Serving the Connected Customer

8,121 views
7,672 views

Published on

It's time to reimagine how we provide services a customer on a variety of screens. Get Social, Embrace Disruption - blog commentary available at http://paulbromford.wordpress.com/

Published in: Business, Technology
3 Comments
19 Likes
Statistics
Notes
No Downloads
Views
Total views
8,121
On SlideShare
0
From Embeds
0
Number of Embeds
2,546
Actions
Shares
0
Downloads
53
Comments
3
Likes
19
Embeds 0
No embeds

No notes for slide

Serving the Connected Customer

  1. SERVING THE CONNECTED CUSTOMER PAUL TAYLOR INNOVATION COACH BROMFORD
  2. A TYPICAL PERSON CHECKS THEIR MOBILE 150 TIMES PER DAY. BUT RARELY USES IT TO TALK TO PEOPLE
  3. @PAULBROMFORD GET SOCIAL EMBRACE DISRUPTION
  4. KEEP REPEATING THIS: ALIGN YOUR STRATEGY AND BUSINESS GOALS IT MAY NEED REVIEWING HAVE A FLEXIBLE VISION KEEP REVISITING IT SECURE BUY-IN FROM EXECUTIVES AND MIDDLE MANAGERS HAVE A CLEAR PROJECT ROADMAP BUT BE PREPARED TO GO OFF-ROAD GIVE PEOPLE GUIDELINES NOT POLICY AGREE RESOURCES AND THE TOOLS FOR THE JOB FAILURE IS OK KILL THINGS QUICKLY
  5. 27% OF GLOBAL EXECS SAY DIGITAL TRANSFORMATION IS “A MATTER OF SURVIVAL”
  6. WE NEED TO (STOP) TALK(ING) ABOUT #SOCIALMEDIA
  7. OUR FUTURE CUSTOMERS ARE PERMANENTLY CONNECTED THE I-POTTY – FROM SWIPE TO WIPE
  8. THE MULTIPLICITY OF SCREENS: 25% OF YOUNG ADULTS ARE CONNECTING FROM 4+ DEVICES EACH WEEK
  9. SHE LOVES SNAPCHAT, VINE, INSTAGRAM, HAIR SALON AND WHATSAPP SHE’S NOT ON TWITTER OR FACEBOOK
  10. SHE LOVES WORLD OF WARCRAFT , PINTEREST , RUNS A BLOG ON DEMENTIA AND HAS 5,000 TWITTER FOLLOWERS
  11. THE NEW WORLD: PROJECTS THAT ARE SAFE TO FAIL AND QUICK TO KILL
  12. @PAULBROMFORD NOT SO #FUTURETECH
  13. THIS IS ME IN #INDONESIA IN 2O13 #WEARABLETECH #QUANTIFIEDSELF
  14. CUSTOMERS WILL ADAPT TO AN ONLINE RELATIONSHIP VERY EASILY – WHATEVER THEY SAY
  15. DO OUR PEOPLE HAVE THE TOOLS TO DO THE JOB?
  16. THE VIRTUAL OR EVEN ROBOTIC RELATIONSHIP IS NOT A FANTASY
  17. WE CAN START USING SOCIABLE ROBOTS TO REDUCE THE NEED FOR HUMANS
  18. OR CONTINUE GIVING CUSTOMERS “HUMAN BY DEFAULT” IF WE CAN AFFORD TO
  19. @PAULBROMFORD CONNECTED CUSTOMER SERVICE
  20. ALIGN BUSINESS GOALS FLEXIBLE VISION SECURE BUY-IN PROJECT ROADMAP GUIDELINES NOT POLICY TOOLS FOR THE JOB FAILURE IS OK – KILL THINGS QUICKLY
  21. #WONGA – THE BEST MONEY LENDING SERVICE IN THE UK (SAY 90% OF THEIR CUSTOMERS)
  22. AMAZON #INNOVATION COMPARING YOUR CUSTOMER ONLINE EXPERIENCE TO THE BEST
  23. MAKE EVERY DUMB TOUCHPOINT SMART
  24. 90% OF ALL INTERNET TRAFFIC IN 2017 WILL BE VIDEO #DEATHOFTHECALLCENTRE?
  25. DIGITAL GIVES US AN OPPORTUNITY TO MAKE DIFFICULT LIVES EASIER AND BRING THE DISCONNECTED TOGETHER
  26. IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL DOOMSDAY CLOCK START SERVING THE CONNECTED CUSTOMER THANKS PLEASE CONNECT ON LINKEDIN GOOGLE+ TWITTER PAUL TAYLOR INNOVATION COACH BROMFORD

×