0
#monetatesummit
ElaineRubin, President &ChiefProphet,
DigitalProphets Network
Customer
Experience Optimization
Targetandpe...
Elaine Rubin
President, Digital Prophets Network (DPN)

• Board member, Moosejaw.com, Monetate, Hilco Retail Advisor
• Fou...
search
advertising
social networks
retail
mobile
affiliate
email
magazines / print
TV
PR / buzz
social / WOM
promotions
di...
Industry Catch Up
• Convergence: devices, access to information
• Omni channel convergence: customer experience
through br...
Insert'Sara’s'customer'touchpoints'slide
The Challenge
• Disconnected Customer Experiences
• Our businesses do not match the needs of the customer
• Change - Re en...
The latest trend (circa 1995)
• Know your customer – understand them
–Revamp/ introduction of Voice of Customer programs
–...
Winning @ Customer Experience
• Relevant: It reflects the customer’s circumstances and affinities.
• Valuable: It delivers...
The Outlook
• True customer centricity – customer insights & behavior
– Impacting company structure, performance, decision...
Customer Experience Optimization (Elaine Rubin)
Customer Experience Optimization (Elaine Rubin)
Upcoming SlideShare
Loading in...5
×

Customer Experience Optimization (Elaine Rubin)

157

Published on

Target and personalize to make every customer experience a relevant one.

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

  • Be the first to like this

No Downloads
Views
Total Views
157
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Customer Experience Optimization (Elaine Rubin)"

  1. 1. #monetatesummit ElaineRubin, President &ChiefProphet, DigitalProphets Network Customer Experience Optimization Targetandpersonalizetomake everycustomerexperiencea relevantone
  2. 2. Elaine Rubin President, Digital Prophets Network (DPN)
 • Board member, Moosejaw.com, Monetate, Hilco Retail Advisor • Founder, Shop.org & current Think Tank participant • Formerly Amazon Services, 1800flowers.com, iVillage
  3. 3. search advertising social networks retail mobile affiliate email magazines / print TV PR / buzz social / WOM promotions display mobile directories ecommerce Call center tablet mobile TV stores phone marketplaces amazon google facebook blogs product editorial photography video blogs youtube pinterest twitter facebook instagram flickr mobile advertising apps sms phone tablet content ecommerce blogs websites tablet marketplace microsites
  4. 4. Industry Catch Up • Convergence: devices, access to information • Omni channel convergence: customer experience through brands, stores, web, mobile, TV • Data collection, limited analysis, no action • Retailers & brands are playing catch up with technology & consumer rapidly changing behavior
  5. 5. Insert'Sara’s'customer'touchpoints'slide
  6. 6. The Challenge • Disconnected Customer Experiences • Our businesses do not match the needs of the customer • Change - Re engineer how we organize & serve
  7. 7. The latest trend (circa 1995) • Know your customer – understand them –Revamp/ introduction of Voice of Customer programs –Customer journey mapping –Analysis
 
 • Talk their language, be relevant –Message, offer –Timing –Location, Channel
  8. 8. Winning @ Customer Experience • Relevant: It reflects the customer’s circumstances and affinities. • Valuable: It delivers what the customer wants or needs. • Authentic: It makes the customer better off (while avoiding trickery). • Timely: It’s delivered at the right time, not necessarily in real time.
  9. 9. The Outlook • True customer centricity – customer insights & behavior – Impacting company structure, performance, decisions
 • Chief Customer Officer • Customer Experience Management
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×