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

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Presented May 10, 2011 …

Presented May 10, 2011

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