Aligning customer expectations to business outcomes

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Aligning customer expectations to business outcomes

Aligning customer expectations to business outcomes

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  • 1. Aligning customer expectations to business outcomes Dirk Shaw , Customer Experience Design and Strategy
  • 2. Customers are demanding a more personalized experience ?
  • 3. They want you to: recognize who they are, engage with them and anticipate their needs.
  • 4. *78% of them in the U.S. connect via broadband. *pew internet research
  • 5. They create 1.4 blogs every second of every day
  • 6. The total time they spent watching YouTube videos since it started last year is 9,305 years !
  • 7. They are adopting new technology at record speeds
  • 8. Oh… By the way they are also increasingly multi channel and device..
  • 9. So what does this mean to Your company?
  • 10. It means you have to connect with your customers in new ways…
  • 11. And create a continuous experience across touch points Mobile RSS Email Web Kiosk Call Center Search engine IPTV Print Digital Signage In store TV
  • 12. Throughout the entire Customer Lifecycle
  • 13. But at the same time meeting your own business objectives.
  • 14. New customer acquisition
  • 15. Better serving existing customers
  • 16. Growing and retaining existing customers
  • 17. Experience Design and Planning can help meet these new demands .
  • 18. Continue the dialog @ dirkshaw.blogspot.com