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Creuna: UX – It's Not All About The User
 

Creuna: UX – It's Not All About The User

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Presented May 10, 2011

Presented May 10, 2011

Video Presentation (1/2 Swedish, 1/2 English): Link to come shortly

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    Creuna: UX – It's Not All About The User Creuna: UX – It's Not All About The User Presentation Transcript

    • slide to unlock
    • EngagementPlan UX IT’S NOT ALL ABOUT THE USER Brought to you by Liljedal & Ivmark
    • H i! I’mEngagement@anders lilje dalPlan
    • Hi!Engagement I’m AliPlan
    • UXEngagementIT’S NOT ALLPlanABOUT THEUSER
    • BUILDING FLUIDCUSTOMEREngagementEXPERIENCES THEYCAN EMBRACE,PlanINFLUENCE ANDRECOMMEND © Creuna 2011 6
    • AND DEVELOPINGEngagementPROGRESSIVE ANDRESPONSIVEPlanBUSINESS PLANS © Creuna 2011 7
    • EngagementPlan
    • EngagementWHAT ISPlanCX?
    • CXEngagementIT’S MORE THAN SIMPLYA CUSTOMER’S SINGLEPlan EXPERIENCEBRANDOVER TIME....
    • CXEngagementIT’S MORE THAN THESUM OF ALL THEIRPlanEXPERIENCES COMBINEDACROSS A SINGLE BRAND...
    • CXEngagementIT IS IN FACT THE BASISFOR BUILDING YOURPlan IN A MOREBUSINESSRELEVANT, RESPONSIVEAND COMPETITIVE WAY
    • EngagementPlan
    • EVOLVING THECUSTOMEREngagementEXPERIENCE ISPlanFUNDAMENTALTO BUSINESSDEVELOPMENT
    • ENGAGEMENT PLAN Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 15
    • ENGAGEMENT PLAN Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 16
    • Engagement ADOPTIONPlan © Creuna 2011 17
    • M ak e easy a it compe nd llingADOPTION to a d o pt!DEVELOP IN AEngagementMANNER THAT ISPlanRELEVANT ANDACCESSIBLE © Creuna 2011 18
    • M ak e easy t it spread o theADVOCACY word!INTEGRATE KEYEngagementMARKETINGPlanOPPORTUNITIESINTO THE PRODUCT © Creuna 2011 19
    • Give them somet hing to ravLOYALTY about e !BUILD IN CUSTOMEREngagementINCENTIVES, DEALSPlanAND REWARDS © Creuna 2011 20
    • Praise them y o u w lik e want pouldAWARENESS r in retu aise rn!USE YOUR EXISTINGEngagementCUSTOMERS TOPlan NEW ONESRECRUIT © Creuna 2011 21
    • BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 22
    • LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 23
    • TRACK, MONITOREngagementAND MEASUREPlan THE WAY...ALONG © Creuna 2011 24
    • TO INCREASEEngagementCUSTOMER ANDPlanBUSINESS VALUE © Creuna 2011 25
    • Engagement INIT’S ALL GOODPlanTHEORY!
    • AMAZON Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 27
    • AMAZON / ADOPTIONEngagementPlan
    • AMAZON / ADVOCACYEngagementPlan
    • AMAZON / LOYALTYEngagementPlan
    • AMAZON / AWARENESSEngagementPlan
    • NETFLIX vs BLOCKBUSTEREngagementPlan
    • NETFLIX Engagement Get people talking Be everywhere Has everything PlanAWARENESS ADOPTION ADVOCACY LOYALTY Recommendations Experience Be nice... © Creuna 2011 33
    • DROPBOX vs YOUR CONSCIENCEEngagementPlan
    • DROPBOX Engagement Don’t pay for it Magic Recruit PlanAWARENESS ADOPTION ADVOCACY LOYALTY Sharing Listen © Creuna 2011 35
    • BANK SIMPLE vs CORP BANKINGEngagementPlan
    • BANK SIMPLE Engagement Spread No bank-terms PlanAWARENESS ADOPTION ADVOCACY LOYALTY Real people, Mobile first Look good quick answers © Creuna 2011 37
    • SUMMARY Engagement PlanAWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 38
    • EngagementINVOLVING YOUR CUSTOMERIS ALWAYS SMART, DESIGNINGPlanYOUR SERVICES FOR THEM –VITAL
    • KEY TAKE-AWAYSEngagementENGAGE YOUR CUSTOMERSPlanCHALLENGE THE NORMBE PREPARED TO LEARNAS YOU GROW
    • Thanks!anders.liljedal@creuna.se ali.ivmark@creuna.se