Go WithThe Customer Flow

Go With The Customer Flow Mark.Tamis@touchflows.comMark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20

A Communications Revolution

Social Media – Anytime, Anywhere, Anybody

The Balance Has Shifted

Exposing customers to messages no longer works

You No Longer Control Your Brand

Conversation Prism

Snowball Souvenir

Luckily You Exist !

Real Engagement ?

Social Media Ivory Tower

Shiny Object Syndrome

if all you have is a hammer, everything looks like a nail

Only 1 % of customer interactions go thru Social Media

The Emperors New Clothes

Perception Gap

Nobody cares about your products, people care about their problems.Customers do not want a relationship with your business,they want the benefits a relationship can offer to them’‘.- David Meerman Scott An SMS is read within 3 minutes of sending 63% of 18-22 yo consumers prefer telephone to online customer service

Now Lets Put The Pieces Back Together

The result of a business is a satisfied customer – Peter Drucker

Jobs To Be Done and Desired Outcomes You Dont Want a Drill, You Want a Hole in the Wall

The End of the Sales Funnel

The End of the Funnel Is Not The End

McKinsey Consumer Decision Journey

Right Person, Right Touchpoint, Right Interaction

Cross-Touchpoint Experience Management

Customer segmentation and service differentation

Customer Journey Mapping

Touchpoints and Experiences Map

Needs, Opportunities and Outcomes Andy Green

Value Network Mapping

Capabilities and Collaboration Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition

Enabling Systems

“CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment.It’s the company’s responseto the customer’sownership of the conversation.”- Paul Greenberg

Listening holisticallyComplete with Call center, Social Media, Sentiment analysis,Market Research, In-store, Events, Analytics (behavioural)Observation, Transactional and historic, 3rd-party & C2C data...

The Experience Continuum

Actionable Insights

Reduce Frictions In The Customer Flow

Everyone Impacts The Customer Flow

Breaking Down Silos

The Collaborative Enterprise

Best BuyAfter 3 months: 2,200 employees / 13,000 questions / 29,000 followers 100 - 125 questions per day

You Are Not Alone

From Campaign To Continuity From Fear of Change To Value Co-creation

Customer and Business Value Co-creation Desired Outcomes for Customer and Business

Go With The Customer Flow

http://business901.com	170
http://www.conseilsmarketing.com	135
http://berardolivier-time2change2.blogspot.com	126
http://berardolivier-time2change2.blogspot.fr	70
http://www.customerthink.com	14
http://www.twylah.com	10
http://www.onlydoo.com	7
http://us-w1.rockmelt.com	4
http://translate.googleusercontent.com	3
http://leanmarketinghouse.com	3
http://berardolivier-time2change2.blogspot.co.uk	1
http://processequipmentmarketing.com	1
https://si0.twimg.com	1

Go WithThe Customer Flow

by Mark Tamis

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