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Ponencia de Lior Arussy en el V Congreso DEC

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Ponencia de Lior Arussy en el V Congreso DEC

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Ponencia de Lior Arussy en el V Congreso DEC

  1. 1. Confidential and Proprietary STRATIVITY.COM 1
  2. 2. Confidential and Proprietary STRATIVITY.COM 2 Evolving Customer Relevance – The Fusion of Digital and Human Experience
  3. 3. Confidential and Proprietary STRATIVITY.COM 3 The Privilege to Serve
  4. 4. Confidential and Proprietary STRATIVITY.COM 4 Lets Talk About Time Life is all about evolution…
  5. 5. Confidential and Proprietary STRATIVITY.COM 5 The Evolution of Time Existence Experience HighEffortsEffortless Time = Quantity Task Dominated Time = Quality Purpose Driven
  6. 6. Confidential and Proprietary STRATIVITY.COM 6 A Consumer Rebellion in Progress Formal authority Rebellion New authority Record Companies My song only I am the music DJ Hotel companies I will choose location and hosts I am the new travel authority Taxi companies I can be the driver I am my own dispatch Banks, venture capital I have friends I am my own fund provider Corporations I manage my own talent I am the idea creator TV networks My time, my choice, my binge I am the entertainment director
  7. 7. Confidential and Proprietary STRATIVITY.COM 7 The Evolution of Differentiation1900-19901990-20002000-TodayNext PURPOSE PERCEPTION PROCESS PRODUCT How do we differentiate? What are we solving for? What is our role? How do we manage the relationship? What is our centricity? Why? How? When? What? Life Partner Delighter Service Provider Preferred Vendor
  8. 8. Confidential and Proprietary STRATIVITY.COM 8 • What is the NEW value we deliver? • What is the role of digital in delivering the value? • What is the NEW role of human in delivering the value? • How are we preparing both customers and employees to the new value definition and delivery? Redefining Value - The Core Questions
  9. 9. Confidential and Proprietary STRATIVITY.COM 9 Customer Preferences are Shifting to Digital Discovery Purchase Finance Delivery Service Issue Resolution Relationship TOUCHPOINTS Initial Contact Meet & Greet Introduction & Familiarization Needs Assessment Test Drive Negotiation Customer Transfer Usage Assessment Review & Offer F&I Products Prepare & Sign Documents Schedule Delivery Intro to Service Prepare Car Deliver Car Review Features Express Gratitude Schedule Appointment Drop-off Provide Loaner Waiting Status Update Pick-up Service Follow-up Discover & Understand Issue Remediate & Empathize Resolution Follow-up Discuss Remediation Create a Community Celebrate Milestones Making the Next Sale Feedback & Follow-up Leaving the Brand Present Car STAGES
  10. 10. Confidential and Proprietary STRATIVITY.COM 10 The Fusion of the Automotive Experience Digital Experience Ultimate Convenience Information Exploration 24/7 Accessible Human Experience Ultimate Personalization / Human Touch Personal Passionate Relationship Exception Management Celebration Meet Me Where I am
  11. 11. Confidential and Proprietary STRATIVITY.COM 11 Reading The Employees Role T H E C U S T O M E R Engage Explain EmpowerEmpathize Explore P A R I T Y L I N E – D I G I T A L E X P E R I E N C E Engage – Relate and connect to understand Explain – Contextualize and be purposeful Empower – Provide solutions and satisfy needs Empathize – Demonstrate care and humanize Explore – Identify opportunities and innovate
  12. 12. Confidential and Proprietary STRATIVITY.COM 12 THE POWER I DO HAVE Reskilling Employees – From Service To Stories Questions Knowledge Language Brand Pride Empathy Personalized Creative Solutions
  13. 13. Confidential and Proprietary STRATIVITY.COM 13 Managing The Value Journey LEARN PURCHASE USE SERVICE PAY ADVOCATE REPEATWhat value do you add at every step of the journey? Sales Experience Value Creation Usage Experience Value Utilization Retention Experience Value Visualization 7 6 5 4 3 2 1 1 & 2 3 & 4 5, 6, & 7
  14. 14. Confidential and Proprietary STRATIVITY.COM 14 Experiences Create Our Life Stories PEOPLE CREATE STORIES
  15. 15. Confidential and Proprietary STRATIVITY.COM 15 Recently Launched Available at “Lior Arussy has written an incredibly important book for today’s changing times. It isn’t about change that is going to happen, it is about the change that is happening now, in this moment, and how you can be open and adaptive in the most positive way possible. Read this book – your future depends on it! Marshall Goldsmith is the New York Times #1 bestselling author of Triggers and What Got You Here Won’t Get You There.
  16. 16. Confidential and Proprietary STRATIVITY.COM 16 Back to Basics - Choice Management CUSTOMER CHOICE BEST CHOICE EMPLOYEE CHOICE Exceptional RESULTS Exceptional EXPERIENCE Exceptional PERFORMANCE
  17. 17. Confidential and Proprietary STRATIVITY.COM 17 Lior Arussy @liorstrativity www.strativity.com Thank you! The Time is Now!

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