How to get great customer experiences

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Post on 21-Oct-2014

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Converge 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?

TRANSCRIPT

How to get great Customer Experiences

Customer Centricity & Customer Intimacy

Customer #1

Customer #1Delivering great customer experiences will bring you growth in

business with marketing effectiveness and operational efficiencies.

Digital eco-system

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the problem?Lack of insights on customer touch points, incorrect addresses for mail & e-mail delivery, incomplete and outdated customer data across various business systems, lack of inbound customer contact information, lack of CRM results related to business objectives, clear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

Client Roadmap

Part 1 - Getting a clear vision:

1. Inspiration session

2. Strategic review safari

3. Customer Value Proposition Plan

Client Roadmap

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

Guidance

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.

Contactathaliestegeman@gmail.com

+31 6 50243993 @athalieStegeman LinkedIn: AthalieS