Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

CX: There's no app for that

179 views

Published on

Presented by Duncan Shaw, Managing Director for MojoTech at the Digital Brand Masterclassing seminar in Toronto.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

CX: There's no app for that

  1. 1. cx @MojoTech ACME +10% $ 3700’VERTICAL Duncan Shaw Managing Director
  2. 2. CX Ummmm... now what? CX=every customer interaction 1000ACRES 118TRAILS 60’BASE 3700’VERTICAL @MojoTech
  3. 3. Customers get smarter, expect more. 2008 2009 2011 2014 2016 ACME +10% @MojoTech
  4. 4. #1 GENERATION RETENTION $ Customer value & tech savvy can be inverse. @MojoTech
  5. 5. Rich profiles, Real trade #2 ENABLE THE POWER SHIFT Curated Destinations Close to your favorite restaurant Great Views Welcome Mr. Jones Start a new search Here are some places we think you will like Open and sunny 220 310 There is a place near your favorite restaurant which would be the place we recommend. Two other places are nearby that have great views and are bright. Traveling to Austin this month? Your Past Trips Hello Mr. Jones... I am here to assist you if you have any questions. @MojoTech
  6. 6. Loyalty is the result, not the goal #3 ADD VALUE, BECAUSE YOU CAN TRANSACTION FLOW RETENTION, REVENUE @MojoTech
  7. 7. Tech can multiply real customer interactions #4 HOS·PI·TAL·I·TY /häsp ´tal dē/ 1. the generous and friendly treatment of visitors and guests PERSONAL DETAILS CONTACT TREE EVENTS FEEDBACK PREFERENCES KNOWLEDGE TASKS PROVIDERS VENDORS RECORDS PATIENT JOURNEY AWARENESS PREPARATION IN-VISIT GREETING COMMUNICATION INCIDENTSRESOLUTION FAREWELL RECAP/ REWARD INVITE/ SUGGESTPOST-VISITPRE-VISIT @MojoTech
  8. 8. 18-7920% OFF Platinum 85,000 Points CX UX UX CX UX CX CX UX + + + LTV needs RCX Free Compete on service Welcome Know me, Help me Give to get and keep @MojoTech
  9. 9. THX @MojoTech ACME +10% $ 3700’VERTICAL Duncan Shaw Managing Director Providence | NYC | Boulder | DC

×