and have paid service for help viainstallation advice by method of my choice information about disconnect/ leave by product, offer through advertising before signing/payingfor channel of my choice additional features/new date when I want or or friend/family (social media) offers based on myneed toC3. I receive an all-in-E2. I understand my bill usage/life style changes B2. I understand installation G2. I receive accurateone starter kit D2. I use my mappleA2. I experience a demo or use the criteria and competent advice/product when I wantH2. I receive aproductE3. I have a bill that is F2. I renew contract diagnosisaccurate compelling offer to stay/ transferB3. I buy product and service,C4. I follow simpleD4. I access my account G3. I fix the problemA3. I have 24/7 access to consistent,including extras/accessories via the instructions to self F3. I am recognised for to check my usage/ E5. I pay my bill throughmyselfclear and accurate information channel of my choiceinstall/set-up my loyalty balance/change detailsmy channel of choiceon a 24/7 basis H3. I understand F4. I upgrade/G4. I explain mypenalties and costs A4. I need proposition to be right B4. I select payment &amp; billingC7. I need my product/E6. I redeemdowngrade/swap to problem only oncefor meoptionsService is working withinpromotional/gift other products/ plansagreed timeframescertificate based on my usageB5. I sign simple contract that fits G5. I need aA5. I have confidence in mapplehistory and my currentH4. I am not charged for my lifestyle E7. I change billing replacementbrand values, quality, reliability and C8. I set up personalneedscancelling my product/settings / preferencesoptions service if not satisfiedpromises F5 to G6. I have oneB6. I change my order E9. I obtain billingpoint of contact until A6. I compare mapple products to C5. to D5. I receivemy problem is resolved inquiry assistanceothers on the market B13. I understand T&amp;Cs jargon free self-install technical supportE10. I receive resolution G7. I can track status of B14. I get clear instruction what to on my billing inquiryproblem / receive callA7. I know how and where I can buydo/ where to go/ who to call forC13. I receive post set- back when promisedproduct/service helpup contactE11. I am activelynotified of any payment G8. to H6. I returnB15. I experience good Quality ofequipmentfailure and offered Service remedyG9. I need my problem E12. I am informed ofresolved within agreed collections processes,timeframesteps G10. I receiveE13. I need to defer compensation for paymentsservice issues G11. I complain/ escalate/provide feedbackmapple Customer JourneyVersion 0.1Oblikovanje podrobnega Oblikovanje predlogov Opredelitev vpliva na 4 za kljune trenutke 5 podjetje 6 narta in uvedbasprememb 2011 20122013 2014 Aug Sep Oct Nov Dec Q1Q2 Q3Q4 Q1 Q2Q1 Q2 Q1 Q2 Training Pricing and bill structure training Web and IVR training Escalation path training Meter benefits training Outbound contact High bill proactive contact 1 High bill proactive contact 2 Bill explanation Simplified welcome pack Bill explanations WebWebMobile PartnersEmailCall CenterVendorsAccount changes Channels PortalStorefrontsCampaigns Account on hold Reminder processService Mediation Payment frequency Catalog Customers Payment card statusOrdersSocial Media Order Management Blogging Product Details Pricing Customer Management Account Management Missing property enhancement Order Validation Customer Reviews Promotions Address Book Order Tracking Forums Product Images. Bundles Subscriptions Community Up/Cross Sell Saved Payments Web form enhancements Core Services Categories Customer Credits Simplified register/ move inShopping InventoryFulfillmentPayment forms Shopping Cart Quick Order Allocation &amp; Release Shipping Options &amp; Pricing Address verification Payment Processing Meter request e-form Fraud Detection Inventory Management Checkout Backorders Ship Order Financials Online submission of 1 click checkout Gift Wrapping Tax Management Order Capture Preorders demolition/cease supply Registry Content Metering Reporting PricingCustomer Service Web Analytics Search &amp; filtered navigation Self Service Flexible appointment scheduling Store Locator Logging &amp; Auditing Publishing Cost Basis Returns &amp; Exchanges Business Intelligence Digital Asset Management Discount Management Shipment Tracking Resources Sales Reporting Content ManagementIntegration ServicesLegacy CRM DataFinancialsPayment Inventory CMS ERPSystemsWarehouse GatewayCopyright by PwC4 </li><li> 5. Uporabnike poti so kljuen del oblikovanjauporabnike izkunje Uporabnika pot na eni strani ponazarja, kako uporabnik vidi podjetje Zagotavlja strukturiran vpogled v dejanja in motivacijo uporabnika ob nakupu proizvoda ali storitve Je osnova za poudarjanje teav v zvezi z uporabniko izkunjo, kakor tudi dobrih strani Predstavlja okvir za neprestano merjenje in spremljanjeCopyright by PwC5 </li><li> 6. Uporabnika pot gre skozi vse faze, ki jih opravi uporabnik, ko kupi izdelek ali storitevZavedanje Nakup Vzpostavitev UporabaPlailo Popravek Reitev Odhod Zavedate se Kupite mobilni Prva Uporaba PrejemPopravekReevanjeZaprtje mobilnegairokopasovni vzpostavitev mobilegarauna, svojih teav srauna inirokopasovne modem inna vaem irokopasovnerazumevanjepodatkov povezavo/uporaodhodga modema inpodpieteraunalniku ga modema in rauna in ali limita bo/opremo ga ocenitenartpreverjanjeplailo podatkovlimita/porabe ADIJO! Copyright by PwC6 </li><li> 7. Metodologija uporabnike izkunjeMobilizacija 1 Ocena 2 Oblika 3 Izvedba 4 Delovanje in merjenje5Copyright by PwC 7 </li><li> 8. PwC-jeva ponudba uporabnike odlinosti obsega: Razumevanje in zagotavljanje celovite izkunje, kinavduuje uporabnike to ustvari zvestobo inzagovornitvo blagovne znamke Uvedba usklajene notranje organizacije, naravnane Dojemanje blagovnena uporabnika (uporabnika naravnanost) ki znamkepozitivno vpliva na prihodek in zmanjuje strokePrivlanost ponudbe Kako se organizacija sporazumeva s Cenovna primernost Obnaanje proizvoda itd.svojimi uporabniki ter edinstveni obutki Povpreje podjetjain dejanja, ki jih v njih vzbuja to je Toke dotikaIndeksedalje veji kljuni razlikovalec v uporabnike odlinosti uporabnikeindustrijah, kot so telekomunikacije,odlinosti (npr. NPS)finance, javne slube itd. Poslovni model in kultura Zagotavljanje, da se ohranioptimalno ravnovesje (kompromis)v zrelosti, napredku in nalobahznotraj piramide uporabnike Za ve informacij o ponudbi uporabnike odlinostiodlinosti ali pogovor o prilonostnih za pridobivanje naronikov se obrnite na:Matija Vojsk vodja podroja svetovanja Tel.: +386 1 5836 068 matija.vojsk@si.pwc.com Copyright by PwC 8</li></ol>