How to get great customer experiences
Post on 21-Oct-2014
DESCRIPTIONConverge your business into a Customer Centric Experience, Customer first is the focus strategy on Customer Intimacy. By using (big) Data, 3rd party data, connecting data for real time transparency, analyze habits, filter needs, offer solutions, increase ROI . By implementing the right technology, you create the best customer intimacy with marketing, technology and creativity. What are you waiting for?
How to get great Customer Experiences
Customer Centricity & Customer Intimacy
Customer #1Delivering great customer experiences will bring you growth in
business with marketing effectiveness and operational efficiencies.
Customer Centric Experiences
Social dynamics: outside in
Corporate dynamics: inside out
Where is the relevancy, ROI, Centricity & Intimacy?
Objective Get a clear vision on Customer #1
Create a Customer #1 Strategy
Design a Customer #1 roadmap
Converge into Customer #1 with Technology
Design performance insights and deliver real time dash board metrics from internal & external data.
What's the problem?Lack of insights on customer touch points, incorrect addresses for mail & e-mail delivery, incomplete and outdated customer data across various business systems, lack of inbound customer contact information, lack of CRM results related to business objectives, clear marketing accountability on customer strategy,
customer data hidden in various product and process silos..
The Customer focus..
Customers ExpectsThat they are recognized as a customer, with:
Great customer service
Appreciation for loyalty
An interactive self-supporting myservice-portal
a real time Customer Centric Experience.
Customer IntimacyOrganizing personal communications. E.g.:
Attention is awareness to moments that matter
Intimacy is recognizing needs without asking
Contact is "connected" communication
Sharing stories socially, sales without selling
Opt-in for brands with services & engagement
Customer CentricityOrganizing service processes around customers. E.g.
Real time Relevancy internally and for the customer
Delivering Digital (big) Data - omnichannel
Content Curation - Cross Channel
Conversation Interaction, Iterative Improvements
Fusion of corporate CRM with social CRM
Mass one-to-one customer experience by analytics and modelling of hard & soft data
Then Customers ..
Become Fans, Promotors, Advocates because:
1. Experienced services meet expectation
2. Relevant interaction solve latent needs
3. Rewards are given for loyalty & NPS
Converge to C#1 Connecting Business, Marketing, Communication, Finance systems
and software services digitally.
Integration of CRM sources: own, social, channels, touch points.
Fusing 3rd party behavioral data, with lead generation and own CRM data.
Dashboard with real time insights, management information and to-do's fo different users across the company.
Data & Technology delivers great customer satisfaction.
Investments needed for C#1 will result in sustainable business growth.
Recipy for +EBITABusiness Case - using data to deliver C#1 by merging data, relevancy and optimizing the maketing of moments with data insights:
1. Integrate company data for the best basic customer records.
2. Analyze real time digital behavior, focus on #interests, location, connections.
3. Mix with brand story activation, lead generation & moments.
How to get Customer #1
You need to have a Clear Vision
A Customer Strategy
Technology in place
Use real time data & complete analytics
Part 1 - Getting a clear vision:
1. Inspiration session
2. Strategic review safari
3. Customer Value Proposition Plan
Part 2 - a Customer Strategy
Excellent Service, 1:1, Intimate Attention
Excellent Service, 1:many, Best Products
Excellent Service, mass:mass, Best Offering
Client RoadmapPart 3 - Technology in place
Depending on the vision & customer strategy
Focus first on Excellent Service technology providers:
Service on CRM & customer interaction
Service on ERP & Operation Excellence
Service on Social Media, Responsiveness, Reputation
Asign business partners for service excellence & time to market.
Client RoadmapPart 4 - Real time data
Integrate & analyse data
Merge and interpret analytics
Identify insights, targets & expectated results
Monitor costs, results, effectiveness
Organize real time relevancy & display internally
The roadmap is a journey in Business Transformation, to turn your company into a transparent service provider
delivering great customer experiences.
Let me guide you in this process to Customer # 1, to bring you growth in business with marketing effectiveness and operational efficiencies.
+31 6 50243993 @athalieStegeman LinkedIn: AthalieS