Mark Tamis - Social business and customer journey management

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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

  • Mark Tamis - Social business and customer journey management

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

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