Enterprise Customer Experience by Mitch Lieberman, DRI


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Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world. This presentation is an Introduction to a white paper by Mitch Lieberman: Enterprise Customer Experience.

If you would like to receive a copy of the white paper, please send an email to info@dri-global.com

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Enterprise Customer Experience by Mitch Lieberman, DRI

  1. 1. CUSTOMEREnterprise Customer ExperienceThe people, processes and technology required to listen, guide and engage your customers in the digital world…
  2. 2. This is Customer Experiencea superset of sensations, emotions andperceptions felt by your customers 2
  3. 3. Sharing of Experienceshappens across the physical world 3
  4. 4. and Sharing of Experienceshappens within the digital world 4
  5. 5. Engagement at all Ageshelp customers to participate with you, feel apart of your company and culture 5
  6. 6. Consider the Landscapesee the world as your customers do, considertheir view and their perspective 6
  7. 7. Experience is not a Processan experience is visceral, a highly individualresponse to stimulus (or lack of) 7
  8. 8. Mirror Imagea customer’s experience with your products orservices is a reflection of your culture 8
  9. 9. Enterprise Customer Experience:The people, internal processes andtechnology required to listen, guideand engage your customers in thedigital world 9  
  10. 10. Rivers of Datavolume and velocity of data is both a blessingand curse, the value is information and insight 10
  11. 11. Listening and Hearing Filtering  image  filtering and prioritizing are the starting pointtable stakes, acting and engaging are next 11  
  12. 12. Context Transforms Datadata without context, such as time, location,emotion or customer details lacks value 12  
  13. 13. The Objective is Insightthrough the fog of data, it is that critical pieceof information can make all the difference 13
  14. 14. Too Much Dataact on what is heard and measured, or do notwaste time listening and reporting 14
  15. 15. Time is Precious Insert  Watch  Picture  time needs to be respected, though it feelsinfinite, it is a finite commodity 15
  16. 16. Do I have your Attention?seven seconds, 140 characters, above thefold, that is your perspective, what about thecustomer, the individual, the person 16
  17. 17. Are You Listening, Or Waiting To Talk? 17
  18. 18. Digital Interactionseach is an opportunity to learn and act 18
  19. 19. Just out of Reachthat emotional connection with yourcustomers, it takes real effort to achieve 19
  20. 20. Systems of Engagementnot sure they exist, that does not mean stoptrying to engage your customers 20
  21. 21. Expectationsare constantly changing, different with eachcustomer 21
  22. 22. Communicationskeep the lines of communication open, make iteasy for your customers to participate 22  
  23. 23. Where do you Standcontext bridges the gap between trust andreputation, between you and your customers 23  
  24. 24. Service Excellencea harmonious dance among people, processand technology 24
  25. 25. Perspectivecustomer experience is not what you design, itis what the customer perceives it to be 25
  26. 26. Collaboration is Required“customer experience is a team sport” Kerry Bodine, Forrester 26  
  27. 27. Brand Participationsome do…and some do not – respect them all 27
  28. 28. A Thought about SFAsales force automation has a place, isnecessary, but it is an inward facing discipline 28
  29. 29. at the End of the Dayconsider your customer’s needs, their jobs-to-be done and their values, that is a start 29
  30. 30. Charting the CourseTo Enterprise Customer Experiences 30  
  31. 31. Social Media Initiatives Mature •  Beyond Departments •  Beyond ‘Likes’ and ‘Follows’ •  Beyond ‘shooting from the hip’ •  Beyond Uncoordinated efforts Towards Digital Programs 31  
  32. 32. Digital Communication Programs •  With Coordination Across Depts. •  With Defined Success Metrics •  With Emergent Analytics •  With Modest Governance Teeing up Social CRM 32  
  33. 33. Social CRM:The Starting Point for EnterpriseCustomer Experience 33  
  34. 34. The Value of Social CRM •  Coordinated Customer Facing Programs •  Technical and Business Integration •  Advanced Analytics Leading to Insights •  Personal Interactions and Engagement Is Social CRM Part of CRM? 34  
  35. 35. YES!! 35  
  36. 36. The Evolution of CRM •  Social CRM is Absorbed by CRM •  Front to Back Office Coordination •  Repeatable Process, Governance •  Community, Content, Collaboration •  Universal Access to Information You are now Ready 36  
  37. 37. A Completed Enterprise CustomerExperience Vision includes: •  Customer Insights, •  Directed, Personalized Interactions •  Predictive Analytics •  Conversational Communications •  A Collaborative Organization •  Social Business Maturity •  Thriving Communities •  Consistent Content, all Channels 37  
  38. 38. Jump inare you ready to take the plunge? 38  
  39. 39. give me a shout Twitter: @mjayliebs Phone: (+1) 802 857 5197 Email: mitch.lieberman@dri-global.com 39
  40. 40. or, read the white paper If you’d like to receive a copy of the white paper, please just send an email to: mitch.lieberman@dri-global.com 40
  41. 41. photo creditMitch  Lieberman,    except:    hDp://rsanityrvtravels.blogspot.com/2011_10_01_archive.html  hDp://www.beat102103.com/beat-­‐breakfast-­‐blog/2011/11/15/  baDle-­‐of-­‐the-­‐sexes-­‐who-­‐can-­‐keep-­‐a-­‐secret-­‐for-­‐longer/whispering-­‐women/  hDp://www.mamamia.com.au/parenOng/wombtube-­‐overshare-­‐much/  hDp://www.gadarian.com/blogging-­‐for-­‐interacOon/         41