Emerging Media's Impact on the Customer Experience

Loading...

Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

12 comments

Comments 1 - 10 of 12 previous next Post a comment

Comments 1 - 10 of 12 previous next

Post a comment
Embed Video
Edit your comment Cancel

207 Favorites & 3 Groups

Emerging Media's Impact on the Customer Experience - Presentation Transcript

  1. Emerging Media's Impact on the Customer Experience
  2. “What a splendid head, yet no brain.” ~Aesop
  3. Consumers used to be people who consumed stuff. But consumers are people. People who crave good experiences.
  4. People are now empowered. Technology enables. Humanity rules.
  5. “2.0” is really about people.
  6. (Most) people don’t like unpleasant experiences.
  7. Successful digital experiences don’t happen by accident. They are designed.
  8. The “D” word. Debunking the design myth. Design isn’t just about making something pretty. Design is about creative problem solving. Everything is designed. Marketers need design. Marketers need good design. Good design doesn’t always need marketing.
  9. Everyday experiences are designed. Design is all around us.
  10. Building blocks of a successful digital experience.
  11. Examples
  12. Dell homepage moves from company centric…
  13. …To customer centric
  14. …And learns from “Dell Hell”
  15. …And learns from “Dell Hell”
  16. …And learns from “Dell Hell” Hi David. Enjoyed reading the dialogue here about keeping up with the real world versus the omnipresent school demands. Thought your talk at Loyola sounded like a good one. As you point out Jeff Jarvis and Dell are certainly integral case studies to be learned from....in the same way that we at Dell learned. Not sure there is any specific roadmap. Certainly we learn everyday from our conversations at Direct2dell; around the blogosphere; at StudioDell; in SecondLife;Michael Dell's meeting with bloggers at the Consumer Electronics show and at Dell's IdeaStorm...and all of that is leading to exciting new chapters for us as we engage direct with customers using various digital media. Should you ever want more detailed information about our journey beyond Dell hell, please let us know. Posted by: RichardatDELL
  17. And learns from “Dell Hell”
  18. Experience-O-Meter summary
  19. USA Today re-design gets social
  20. But still gets most basics right…
  21. But still gets most basics right…
  22. …Though not all features may be useful
  23. Experience-O-Meter summary
  24. Why YouTube is YouTube (hint, it’s not just the videos)
  25. Why YouTube is YouTube (hint, it’s not just the videos) 2 Community features 1 3 Open source sharing/embedding Videos that play without choosing media plavers 4 Playlists, related items and more
  26. Why YouTube is YouTube (hint, it’s not just the videos)
  27. Hey Bud, YouTube doesn’t ask me to register…
  28. Not all blogs are created equal
  29. Not all blogs are created equal
  30. Not all blogs are created equal
  31. Pause for reflection… A. Does any of this sound like marketing? B. Isn’t Marketing about selling stuff? C. Aren’t we supposed to create messages? A. Yes. This is all part of marketing. B. No. Marketing is about relationships. C. No. We’re supposed to reinforce affinity.
  32. Pause for reflection… Message Experience Conversation Relationships Affinity *Marketers need to become conversation architects
  33. Conversation Architecture in action: Twitter
  34. Multiple touch points create a “conversation ecosystem” 2 Web widgets 3 Mobile 4 Web version 1 Desktop widgets/applications 7 6 Start page / feeds Virtual words 5 Mash Ups
  35. Gratuitous analogy: Is Twitter the crocs of the web? Love them or hate them Love it or hate it Recommend them to friends Recommend it to friends Makes a statement Makes a statement Encourages community Encourages community Supported by enthusiasts Supported by enthusiasts Might like after trying Might like after trying Neither is a mediocre brand
  36. Experience-O-Meter summary OR Twitter could to become a break-through form of digital communications or implode horribly
  37. So?
  38. Marketing needs T-shaped teams
  39. …And thinking Embrace your inner-designer. …And your inner-geek. Become a “conversation architect”. Don’t just market messages. Create good experiences. Social experiences. Design conversations. …And relationships
  40. We live a life in beta ~Bruce Nussbaum, BusinessWeek

+ David ArmanoDavid Armano, 3 years ago

custom

24752 views, 207 favs, 28 embeds more stats

More info about this document

© All Rights Reserved

Go to text version

  • Total Views 24752
    • 24452 on SlideShare
    • 300 from embeds
  • Comments 12
  • Favorites 207
  • Downloads 1
Most viewed embeds
  • 184 views on http://darmano.typepad.com
  • 20 views on http://www.enzosantagata.com
  • 11 views on http://blog.intelliworks.com
  • 11 views on http://natigarcias.blogspot.com
  • 10 views on http://www.sanjeevsingh.com

more

All embeds
  • 184 views on http://darmano.typepad.com
  • 20 views on http://www.enzosantagata.com
  • 11 views on http://blog.intelliworks.com
  • 11 views on http://natigarcias.blogspot.com
  • 10 views on http://www.sanjeevsingh.com
  • 9 views on http://www.empregolandia.com
  • 8 views on http://www.chechulasheras.com
  • 8 views on http://www.branislavperic.com
  • 6 views on http://deciphermentinecotecture.blogspot.com
  • 5 views on http://onereaderatatime.blogspot.com
  • 4 views on http://www.slideshare.net
  • 4 views on http://www.amazingminds.nl
  • 2 views on http://www.boston.com
  • 2 views on http://orione.wordpress.com
  • 2 views on http://www.filescon.com
  • 2 views on http://tammeblog.blogspot.com
  • 1 views on http://www.nitmesh.com
  • 1 views on http://74.125.93.132
  • 1 views on http://www.filestube.com
  • 1 views on http://www.clearspring.com
  • 1 views on http://sanjeevsingh.com
  • 1 views on http://209.85.135.104
  • 1 views on http://ireland-jobs.blogspot.com
  • 1 views on http://feeds.feedburner.com
  • 1 views on http://64.233.183.104
  • 1 views on http://nitmesh.typepad.com
  • 1 views on http://thoughts-illustrated.blogspot.com
  • 1 views on http://telechiara.net

less

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate. If needed, use the feedback form to let us know more details.

Cancel
File a copyright complaint
Having problems? Go to our helpdesk?

Categories