Aligning customer expectations to business outcomes

2,580 views

Published on

Aligning customer expectations to business outcomes

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

No Downloads
Views
Total views
2,580
On SlideShare
0
From Embeds
0
Number of Embeds
45
Actions
Shares
0
Downloads
220
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide
  • Aligning customer expectations to business outcomes

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

    ×