the fair exchange

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Balancing customer needs and business objectives to achieve customer centricity

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This is a presentation about the balance between customer needs and business objectives

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Page 1: The fair exchange

Balancing customer needs and business objectives to achieve customer centricity!

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the World Has Changed

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People Have Changed

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communication has changed

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Technology has changed

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The customer

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Once upon a time

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We used myths to influence behavior

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Advertising created new myths

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and told us what to eat

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What to drink

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And How to behave

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The corporate brand ruled

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Then came the internet

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more choices

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More influence

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more Channels

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Consumers gained control

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The business

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More competition

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More measurement

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Brands lost control

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The weB

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How many of your companies have a website

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Why?

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What would your customers say if your website disappeared

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What would your CEO say

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How do you know if it matters

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Web experience objectives

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consumers typically visit websites for one of the following reasons

Infotainment! Search! Discovery!

Research! Purchase! Support!

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businesses typically want site visitors to accomplish one of the following objectives

Brand Awareness! Education! Buy!

Manage! Self- Service! Advocacy!

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Use!Awareness! Consideration! Evaluation! Purchase! Advocacy!Support!

brands

consumers

The customer Journey

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Mutual relevance

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Holding up the mirror…..

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Holding up the mirror…..

“We want 500,000 Facebook fans”  

“What’s the point in me ‘liking’ your page? I’m not

interested”!

“Omni channel is our #1 priority – we need to be communicating with our

customers through as many channels as possible”!

“Leave me alone! Stop spamming me….”!

The business decided…! …and customers think!

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Holding up the mirror…..

“I want my experience to be personalized”!

“We need a lot more profiling information before

we can customize the experience”!

“Dealing with a company should feel effortless and

not take up too much time”!

Customers need...! … Business responds!

“We need our customers to spend more time on our site, and we need to deliver rich user experiences that show

how innovative we are”!

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Making it real

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Problem # 1 – Square Peg in a Round hole

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EMAIL

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LANDING PAGE

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WEBSITE

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Problem # 2 – contextual disconnect

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Anything wrong

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The power of search

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Doesn’t always deliver the right context What happened to San Francisco?!

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Problem # 3 – we’re not all alike

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A specialist?

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Tractors - baby furniture - Christmas decor

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The technology Solution

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align the inbound marketing campaign

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Learn from the context

From May 1 to July 15!Referrer: Senior Travel!

Referrer: Google!Search: beach holiday,! family, Florida!

Every Monday!From 8am to 11am!Geo location: City!

Fallback promotion!From April to June!

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Manage beyond the home page

Context aware!Upsell Offers!

Preference driven!Filtering!

Prioritize!Search Results!

Guided!Navigation!

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Relevance through dynamic personalization

Insight planning delivery

Dynamic personalization

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The fair exchange

The Key to becoming Customer Centric!

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Takeaways

①  Understand what your customers want when they come to you!

②  Understand what your business wants from your customers when they come to you!

③  Look in the mirror and see if you’re offering a fair exchange!

④  Deliver mutual relevance through dynamic personalization!

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And we’re here if you need some help

Washington dc Richmond va Seattle wa

Tahzoo is a leading customer engagement agency that empowers Global 1000 enterprises to create and deliver customer experiences that are engaging, relevant and persuasive across all digital channels and devices.!

Global Partner of the Year 2012! John Kottcamp, CMO!

[email protected]!@jkottcamp!