Go WithThe Customer Flow

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Presentation at the Selfservice Company UG on March 15, 2012

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Go WithThe Customer Flow

  1. Go With The Customer Flow Mark.Tamis@touchflows.comMark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20
  2. A Communications Revolution
  3. Social Media – Anytime, Anywhere, Anybody
  4. The Balance Has Shifted
  5. Exposing customers to messages no longer works
  6. You No Longer Control Your Brand
  7. Conversation Prism
  8. Snowball Souvenir
  9. Luckily You Exist !
  10. Real Engagement ?
  11. Social Media Ivory Tower
  12. Shiny Object Syndrome
  13. if all you have is a hammer, everything looks like a nail
  14. Only 1 % of customer interactions go thru Social Media
  15. The Emperors New Clothes
  16. Perception Gap
  17. 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
  18. Now Lets Put The Pieces Back Together
  19. The result of a business is a satisfied customer – Peter Drucker
  20. Jobs To Be Done and Desired Outcomes You Dont Want a Drill, You Want a Hole in the Wall
  21. The End of the Sales Funnel
  22. The End of the Funnel Is Not The End
  23. McKinsey Consumer Decision Journey
  24. Right Person, Right Touchpoint, Right Interaction
  25. Cross-Touchpoint Experience Management
  26. Customer segmentation and service differentation
  27. Customer Journey Mapping
  28. Touchpoints and Experiences Map
  29. Needs, Opportunities and Outcomes Andy Green
  30. Value Network Mapping
  31. Capabilities and Collaboration Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition
  32. Enabling Systems
  33. “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
  34. Listening holisticallyComplete with Call center, Social Media, Sentiment analysis,Market Research, In-store, Events, Analytics (behavioural)Observation, Transactional and historic, 3rd-party & C2C data...
  35. The Experience Continuum
  36. Actionable Insights
  37. Reduce Frictions In The Customer Flow
  38. Everyone Impacts The Customer Flow
  39. Breaking Down Silos
  40. The Collaborative Enterprise
  41. Best BuyAfter 3 months: 2,200 employees / 13,000 questions / 29,000 followers 100 - 125 questions per day
  42. You Are Not Alone
  43. From Campaign To Continuity From Fear of Change To Value Co-creation
  44. Customer and Business Value Co-creation Desired Outcomes for Customer and Business
  45. Go With The Customer Flow

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