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We need to move on !! Build seamless experiences that recognize the user and an organisation that supports this goal
 

We need to move on !! Build seamless experiences that recognize the user and an organisation that supports this goal

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We need to build seamless experiences that recognize the user and an organisation that supports this goal. Focus on what we can do first and than move on. Do not aim to high and remember to do ...

We need to build seamless experiences that recognize the user and an organisation that supports this goal. Focus on what we can do first and than move on. Do not aim to high and remember to do something with the organisation as well.

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    We need to move on !! Build seamless experiences that recognize the user and an organisation that supports this goal We need to move on !! Build seamless experiences that recognize the user and an organisation that supports this goal Presentation Transcript

    • We need to move on !! Build seamless experiences that recognize the user and an organisation that supports this goal Eirik Norman Hansen CMO
    • Build seamless experiences that recognize the user and an organisation that supports this goal 1. Build seamless experiences
 2. Data => knowledge, and knowledge is still power
 3. Allow the customer and user experience to drive 
 development of your organisation
    • “Everything that can be digital, 
 will be digital” © Creuna
    • Change Digital teknik Digital T Culture Kultur Infrastructure Inf Law Politik stones Rolling Tid Time © Creuna
    • Mobile Phone The Internet Car Current Partner 97% 84% 64% 43% 14 - 29 year old population © Creuna
    • ”It’s not sufficient to do things better. We need to do better things” ! Mark Shayler © Creuna
    • © Creuna
    • Manual © Creuna
    • © Creuna
    • Build seamless experiences
    • ”Customer Experience is the greatest untapped source of both decreased costs and increased revenue in most industries” ! Harley Manning & Kerry Bodine, Forrester Research © Creuna
    • Customer Experience Pays off 10 companies with lowest score on the Customer Experience Index 10 companies with higest score on the Customer Experience Index vs.
    • Users own multiple devices
    • And are more and more accessible Customers are increasingly always-addressable 57% 51% 37% EU7 Ages 12-23 Ages 24-32 Ages 33-46 Source: European Technographics® Consumer Technology Online Survey, Q4 2012 28% 24% Ages 47-56 Ages 57-67 19% Age 68+
    • The Customer Journey is more than just the transaction point Before Transaction After Under
    • The Customer Journey is more than just the transaction point Before The total user experience Transaction After Under
    • © Creuna
    • ”It is about understanding and respecting the power and expectations the user 
 got towards you, your company 
 and what you deliver. © Creuna
    • Knowledge about where and when
    • © Creuna
    • © Creuna
    • © Creuna
    • Tracking © Creuna
    • © Creuna
    • © Creuna
    • © Creuna
    • BUY © Creuna WEIGH MONITOR SHARE DISCUSS WORKOUT
    • © Creuna
    • © Creuna
    • Shopping © Creuna
    • © Creuna
    • © Creuna
    • © Creuna
    • © Creuna
    • © Creuna
    • Evolution not revolution
    • Data => knowledge, and knowledge is still power

    • Price does not matter that much
    • Do the right things Move communication from advertising to advise
 Gather, analyze and act Act based on knowledge
 Enable proactive user experience
    • Allow the customer and user experience to drive development of your organisation
    • Most company cultures seem designed to disappoint customers 
 Inconsistent and fuzzy images of taget customers
 Incomplete understanding of the brand attributes that 
 should drive customer experience
 Now reward for improving customer experience
 Poor executive role models
    • Create a culture driven by 
 customer experience Hiring •Hire people with aligned values
 Socialize •Integrate customer oriented focus in day-to-day activities
 Reward •Reward employees to reinforce customer-centric behaviors
    • Build seamless experiences that recognize the user and an organisation that supports this goal 1. Build seamless experiences
 2. Data => knowledge, and knowledge is still power
 3. Allow the customer and user experience to drive 
 development of your organisation
    • “It is more likely to succeed if you are good than if you are not good” ! Arne Hjeltnes og Arne Brimi © Creuna
    • © Creuna
    • Be on! © Creuna
    • TUT OG KJØR! Eirik Norman Hansen CMO - Creuna Norge @eiriknorman linkedin.com/in/eirik eiriknorman www.creuna.no :P