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Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
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Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting

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  • 1. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation: The New World of Customer Experience How your company can thrive in the rapidly evolving, digitally-driven customer experience era of tomorrow. CustomerThink’s 2011 Customer Experience Summit Keynote Presentation: Innovation in the Digital Age 10:47:23 Watched video attached to Pizza Box 10:48:31 Redeemed coupon for Paper Towels 10:48:59 Checked prices for Dog Food 10:49:07 Ordered Dog Food from Another Store 10:54:12 Started Car 10:54:42 Proceeded west on Main Street 10:55:12 Stopped at House for Sale 10:57:13 Requested Listing Details 10:57:18 Viewed Listing Details 10:57:45 Viewed Video Tour 11:02:42 Requested access to House 11:02:49 Security Status Verified 11:03:32 Entered House for Sale 11:18:29 Texted Wife, Sara Wolfram © 2011, MCorp Consulting. All Rights Reserved 11:18:57 Sara Accessed Online Tour 1 Page
  • 2. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation  Smart Customers  Disruptive Innovation  Smarter Experiences  Act Smart  Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 2
  • 3. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers – we all – are getting “smarter” Welcome to your, your company, and your customer’s new world. 1) Time Magazine, December 2006 © 2011, MCorp Consulting. All Rights Reserved Page 3
  • 4. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 No manuals. No keyboards. No limits. © 2011, MCorp Consulting. All Rights Reserved Page 4
  • 5. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers expect to access your company at any time  Remember when everyone watched the same TV show at the same time?  Or when everyone did their banking between 9 am and 3 pm? No more.  “I’m sorry, please call during normal office hours” will be a phrase no business dares utter. (Forever...) © 2011, MCorp Consulting. All Rights Reserved Page 5
  • 6. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers expect to access your company from anywhere  They want information. They transact. They look for help. 60% of 56% of Shoppers Mobile 70% of iPhone Mobile Believe Barcode Owners Use Buyers Do So Smartphones Scanning Apps While From Home1 Make Shopping2 Increased Shopping More Enjoyable 1600%3in In-Store4 2010 1) Ipsos/PayPal Survey 2011; 2) Lightspeed Research, 2011; 3) Scanbuy, as reported by Mobile Commerce Daily; 4) Accenture, as Reported by Internet Retailer 2010 © 2011, MCorp Consulting. All Rights Reserved Page 6
  • 7. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 How? From any connected device Not just smart phones: All internet and network enabled devices. Global Mobile Data Traffic Growth By Device Type (2010 to 2015E) Petabytes Per Month © 2011, MCorp Consulting. All Rights Reserved Page 7
  • 8. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Where’s all this going? © 2011, MCorp Consulting. All Rights Reserved Page 8
  • 9. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation  Smart Customers  Disruptive Innovation  Smarter Experiences  Act Smart  Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 9
  • 10. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 “In most organizations, change only comes in two flavors: trivial and traumatic.” - Gary Hamel, Wall Street Journal, Sept. 29, 2009 © 2011, MCorp Consulting. All Rights Reserved Page 10
  • 11. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Today, we are not discussing trivial changes © 2011, MCorp Consulting. All Rights Reserved Page 11
  • 12. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Digital innovation is changing customer experience Virtual Life Customer Social Middleware Experience Shifting Time Remote Access © 2011, MCorp Consulting. All Rights Reserved Page 12
  • 13. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 The balance is shifting... companies © 2011, MCorp Consulting. All Rights Reserved Page 13
  • 14. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 In summary? The future gets here pretty fast… Facebook User Growth Chart (Dec. 2004 to Sept. 2011) Active Users (Millions) Source: www.benphoster.com/facebook-user-growth-chart-2004-2010/ © 2011, MCorp Consulting. All Rights Reserved Page 14
  • 15. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 This all boils down to one critical point... Your customers are gaining control. © 2011, MCorp Consulting. All Rights Reserved Page 15
  • 16. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation  Smart Customers  Disruptive Innovation  Smarter Experiences  Act Smart  Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 16
  • 17. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Strategies need to take smart customers into account Digital innovation is driving disruption in every industry... Welcome to “the age of the customer” Source: Forrester Research, Inc . “Competitive Strategy in the Age of The Customer” © 2011, MCorp Consulting. All Rights Reserved Page 17
  • 18. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 What are your strategies for success? Meeting customer expectations and your business objectives. Business Brand Experience Digital Strategy Strategy Strategy Strategy What is your What are What is your plan How do digital strategy for customer for meeting channels help you business expectations of customer meet customer success? your brand? expectations? expectations? © 2011, MCorp Consulting. All Rights Reserved Page 18
  • 19. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Quick Poll: Where does your company stand on strategy? Defined and Defined, Not Not Don’t Implemented Implemented Defined Know 1.Business Strategy 2.Brand Strategy 3.Customer Experience Strategy 4.Digital Strategy © 2011, MCorp Consulting. All Rights Reserved Page 19
  • 20. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Your strategy is implemented through your touchpoints Which touchpoints will be most effective 5 years from now? Bonus question: Do you know which are most effective today? Products Retail Stores Static Print+Radio Ads Direct Mail Forms, Docs Sales Call Center Service Word-of-Mouth Brand Support Customer Experience Human Digital Apps Mobile “M2M” Devices Corporate Web Social Media Products © 2011, MCorp Consulting. All Rights Reserved Page 20
  • 21. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 As customer’s change, touchpoints are changing as well.  In the age of the smart customer, experiences must be smart, too. Seamless, integrated and consistent.  What’s the customer journey through your lifecycle? Awareness Knowledge Consideration Selection Satisfaction Loyalty Advocacy Awareness Knowledge Consideration Selection Satisfaction Loyalty Advocacy Pre-Purchase Trial/Purchase Post-Purchase How do digital , What’s the right Which human and static combination of interactions drive touchpoints drive touchpoints to drive loyalty and awareness? consideration, or advocacy? selection? © 2011, MCorp Consulting. All Rights Reserved Page 21
  • 22. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Traditional channels don’t easily support smart experiences  Because experiences aren’t centered around the customer  Experiences are inconsistent; handoffs aren’t seamlessCall Center Products Digital Retail Service © 2011, MCorp Consulting. All Rights Reserved Page 22
  • 23. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 One thing will never change.... Customer experience is based on customer perceptions. © 2011, MCorp Consulting. All Rights Reserved Page 23
  • 24. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation  Smart Customers  Disruptive Innovation  Smarter Experiences  Act Smart  Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 24
  • 25. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …By needs and value, into the smallest possible groups. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 25
  • 26. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …To increase your flexibility and responsiveness. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 26
  • 27. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …By understanding the data surrounding your customers. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 27
  • 28. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …And give them tools to help your company act smart. Please, Reward Give me the empower me for tools to ‘see’ me to delivering customers solve the ‘right’ and what customer experience. they need. problems! © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 28
  • 29. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …To meet customer needs, and exceed expectations. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 29
  • 30. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation  Smart Customers  Disruptive Innovation  Smarter Experiences  Act Smart  Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 30
  • 31. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 5 takeaways from this presentation 1. Disruptive innovation is shifting power to customers 2. Smart customers demand smarter customer experiences 3. Learn from the data your customer relationships generate 4. Leverage digital disruption to create innovative (and smart) touchpoints and experiences 5. Truly focus on your customers, and their needs ©© 2011, MCorp Consulting. All Rights Reserved 2011 MCorp Consulting, All Rights Reserved Page 31
  • 32. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Opportunity abounds in the age of the customer ©© 2011, MCorp Consulting. All Rights Reserved 2011 MCorp Consulting, All Rights Reserved Page 32
  • 33. Smart Customers + Digital Innovations: The New World of Customer Experience | November 1, 2011 Thank you! Michael Hinshaw Managing Director MCorp Consulting 1-866-526-2655, Ext. 705 mhinshaw@mcorpconsulting.com MCorp Consulting 1-866-526-2655 www.mcorpconsulting.com © 2011, MCorp Consulting. All Rights Reserved Page 33

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