BRAND IS EXPERIENCE    Nick Leigh, Curtin University 21.09.11Curtin University is a trademark of Curtin University of Tech...
(the intro bit)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Technol...
A (little) bit about me 17 years in visual comms and digital Survived Web 1.0, surviving higher ed (so far...) Stop me ...
A bit about you Who’s in the room? Who’s ever had a bad customer experience? Who ever shared that on TripAdvisor, Urban...
A bit about this session1. Setting the scene: a competitive world2. Brand perception and digital (connect)3. Losing and wi...
Outcomes (with any luck) Compelling reasons to think again about digital Stories to pass on to illustrate good and bad p...
Caveats 88.2% of stats are made up on the spot* We’re all in this together I will be using the word customer...        ...
1. Setting the sceneUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Te...
Past                                  Source: PHDUniConference: Brand is experience 21.09.11Curtin University is a tradema...
UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provi...
Today                                 Source: PHD                                                                         ...
“More than 25% of search results on   Google for the world’s 20 largest   brands are links to user-generated   content.   ...
“More than 25% of search results on   Google for the world’s 20 largest   brands are links to user-generated   content.   ...
Students: eExpectations 2010 76% of university age kids are on Facebook, 59% use Youtube 33% have searched for your univ...
So what? The web has changed the behaviour, expectations,  power and influence of our customers Our stakeholder groups h...
“Most university websites dont show youinformation you want to know, they justshow you the information that they want     ...
What does success look like in 2012? Continuing to do as we always have isn’t the  smartest strategy in the room: build i...
2. Brand perception                                             (connect)UniConference: Brand is experience 21.09.11Curtin...
Brand perceptions Some think a brand is defined by its ads, products,  logo, design and other obvious features For custo...
Digital changed the game The web brings the power of experience to the fore:  it’s the ultimate customer-empowering envir...
“Even the best marketing campaign will take second   place to a person’s ability to form their own perception   through th...
What really shapes a brand? The buildup of a person’s experience with a company  resulting from multiple interactions eit...
Trust protects reputationTrust – protecting your reputation                  When a company is distrusted                 ...
Case in point: Facebook How has the brand perception of Facebook changed? In the beginning: simple to use, focus on serv...
Let’s ask the customers shall we?                                                                      Get Satisfaction   ...
Let’s see that again shall we?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin Univer...
Let’s see that again shall we?                97%UniConference: Brand is experience 21.09.11Curtin University is a tradema...
(interlude: flavour of                                            the month)UniConference: Brand is experience 21.09.11Cur...
UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provi...
Crunching the numbers 3.5 billion pieces of content shared Facebook / week Youtube: 2 billion views per day 700 million...
In case you missed it Brand perception is won and lost over time A bad online experience has revenue ramifications So m...
3.1 Losing (disengage...)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University ...
How to lose brand advocates People already like/love your brand and have  consistently bad experiences over time People ...
Remember: experiences are real People expect any online task to be pain free They aren’t concerned with your corporate s...
UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provi...
In 2011 you are what your site/social/app is Inconsistency in tone, navigation, quality, functionality,  usability all be...
Universities hall of shame?                                 Customers want                          Universities are prone...
3.2 Winning (engage)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Te...
How to win brand advocates People already like/love your brand and have  consistently good experiences over time People ...
That’s why I’m easy Your site’s ease-of-use reflects directly on your  brand and shapes your customers’ impression of  wh...
Have some personality online! Like it or not, brands have a personality online Your ‘brand voice’ and conduct is critica...
Online, everyone has power People are influenced heavily by others People will seek out genuine reviews and opinions:  t...
3.3 Curtin case studies                               and strategiesUniConference: Brand is experience 21.09.11Curtin Univ...
Studentbox Purpose: to help students through high school into uni Objectives: 30% market penetration, help 2% prefs incr...
Studentbox Content: value, time, flexibility, tools, topics Engagement: forums, chat, applications Launch: Student Edge...
Results – Studentbox Members: 13,566 (note up from 4,677 in Feb) Time on site: 2mins 55sec Usefulness: 95.9% found it e...
Case
study
<event>                     Harnessing
social
media
for
communica5on
in
the
credit
industry                    ...
Curtin Open Day Purpose: increase noise, ‘buzz’ and interaction around event Objectives: pre event: date, during event: ...
Curtin Open Day Content: tailored core messages, reminders, comment Engagement: Twitter & Facebook, casual tone Launch:...
Results – Open Day 98 tweets (approx 4/hr): 50 replies Surge in Twitter followers on the day - 300+ 22 Facebook posts: ...
DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 003...
DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 003...
DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 003...
DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 003...
4. Your take outsUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Techn...
“It’s the students, dummy.”* Do you understand the consumer power of digital? Do you understand the impact on your brand...
There’s an     app for that.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin Universi...
Are your key touch points pain free? Courses                                                              Campus map(s)...
Organisational challenges ahead Encouraging cultural change from organisation to user  centric – acceptance of new skills...
Bringing it all home Connect. Via all your touch points – branded,  resourced, prioritised and strategised consistently....
The end gameUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Technology...
The end game       UserBrandCustomer      ExperienceUniConference: Brand is experience 21.09.11Curtin University is a trad...
“ youAreexperienced?           ”
Brand is experience“ for your time.Thanks    Nick Leigh  ”    Curtin University    @nixstuffUniConference: Brand is experi...
Brand is experience
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  • Transcript of "Brand is experience"

    1. 1. BRAND IS EXPERIENCE Nick Leigh, Curtin University 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    2. 2. (the intro bit)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    3. 3. A (little) bit about me 17 years in visual comms and digital Survived Web 1.0, surviving higher ed (so far...) Stop me for a chat, um, later!UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    4. 4. A bit about you Who’s in the room? Who’s ever had a bad customer experience? Who ever shared that on TripAdvisor, Urbanspoon etc?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    5. 5. A bit about this session1. Setting the scene: a competitive world2. Brand perception and digital (connect)3. Losing and winning (engage)4. Free take outs! (retain!)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    6. 6. Outcomes (with any luck) Compelling reasons to think again about digital Stories to pass on to illustrate good and bad practices Tasks to review to gain a competitive advantageUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    7. 7. Caveats 88.2% of stats are made up on the spot* We’re all in this together I will be using the word customer... * thanks Vic ReevesUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    8. 8. 1. Setting the sceneUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    9. 9. Past  Source: PHDUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    10. 10. UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    11. 11. Today Source: PHD (thanks Peter Harris)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    12. 12. “More than 25% of search results on Google for the world’s 20 largest brands are links to user-generated content. ” (SES Magazine, from Social Media Today, 09.04.10)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    13. 13. “More than 25% of search results on Google for the world’s 20 largest brands are links to user-generated content. ” (SES Magazine, from Social Media Today, 09.04.10)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    14. 14. Students: eExpectations 2010 76% of university age kids are on Facebook, 59% use Youtube 33% have searched for your university on Facebook 74% of kids expect your university to be on Facebook 80% are looking for official and unofficial information 67% say it’s OK for admissions to connect with them 76% say it’s OK to create your own private social network Overall: students engaged by a university on a social channel are more likely to convert (thanks noellevitz.com)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    15. 15. So what? The web has changed the behaviour, expectations, power and influence of our customers Our stakeholder groups have become informed, impatient, mobile, social and critical We’re communicating more than ever on digital. Have we updated the business accordingly?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    16. 16. “Most university websites dont show youinformation you want to know, they justshow you the information that they want ”you to know. Thats quite stupid really. Pupil at Didcot Sixth Form, Oxfordshire, England. Times Higher Education – Deciphering the code 19.08.10UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    17. 17. What does success look like in 2012? Continuing to do as we always have isn’t the smartest strategy in the room: build it does not mean they’ll necessarily come Changes to higher ed will impact everyone on campus. We’ll need to do something exceptional Let’s start by addressing how our cohort experience our brand.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    18. 18. 2. Brand perception (connect)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    19. 19. Brand perceptions Some think a brand is defined by its ads, products, logo, design and other obvious features For customers branding happens with the buildup of experiences and interactions with the product or service. This leads to their brand perception How a customer interacts with your website, mobile app or other device can greatly influence their perception of you – even change it.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    20. 20. Digital changed the game The web brings the power of experience to the fore: it’s the ultimate customer-empowering environment People construct their own experience through the building blocks you are providing on your website, social channels, apps, email, portals, CRM etc Providing a consistently good experience through these multiple touch points is the key to creating a successful and trusted brand.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    21. 21. “Even the best marketing campaign will take second place to a person’s ability to form their own perception through the multiple avenues available to interact with your company. The right user experiences can build trust, loyalty, evangelism and a strong positioning in the market for your brand...the wrong ones can drive a user ” elsewhere – for good. Kara McCain Nielsen Norman Group 09.03.11UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    22. 22. What really shapes a brand? The buildup of a person’s experience with a company resulting from multiple interactions either directly or indirectly over the course of time. Person’s Brand interaction with a x Number of interactions + Course of time = perception businessUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    23. 23. Trust protects reputationTrust – protecting your reputation When a company is distrusted When a company is trusted 57% will believe negative information after hearing it 1­2 times 51% will believe  positive information  will believe positive  after hearing it 1­2 times 15% information after  25% hearing it 1­2 times will believe negative information  after hearing it 1­2 times(Edelmann Trust Barometer 2011) Informed publics ages 25 to 64 22UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    24. 24. Case in point: Facebook How has the brand perception of Facebook changed? In the beginning: simple to use, focus on service, great experience. Now complex, exploitative and confusing with a focus on service to outsiders: marketers It was the people’s darling, but privacy concerns and continual changes without user consent has seriously eroded perception of the brand – it’s distrusted People now seeking an alternative...enter Google+UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    25. 25. Let’s ask the customers shall we? Get Satisfaction What makes people follow a brand? 29.06.11UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    26. 26. Let’s see that again shall we?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    27. 27. Let’s see that again shall we? 97%UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    28. 28. (interlude: flavour of the month)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    29. 29. UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    30. 30. Crunching the numbers 3.5 billion pieces of content shared Facebook / week Youtube: 2 billion views per day 700 million on Facebook, 200 million on Twitter 96% of 18-35 year olds are on a social network 30 million tweets per day 78% of consumers trust peer recommendations... ...and only 14% trust advertising (thanks en.guage.media)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    31. 31. In case you missed it Brand perception is won and lost over time A bad online experience has revenue ramifications So many touch points, so much work to do...UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    32. 32. 3.1 Losing (disengage...)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    33. 33. How to lose brand advocates People already like/love your brand and have consistently bad experiences over time People already like/love your brand and have one really bad experience People didn’t know what to expect but had a bad first experience and/or consistently bad experiences over timeUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    34. 34. Remember: experiences are real People expect any online task to be pain free They aren’t concerned with your corporate structure They compare online experiences to real ones They remember how every other site performs compared to yours They either blame themselves for failing to complete tasks...or your company for poor design.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    35. 35. UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    36. 36. In 2011 you are what your site/social/app is Inconsistency in tone, navigation, quality, functionality, usability all becomes evident on complex sites Large businesses ‘show their corporate panty lines’ through their organisationally driven navigation and fractured/inconsistent digital communications Show people that their quest for information is important to you and that you’re helpful Quit confusing people! (thanks again Kara)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    37. 37. Universities hall of shame? Customers want Universities are prone to Brevity Waffle! Simplicity Excessive complexity Ease of use Confusion, dilution Task driven System and process centric Intuitive navigation Organisational hierarchy Powerful search Irrelevant/confusing results Usable, useful design Stock images, multiple brands Relevance, context Dated and/or excessive content Empathy, humanity Company speakUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    38. 38. 3.2 Winning (engage)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    39. 39. How to win brand advocates People already like/love your brand and have consistently good experiences over time People already like/love your brand and bad experiences are kept minor over time People didn’t know what to expect but have a great first experience and /or consistently good experiences over timeUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    40. 40. That’s why I’m easy Your site’s ease-of-use reflects directly on your brand and shapes your customers’ impression of whether or not you care enough to build a site they can successfully use A competitor is only a click away for an unhappy customer.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    41. 41. Have some personality online! Like it or not, brands have a personality online Your ‘brand voice’ and conduct is critical Visual design and imagery: is it relevant, appealing? Functionality and features: are they usable, helpful? Are you interacting, engaging or just broadcasting? How does your online personality differentiate you from your competitors?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    42. 42. Online, everyone has power People are influenced heavily by others People will seek out genuine reviews and opinions: they have the power to find information and data Head off potentially bad PR offline in private Help people by using transparent evidence, show and encourage feedback, and give them a clear way to contact you Direct engagement builds authenticity and trustUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    43. 43. 3.3 Curtin case studies and strategiesUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    44. 44. Studentbox Purpose: to help students through high school into uni Objectives: 30% market penetration, help 2% prefs increase Requirements: safe, engaging, community, timely, integrated Roles and responsibilities: agency, marketing, digital media Audience: Year 11 and 12s (WA only) Scope: hosted, targeted, complementary to website Risks, assumptions: no interest, cost, hosting, competitionUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    45. 45. Studentbox Content: value, time, flexibility, tools, topics Engagement: forums, chat, applications Launch: Student Edge, expos, Facebook, schools Reporting and optimisation: weekly and monthly, qualitative and quantitiveUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    46. 46. Results – Studentbox Members: 13,566 (note up from 4,677 in Feb) Time on site: 2mins 55sec Usefulness: 95.9% found it easy to use and content useful Awareness: 91.2% said it raised awareness of Curtin Preference: 48.4% more likely to make Curtin first pref (+32.7%) Recommendation: 90.3% would recommend to a friend Awards: 10 awards including AIM marketing program of the yearUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    47. 47. Case
study
<event> Harnessing
social
media
for
communica5on
in
the
credit
industry AICM
(WA)
16
September
2011
    48. 48. Curtin Open Day Purpose: increase noise, ‘buzz’ and interaction around event Objectives: pre event: date, during event: customer support Requirements: easy, accessible, useful, manageable Roles and responsibilities: DMU, PR, FSC & other acronyms Audience: Yr 11 & 12 plus influencers - smartphone users Scope: outbound activity program, inbound comments Risks, assumptions: users are mobile, find the channelsUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    49. 49. Curtin Open Day Content: tailored core messages, reminders, comment Engagement: Twitter & Facebook, casual tone Launch: included in all media, website, advertising Reporting and optimisation: pre event, post eventUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    50. 50. Results – Open Day 98 tweets (approx 4/hr): 50 replies Surge in Twitter followers on the day - 300+ 22 Facebook posts: 10-40 likes, 3-10 comments per Surge in Facebook ‘likes’ - 300+UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    51. 51. DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    52. 52. DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    53. 53. DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    54. 54. DMU team building 2011 12.10.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    55. 55. 4. Your take outsUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    56. 56. “It’s the students, dummy.”* Do you understand the consumer power of digital? Do you understand the impact on your brand? Do you work for or against your customers? You have the power to influence opinion and behaviour (and sales) through digital tools. Give digital users the best possible experience at every touch point...this is an increasingly critical component of brand building. (*thanks Bill Clinton)UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    57. 57. There’s an app for that.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of Technology (image: Cristiano Betta)CRICOS Provider Code 00301J
    58. 58. Are your key touch points pain free? Courses  Campus map(s) Entry requirements  Research centres Application  Student/staff portal Enrolment  Academic calendar Student support  News and alerts Staff directory  ...and it is all mobile?UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    59. 59. Organisational challenges ahead Encouraging cultural change from organisation to user centric – acceptance of new skillsets and customer service standards to drive conversion efficiency, save the business money and increase sales Stop the tail from wagging the dog – admin, processes and systems exist to support your customers’ needs and are responsible for the +/– experience they have Think again about what priority is given to digital...UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    60. 60. Bringing it all home Connect. Via all your touch points – branded, resourced, prioritised and strategised consistently. Engage. What’s your brand voice? How are you making tasks easier? Do you deliver on and offline? Retain. Get your services right and give your students (and staff) reason to be advocates.UniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    61. 61. The end gameUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    62. 62. The end game UserBrandCustomer ExperienceUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
    63. 63. “ youAreexperienced? ”
    64. 64. Brand is experience“ for your time.Thanks Nick Leigh ” Curtin University @nixstuffUniConference: Brand is experience 21.09.11Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

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