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Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
Mark Tamis - Social business and customer journey management
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Mark Tamis - Social business and customer journey management

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Mark Tamis speaking at the Social Business Forum 2014

Mark Tamis speaking at the Social Business Forum 2014

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  • So we assemble all the data, and reconstruct the chain of events
    Causes precede effects – necessary but not sufficient to understand causes
    What of these things influence the purchase? Do people with loyalty cards buy more, or do people who buy a lot take out loyalty cards

  • You might focus on loyalty card – look at all the people who took out a loyalty card, and those that didn’t
    Or this might be offering someone a discount – does that make a difference?
    Most modelers spend 90% of their time on data wrangling
    Turn this very granular data and semi-structured data into something more tractable



  • http://hbr.org/2008/07/putting-the-service-profit-chain-to-work/ar/1

  • Transcript

    • 1. linkedin.com/in/marktamis @marktamis Mark Tamis TouchFlows Managing Partner Social Business and Customer Journey Management
    • 2. Stimulus
    • 3. Touchpoint
    • 4. Experience
    • 5. Moments of Truth
    • 6. Communications Revolution
    • 7. Connected Anywhere, Anytime
    • 8. An Interconnected World
    • 9. Source :E&Y Consumers on board, June 2014
    • 10. Digital Influence
    • 11. Experience Lifecycle
    • 12. Customer Journey Mapping
    • 13. Service-Design logic is driven by an innate purpose of doing something for and with another party, and is thus customer-centric and customer responsive
    • 14. Reduce Frictions in the Customer Flow
    • 15. Making Customer Journeys Successful
    • 16. Touchpoints
    • 17. Nudge Improvement
    • 18. Moving Beyond Contact and Transactional Data
    • 19. Rich Profiles Through Big Data and Social Media Interaction
    • 20. Monitor, Capture, Sollicit Feedback, Analyze
    • 21. Website Session Website Session Website Session CallCenter Question LoyaltyCard PromoEmail LoyaltyCard SignUp MajorProduct PurchaseinStore Store all the detail, in time order Capture Events
    • 22. filter customerjourneys time
    • 23. customerjourneysalign relative timetime before after
    • 24. Use Context and Behaviour Patterns to Anticipate Expectations
    • 25. Optimize for Business Outcomes Get The Big Picture!
    • 26. Touchpoint & Mapping Experience Analysis are your Journey GPS
    • 27. What Impact on the Organisation?
    • 28. Why Does Digital Transformation Seem Mainly Internally Focused? Source PwC: The Cloud you don’t know
    • 29. Journey Mapping helps you Focus
    • 30. Breaking Down Silos
    • 31. Goals Objectives KPI Metrics Target
    • 32. How It Fits Together In Social Business Source : HBR Putting the Service-Profit Chain to Work
    • 33. Business & Customer Intelligence Value Proposition Capabilities Customer and Business Outcomes Business Vision and Strategy Portfolio Service Feedback & analysis Capabilities and Collaboration
    • 34. Linking Customer Journeys and Social Business
    • 35. linkedin.com/in/marktamis @marktamis TouchFlows 64 rue Anatole France 92300 Levallois Perret France Mark Tamis Managing Partner

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