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Customer Worthy 2012 Customer Experience Forecast
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Customer Worthy 2012 Customer Experience Forecast

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Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. …

Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm

Published in: Business, Technology

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  • 1. CUSTOMER WORTHY in 2012?1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting
  • 2. Context Rules (verb)
  • 3. appnoun Computers, Informal .an application, typically a small, specialized programdownloaded onto mobile devices: the best GPS apps for youriPhone.Definition of: app(APPlication) The term has been used as shorthand for"application" in the IT community for decades. However, itbecame newly popular for mobile applications insmartphones and tablets, especially due to the advent ofApples iTunes App Store in 2008. It is just as correct to say"iPhone application" as it is "desktop computer app;"although app is shorter, and computer people love toabbreviate. See application, APP file and App Store.
  • 4. We all compete with FREE
  • 5. Don’t get stuck here…where do your customers want apps?
  • 6. We Interrupt this presentation for context – context big nd essential
  • 7. Let’s surf - shared experiences big
  • 8. Geeky Customer Tools
  • 9. Back to customer experience……
  • 10. Back to apps – Did I mention apps are FREE
  • 11. 2012 – FREE is the new black
  • 12. How much does B of A need to recoup in fees to offset this image?Probably wasn’t in the business case…
  • 13. Under Performing Asset: Local
  • 14. Store 1065 sales down
  • 15. Branch 207NY 70% transaction reduction
  • 16. Highest rent neighborhood – non residentialAll your data is wrong – locally – for the time being – since 2008?
  • 17. Network of Things – Subway Time
  • 18. Subway clock off by hour makes “news” off by hour –Network of things effect Or wormhole in space and stepping onto train caused time to travel forward 1 hr
  • 19. You are a screen to your customerScreen is a view and access point to network of things
  • 20. Internet of Things
  • 21. If your car captures a TB of data about you, who should it tell? Good big brother, bad big brother…
  • 22. How many browsers/screens have there been so far in presentation?
  • 23. Did you include the one in your hand?
  • 24. How many times have you looked at and interacted with your screen during this presentation? Yes, someone is watching… and counting, and…
  • 25. Privacy for sale and rent- click here
  • 26. Test your browser for unique identifierswithout the risk: The Electronic FrontierFoundation, a privacy advocacy group, has setup an interesting online experimentat Panopticlick.eff.org. Panopticlick gatherslittle de--tails about your browser andcomputer, mostly using Javascript. In my case,the information it gathered about my browserwas enough to uniquely identify my surfingsoftware out of more than 650,000 visitors. http://www.pcworld.com/article/192648/brow ser_fingerprints_a_big_privacy_threat.html
  • 27. Disney AnimationImagine, if you will, what its like to be ananimator. Films are projected at 24 frames persecond. For a 90-minute film, thats over129,000 individual frames. Characters are drawnseparately and then put together, and placedover painted backgrounds. The work requirestalented artists, but they cannot deviate fromthe structured manner of drawing thecharacters. http://www.timburtoncollective.com/bio.html
  • 28. Every screen/interaction is spying on youAre you a good big brother – bad big brother
  • 29. Less and less things are happening by accident … at least not twiceGood big brother: choreograph experience for best outcome
  • 30. Continuous testing – failing fast – identifying genius is competitive advantage
  • 31. Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do
  • 32. The Customer Experience Algorithm predicts what customers will/will not do next at every contact
  • 33. Passion: Contact Creativity & Choreography Creativity + Multi-Channel Execution
  • 34. Identify and Recognize Geniuses
  • 35. identify, promote and connect geniuses across your customerexperience – internal & external
  • 36. Be customer worthy at each contact
  • 37. CUSTOMER WORTHY in 2012?1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting
  • 38. Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation