Customer Communication Journey -- Legodo

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The cutomer communication journey from Legodo

Global Directions 2013

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Customer Communication Journey -- Legodo

  1. 1. The Customer Communication Journey* * Caution: Interactive Presentation!
  2. 2. 01.10.2013 2 … one of my very own customer communication journeys …
  3. 3. 01.10.2013 3 … one of my very own customer communication journeys … ?
  4. 4. … one of my very own customer communication journeys …
  5. 5. ... what is CCM anyway? All textual communication of an organization with an outside individual or organization. My Definition
  6. 6. Which Line is Longer? >< WRONG! > <
  7. 7. How To Count To Three … 1 2 3 1 2 3 1 2 3
  8. 8. My Hidden Agenda Everything Unlearn EmpowermentBusiness Network
  9. 9. 01.10.2013 9 Hier fehlt irgendwie ein Übergang The of the nation State
  10. 10. 01.10.2013 10 #1... as always …
  11. 11. 01.10.2013 11 Groundhog Day
  12. 12. Ever became „Triple Play“ customer
  13. 13. 01.10.2013 13 2 days later: Order confirmation unlimited calls 2 days later: Order confirmation SwisscomTV 2 days later : Tech change letter 4 days later : Modem DSL 2 days later : Setup Box SwisscomTV Plug in. Does not work. Call Hotline (Date on letter) 4 days later : Tech change Mail (processed) 2 days later : Activation unlimited calls, Mail & SMS 14 days later : Grooming SMS 2 days later : Grooming letter
  14. 14. … 4 letters, 2 mails, 2 SMS, 2 packages, 1 call und 34days later
  15. 15. 01.10.2013 15 State of the
  16. 16. 1 shipping What became of 4 letters, 2 Mails, 2 packages and 1 call? 2 mails 1 SMS & 0 letters
  17. 17. 01.10.2013 17 #2... huge quantities …
  18. 18. 01.10.2013 18 not enough?
  19. 19. 01.10.2013 19 #Proposals #BIs 30770% 18980% 70%automation possible
  20. 20. 01.10.2013 20 40PY20% Time for Proposals 8 new sales people Savings
  21. 21. 01.10.2013 21 #3... CCM = Document = A4 …
  22. 22. 01.10.2013 22  Telekom Case für ProAktive Kundenkommunikation Goldfinger
  23. 23. 01.10.2013 23 „The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food
  24. 24. 01.10.2013 24 „The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food
  25. 25. 01.10.2013 25  Hier kommt ein Bild von unseren Freunden der Telekom hin
  26. 26. 01.10.2013 26
  27. 27. 01.10.2013 27 … some thoughts I would like to share …
  28. 28. 01.10.2013 28 Dear Customer,
  29. 29. 01.10.2013 29 To Customer From Customer
  30. 30. 30 the People areBe where
  31. 31. 01.10.2013 31 is key Relevance
  32. 32. 32
  33. 33. 33 the right content at the right time on the right channel Dialogue enabled Formula Customer Communication
  34. 34. 01.10.2013 3434 … but Marc, this is in fact quite Difficult …
  35. 35. 01.10.2013 35  Hier Video Abspann (2min)
  36. 36. 10/1/2013 36
  37. 37. 01.10.2013 37  Pictures  http://sxc.hu  http://www.ualberta.ca/~anaeth/images/Research_images/Candace%20project .JPG  anton khoff photography  Google maps  http://www.projectappleseed.org/questionstudy.jpg References

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