Your SlideShare is downloading. ×
0
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Directors Forum: Multichannel Customer Experience
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Directors Forum: Multichannel Customer Experience

1,648

Published on

Paul Blunden, CEO Foviance, presented at the Multichannel Directors Forum ( 29th June 2011). Here is his presentation, for anymore information please contact us on info@foviance.com

Paul Blunden, CEO Foviance, presented at the Multichannel Directors Forum ( 29th June 2011). Here is his presentation, for anymore information please contact us on info@foviance.com

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

  • Be the first to like this

No Downloads
Views
Total Views
1,648
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
44
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Multichannel Customer Experience:<br /> From consumers to client<br />June 2011<br />
  • 2. Paul BlundenCEO<br />
  • 3.
  • 4.
  • 5. <ul><li> Over 500 respondents
  • 6. 77% turnover >£10m
  • 7. 68% UK companies</li></li></ul><li>Multichannel customer experience - definition<br />“The aggregated experience a customer has of a brand gained from all interactions across managed and unmanaged touch-points, for the duration of that relationship.” <br />(Foviance, 2010) <br />
  • 8. 90% important or very important<br />
  • 9. Only 22% have well developed strategy<br />
  • 10. Differentiated<br />Relevant to<br />Stage experiences<br />Customisation<br />Deliver services<br />Customisation<br />Competitive Position<br />Needs of customers<br />Commodisation<br />Make Goods<br />Commodisation<br />Extract Commodities<br />Irrelevant to<br />Undifferentiated<br />Market<br />Premium<br />Pricing<br />Pine & Gilmore (1999) <br />
  • 11. 81% Quite of very difficult<br />
  • 12.
  • 13. 2%<br />23%<br />28%<br />47%<br />
  • 14. Leadership & Culture<br />Credit: Casey Serin<br />Credit: acloudman<br />Credit: modomatic<br />
  • 15.
  • 16. ‘0% commission, 100% impartial advice' <br />“engagement scores have reached 88% <br />- up 20% since the launch of the new scheme” <br />“our reward strategy had to be aligned with the vision of the company”<br />the vision “to put customers at the forefront of everything we do”<br />
  • 17. Systems & Processes<br />1. Can people find the Help Centre?<br />2. Can people find the right content in the Help Centre?<br />3. Does the content solve their problem?<br />Online self-service<br />
  • 18. Alignment with Brand<br />
  • 19.
  • 20. Insight driven decisions<br />
  • 21.
  • 22. Integrated Touch Points<br />1 million in 1 year<br />
  • 23. © Foviance 2011<br />Pizza Express multichannel payment<br />4.<br />Click the button, download the App (they have free Wi-Fi)<br />2.<br />Scan the QR code on your table<br />3.<br />Scan takes you to a landing page promoting their iPhone App<br />1.<br />Visit Pizza Express and order something with anchovies<br />8.<br />Receive an email (and a big thank you from your waitress)<br />6.<br />Enter your code<br />7.<br />Pay via PayPal (or Credit Card)<br />5.<br />When you get your bill it has a code at the bottom<br />
  • 24. 5 tips for improving your multichannel customer experience<br />
  • 25. 1. Size isn’t important<br />10ft<br />2ft<br />1ft<br />
  • 26. 2. Know your audience<br />
  • 27. 3. Don’t ignore social media<br />European Facebook penetration = 58.4%<br />Source: Internet world stats, May 2011<br />
  • 28. 4. Map & Measure<br />Awareness Consideration Purchase<br />
  • 29. 5. Connect Offline to Online<br />CREDIT: Foviance<br />
  • 30. Thank you<br />Paul Blunden<br />08450 546550<br />Paul.blunden@foviance.com<br />foviance.com<br />@pblunden<br />@Foviance<br />

×