Your SlideShare is downloading. ×
0
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                                  © Cre...
ENGAGEMENT PLAN  Engagement  PlanAWARENESS   ADOPTION   ADVOCACY              LOYALTY                                  © C...
Engagement   ADOPTIONPlan              © Creuna 2011   17
M ak e               easy a it             compe nd                      llingADOPTION      to a d o                      ...
M ak e                easy t it              spread o                      theADVOCACY        word!INTEGRATE KEYEngagement...
Give                 them              somet                    hing               to ravLOYALTY        about e           ...
Praise                them               y o u w lik e              want pouldAWARENESS             r              in retu...
BAKE IT IN! SYNCHRONIZE YOUR  ACTIVITIES WITH YOUR SERVICES Engagement PlanAWARENESS   ADOPTION   ADVOCACY              LO...
LISTEN TO YOUR CUSTOMERS,  THEY’RE YOUR GREATEST ASSET Engagement PlanAWARENESS   ADOPTION   ADVOCACY              LOYALTY...
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 ...
AMAZON / ADOPTIONEngagementPlan
AMAZON / ADVOCACYEngagementPlan
AMAZON / LOYALTYEngagementPlan
AMAZON / AWARENESSEngagementPlan
NETFLIX vs BLOCKBUSTEREngagementPlan
NETFLIX Engagement   Get people    talking                       Be everywhere     Has everything PlanAWARENESS          A...
DROPBOX vs YOUR CONSCIENCEEngagementPlan
DROPBOX  Engagement Don’t pay for it      Magic                                   Recruit  PlanAWARENESS           ADOPTIO...
BANK SIMPLE vs CORP BANKINGEngagementPlan
BANK SIMPLE Engagement     Spread         No bank-terms PlanAWARENESS   ADOPTION          ADVOCACY                    LOYA...
SUMMARY Engagement PlanAWARENESS   ADOPTION   ADVOCACY              LOYALTY                                  © Creuna 2011...
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
Upcoming SlideShare
Loading in...5
×

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

820

Published on

Presented May 10, 2011

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

Published in: Business, Technology
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
820
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
5
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

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

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

    Clipping is a handy way to collect important slides you want to go back to later.

×