The document appears to be a presentation from Jennie Vickers of Zeopard Think at the ALGIM Conference in November 2013. The presentation covers several topics related to customer experience, technology trends, and how different business functions like IT, HR, and legal/compliance can shift their focus to better serve internal customers and act as strategic advisors. Specific points discussed include the challenges of service delivery teams, the importance of thought leadership, focusing on customer experience and the experience economy, and helping internal customers with vision and strategic advice rather than just administration.

1. November 2013
ALGIM Conference
!
Jennie Vickers
zeopard.com

2. INTELLECTUAL INFLUENCE
- The Art & The Science
Zeopard.com
@jennievickers

3. YOUR INTERNAL CUSTOMERS?
TITLE TEXT
Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg
Jennie Vickers
Zeopard Think
Zeopard.com
Zeopard.com
@jennievickers

4. Welcome to the COMSHARE contracts prevention office...
Zeopard.com
@jennievickers

5. “The real true source of power, in any company today is ideas...
Zeopard.com
@jennievickers

6. ...the rest is housekeeping” - Marsh Fisher, founder of Century 21
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@jennievickers

7. “Curious how often you humans manage to obtain that which you
do not want.” - Spock in the Errand of Mercy
Zeopard.com
@jennievickers

8. THE CHALLENGES OF SERVICE DELIVERY
Cost centre or value creators?
What do we want to be known for?
Zeopard.com
@jennievickers

9. WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM?
•Managers!
•Individuals!
•Aspirational Managers!
•CEO’s!
•CIO’s!
•Suppliers
Your colleagues are your
customers-they are your
internal customers
Zeopard.com
@jennievickers

10. Who are you trying to influence?
Zeopard.com
@jennievickers

11. THE WORLD HAS SHIFTED
Zeopard.com
@jennievickers

12. FUTURE OF COMPUTING
!
!
1. Search was king of the last era!
!
!
!
!
- as of Sept 2012 overall
search volume on web has
started to decrease!
- now using App driven
mechanics to find your
content as these provide
context around requests
ensuring more accurate
responses!
Forrester Research Blog
Zeopard.com
@jennievickers

13. FUTURE OF COMPUTING
!
!
!
2. Experience will begin to
replace Apps!
- customers simply want
a great experience!
- design more important!
!
3. Data is the new currency
Data=currency!
APIs=new banks!
API Management = financial advisor!
!
Forrester Research Blog
Zeopard.com
@jennievickers

14. THIS IS WHAT CEO’S ARE THINKING ABOUT
Zeopard.com
@jennievickers

15. WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING?
Better Public Services Advisory
Group Report November 2011
“Capitalising on new technology and
ways of engaging such as social media
will reduce costs and help meet citizens’
and businesses’ expectations for their
dealings with government”
Zeopard.com
@jennievickers

16. HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL
MEDIA?
If you are not using these social
tools how can you advise or
manage their use?
“Starting with a social media control
policy is a recipe for disaster. Thought
Leadership means finding the how and
not the why not”
Zeopard.com
@jennievickers

17. THIS IS WHAT CIO’S ARE THINKING ABOUT
!
!
Pressure on CIOs!
Chris Murphy of Information Week says:!
!
“Make IT measurably more relevant
to your customers”
!
“We're living through a historic shift that
makes technology more important -- in fact,
indispensable -- to building close customer
ties. IT leaders can seize the moment by
ruthlessly focusing 2013's goals on the
customer who buys their products.”
!
!
!
Zeopard.com
@jennievickers

18. FOCUS ON THOUGHT LEADERSHIP
•
•
Thought leaders are individuals or
organisations that are recognised by
peers, customers and industry
experts as someone who deeply
understand the business they are in,
the needs of their customers, and the
broader marketplace in which they
operate !
•
Zeopard.com
The term was first coined in 1994, by
Joel Kurtzman, editor-in-chief of the
magazine, Strategy+Business !
Thought leaders have a distinctively
original idea, a unique point of view
or an insight
@jennievickers

19. “Thought leadership centres on
earning trust and credibility.
Thought leaders get noticed by
offering something different—
information, insights, and ideas,
for instance.
! Thought leadership positions you
and your company as an industry
authority and resource and trusted
advisor by establishing your
reputation as a generous
contributor to your industry.”
Zeopard.com
@jennievickers

20. FOCUS ON WISDOM
Mark Strom’s book coming in Feb 2014
Zeopard.com
@jennievickers

21. Zeopard.com
@jennievickers

22. TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think
Zeopard.com
Zeopard.com
@jennievickers

23. TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think
Zeopard.com
Zeopard.com
@jennievickers

24. TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think
Zeopard.com
Zeopard.com
@jennievickers

25. 10 HOT STRATEGIC TECH TRENDS 2014
1. Mobile Device
Diversity and
Management!
!
2. Mobile Apps and
Applications!
!
3. The Internet of
Everything!
!
4. Hybrid Cloud & IT as
Service Broker!
!
5. Cloud/Client
Architecture!
!
Zeopard.com
@jennievickers

26. 10 HOT STRATEGIC TECH TRENDS 2014
6. The Era of
Personal Cloud!
!
7. Software Defined
Anything!
!
8. Web-Scale IT!
!
9. Smart Machines!
!
10. 3D Printing
Zeopard.com
@jennievickers

27. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
1.! By 2016, half of the world’s big data will be
stored in the cloud. – Oracle !
!
2.! There are 1 billion smartphone users in the
world, and 80% of them use social. - Oracle!
!
3.! Customers today and in the newer generations
want things that are simple and have been
engineered to work together. – Mark Hurd,
President, Oracle!
!
4.! Centricity has switched from your company
timeframe to the buyer’s timeframe, and we
need to be prepared to jump– Paul Teshima,
GVP Product Management, Oracle Eloqua!
Zeopard.com
@jennievickers

28. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
5.! 49% of executives believe that customers will
switch brands due to a poor customer experience,
but in reality, 89% of customers have already
switched. –Brian Curran, Vice President,
Customer Experience Strategy and Design,
Oracle!
!
6.! Within the next year, every company should be
measuring the Customer Effort Score, or the
ability to analyze how much effort a customer has
to exert in order to do business with you. – Brian
Curare!
!
7.! Organizations that focus on the customer journey
have on average a 20% improvement on overall
customer satisfaction and see a 10-15% growth in
revenue. -Brian Curran!
Zeopard.com
@jennievickers

29. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
8.! Twenty percent (20%) of revenue lost in
businesses is due to bad customer
experiences. -David Vap, Group Vice
President, Oracle!
!
9.! By 2017, 87% of the US population will have
mobile Internet devices, which is more than
homes that have broadband. –Reggie
Bradford, SVP of Product Development at
Oracle!
!
10.! There always will be someone else fighting for
the attention of the consumer, whether or not
they are your competitors. Be timely, relevant,
brave, and humble. –Lars Silberbauer, Global
Director of Social Media, LEGO!
!
Zeopard.com
@jennievickers

30. MY DAD
Zeopard.com
@jennievickers

31. LAWYERS
Zeopard.com
DOCTORS
@jennievickers

32. Left Brain VS Right Brain
Zeopard.com
@jennievickers

33. CX
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@jennievickers

34. Fishing and talking!
Zeopard.com
@jennievickers

35. Buzan Brain FRIENDLY LEARNING
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@jennievickers

36. Utility Sector: Trees and Lines
Zeopard.com
@jennievickers

37. CCO Director for Rodney and CCO Governance Advisor
Zeopard.com
@jennievickers

38. zeopard
Zeopard.com
@jennievickers

39. Zeopard.com
@jennievickers

40. Legal AND COMPLIANCE, HR AND IT departments…
…We are not the sexy TEAMS
Zeopard.com
@jennievickers

41. “The significant problems we have
cannot be solved at the same level of
thinking with which we created them.”
!
Albert Einstein
Zeopard.com
@jennievickers

42. Cost Centre - Not profit centre - EASIER TO OUTSOURCE
Zeopard.com
@jennievickers

43. Are your colleagues going around you?
Zeopard.com
@jennievickers

44. INTROVERTS VS EXTROVERTS
Zeopard.com
@jennievickers

45. THE GOOD NEWS IS THAT Being an introvert is now COOL
Zeopard.com
@jennievickers

46. QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING
Zeopard.com
@jennievickers

47. LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE:
Zeopard.com
@jennievickers

48. PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS
BECOME MORE LIKE INTROVERTS:
Zeopard.com
@jennievickers

49. Speaking different languages
Zeopard.com
@jennievickers

50. Are you inflicting your language on your customers?
! tickets are for buses and trains and even the movies
Zeopard.com
@jennievickers

51. STAKEHOLDER EXPECTATIONS
!
•
!
Customer Experience in
a Consumer world!
• Frustration with service
!
indifference!
• Home computing speeds and
!
easy use devices!
• Rate payer expectations
Zeopard.com
@jennievickers

52. WHAT IS CAUSING THE ATTENTION ON CX?
What is Customer Experience?
•
What is CX?!
•
What is involved with CX
Zeopard.com
@jennievickers

53. WHAT IS CX?
Zeopard.com
@jennievickers

54. CUSTOMER EXPERIENCE - DEFINITION
“CX is how your customers
perceive their interactions
with your company”
!
!
- Forrester Research Inc.!
!
Zeopard.com
@jennievickers

55. CUSTOMER EXPERIENCE DEFINITION
From the Beyond Philosophy Group adapted for internal customers
“An internal customer experience is an
interaction between a department and an
internal customer as perceived through
that internal customer’s conscious and
subconscious mind. It is a blend of the
department’s rational performance, the
senses stimulated and the emotions
evoked and intuitively measured against
internal customer expectations across all
moments of contact.”
Zeopard.com
@jennievickers

56. WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE?
t
f
e
Pr
no
st
r
Fir
v
r
t
Gover
t
Internal service
Pr
Pr
© Zeopard
2013
Zeopard.com
r
t
r
Fir
t
Fir
@jennievickers

57. WHY YOU SHOULD CARE ABOUT
CUSTOMER EXPERIENCE
•
Commoditisation has stripped
away existing sources of
differentiation - CX is it
Zeopard.com
@jennievickers

58. DIGITAL EXPERIENCE
!
!
!
Latest research goes further and says:
!
One of the last remaining areas of
differentiation is the ability to provide
compelling user experiences through
digital channels.
!
Forrester Research
Zeopard.com
@jennievickers

59. PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS...
Zeopard.com
@jennievickers

60. THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD
“Economists have typically lumped
experiences in with services, but
experiences are a distinct economic
offering, as different from services as
services are from goods. Today we can
identify and describe this fourth economic
offering because consumers
unquestionably desire experiences, and
more and more businesses are
responding by explicitly designing and
promoting them.”!
!
Harvard Business Review July 1998 Welcome to the
emerging experience economy. Joseph Pine and
James Gilmore
Zeopard.com
@jennievickers

61. FALLING SHORT ON DELIVERING THE
EXPERIENCES CUSTOMERS WANT
!
• Slow adoption rate of customer expected
capabilities !
• Significant opportunities for improving
experiences!
• Across research, buying, and post purchase
processes!
• Inflexible technology, siloed organisations and
systems, insufficient investment, and inability to
measure performance hinder success!
!
Solving The Execution Chasm Requires A New Approach to CX!
!
!
!
!
!
Zeopard.com
@jennievickers

62. THE EXPERIENCE ECONOMY
“As services, like goods before them,
increasingly become commoditized—think of
long-distance telephone services sold solely
on price—experiences have emerged as the
next step in what we call the progression of
economic value. From now on, leadingedge companies—whether they sell to
consumers or businesses—will find that the
next competitive battleground lies in staging
experiences.”
!
Harvard Business Review July 1998 Welcome to the
emerging experience economy. Joseph Pine and James
Gilmore!
!
/
Zeopard.com
@jennievickers

63. THE AGE OF THE CUSTOMER
Age of the customer
Empowered buyers
demand a customer focus
-?
0
201
Age of distribution
Global connections
make distribution key.
10
-20
990
1
990
0-1
196
60
-19
Age of information
those who control information
0
190
Age of manufacturing
Mass manufacturing
boosts industrial
powerhouses.
Zeopard.com
Source:
@jennievickers

64. How annoying ARE YOUR HR department & legal/compliance team?
Zeopard.com
@jennievickers

65. Do your IT contracts reflect the work you do and how you do it?
Can you find clauses in contracts fast?
Zeopard.com
@jennievickers

66. Have they spent time understanding what you do and how you do it?
Zeopard.com
@jennievickers

67. HR CHALLENGES
Only 15% of HR’s time is spent on strategic activities,
while 71% is still spent on service delivery, record keeping,
compliance and internal management.
!
-HR Transformation in EMEA, Mercer 2010
Zeopard.com
@jennievickers

68. “It has been a source of frustration for many years that my HR team
has been preoccupied with administration and process and has not
had time and focus to do a role that really adds value. While I
recognise that access to quality data has often hampered them, it has
not made my job easier.”
!
- Carl Rogers, CEO of Asplundh NZ (2012)
Zeopard.com
@jennievickers

69. “In The Lawyer Bubble: A
Profession in Crisis, Steven J.
Harper argues that legal jobs are
disappearing not because of
short-term economic fluctuations
but because of powerful
long-term trends.”!
!
Adam Cohen: Is There Really a
‘Lawyer Bubble’? | TIME.com
Zeopard.com
@jennievickers

70. Be everything your colleagues are not
Zeopard.com
@jennievickers

71. “Business today is conducted in the language of numbers. Every business unit
in a company is expected to make and depend on decisions based on data.”
!
- Mark Hurd ORACLE PRESIDENT
Zeopard.com
@jennievickers

72. YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS
LOOKING FOR VISION
Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0
Zeopard.com
@jennievickers

73. “Software engineers are the most creative people
I know, but are too rarely perceived as such”
- Shona Grundy CEO
Zeopard.com
@jennievickers

74. Making the shift from IT administrator to IT strategic advisor
- it is your choice
Worth remembering that no-one outsources their strategy department!
Zeopard.com
@jennievickers

75. “The bureaucratic mentality is the only constant in
the universe” - Dr McCoy, Star Trek
Zeopard.com
@jennievickers

76. !
"IT departments which are disconnected from their internal
customers are increasingly going to find that software as a service
has appeared in their domain and they belatedly get the difficult
task of integration. Your choice: stay close or get rained on” Doug
Hughes
Zeopard.com
@jennievickers

77. More important
Wisdom
Knowledge
Benefit to Humanity
Information
Data
Zeopard.com
Less important
@jennievickers

78. Data
Raw material processed information.
Volumes of data help identify trends and patterns
Zeopard.com
@jennievickers

79. Information
Patterns and trends and other sources of
information together = knowledge
Zeopard.com
@jennievickers

80. Wisdom
Knowledge
Info ofInformation
which someone
is aware
Data
Zeopard.com
@jennievickers

81. Wisdom
Born from knowledge
plus experience
Zeopard.com
@jennievickers

82. More important
Wisdom
Knowledge
Benefit to Humanity and your
Internal Customers
Information
Data
Zeopard.com
Less important
@jennievickers

83. DISTINGUISHING WHO WE ARE VS HOW WE THINK
vst
Zeopard.com
@jennievickers

84. CONVICTIONS
Zeopard.com
VS
CONVINCING
@jennievickers

85. Influence is not about persuasion
Zeopard.com
@jennievickers

86. “Influence happens when you step up with
Transporter Thinking - Jennie Vickers, inspired by Star Trek
Zeopard.com
@jennievickers

87. 4. CONTENT
7. ENGAGEMENT
2. CONTEXT
5. IMPACT
8. PLATFORM
3. ENQUIRY
6. VALUE
9. CONVERSATION
1. INSIGHT
Insight
Zeopard.com
@jennievickers

88. AUDIENCE
1. INSIGHT
Insight
2. CONTEXT
AUDIENCE
Text
3. ENQUIRY
Zeopard.com
@jennievickers

89. PRODUCT
4. CONTENT
5. IMPACT
PRODUCT
6. VALUE
Zeopard.com
@jennievickers

90. DELIVERY
7. ENGAGEMENT
8. PLATFORM
DELIVERY
9. CONVERSATION
Zeopard.com
@jennievickers

91. AUDIENCE
1. INSIGHT
Insight
2. CONTEXT
AUDIENCE
Text
3. ENQUIRY
Zeopard.com
@jennievickers

92. 1. INSIGHT
Insight
Zeopard.com
@jennievickers

93. 2. CONTEXT
Zeopard.com
@jennievickers

94. 3. ENQUIRY
Zeopard.com
@jennievickers

95. PRODUCT
4. CONTENT
5. IMPACT
PRODUCT
6. VALUE
Zeopard.com
@jennievickers

96. 4. CONTENT
Zeopard.com
@jennievickers

97. 5. IMPACT
Zeopard.com
@jennievickers

98. 6. VALUE
Zeopard.com
@jennievickers

99. DELIVERY
7. ENGAGEMENT
8. PLATFORM
DELIVERY
9. CONVERSATION
Zeopard.com
@jennievickers

100. 7. ENGAGEMENT
Zeopard.com
@jennievickers

101. 8. PLATFORM
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@jennievickers

102. 9. CONVERSATION
Zeopard.com
@jennievickers

103. 4. CONTENT
7. ENGAGEMENT
2. CONTEXT
5. IMPACT
8. PLATFORM
3. ENQUIRY
6. VALUE
9. CONVERSATION
1. INSIGHT
Insight
Zeopard.com
@jennievickers

104. UNPACKING A FEW SKILLS
Zeopard.com
@jennievickers

105. 1. INSIGHT
Insight
How to increase your influence
by seeing into and
“getting” other people
Zeopard.com
Zeopard.com
@jennievickers

106. Myers Briggs
MMPI
NEO
Zeopard.com
@jennievickers

107. Zeopard.com
@jennievickers

108. ARE WE MISSING OPPORTUNITIES WITH
OUR TEAMS?
How we THINK impacts
How we LEARN!
!
How we THINK and LEARN impact
How we COMMUNICATE!
!
How we THINK, LEARN,
and COMMUNICATE impact !
How we SOLVE PROBLEMS!
!
What would be different if we
understood how we think and how
others think and why?
Zeopard.com
@jennievickers

109. LEFT BRAIN
RIGHT BRAIN
!
uses logic!
detail oriented!
facts rule!
words and language!
order/pattern perception!
reality based!
forms strategies!
practical!
Zeopard.com
uses feeling!
"big picture" oriented!
imagination rules!
symbols and images!
spatial perception!
fantasy based!
presents possibilities!
risk taking
@jennievickers

110. CUSTOMER JOURNEY MAPPING
Zeopard.com
@jennievickers

111. Zeopard.com
@jennievickers

112. Zeopard.com
@jennievickers

113. CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ
Zeopard.com
@jennievickers

114. 2. CONTEXT
How to understand the context
of your work for you and your
customer and future proof
your ideas.
Zeopard.com
@jennievickers

115. The exercise of leadership is
contextual. Always.
Zeopard.com
@jennievickers

116. Zeopard.com
@jennievickers

117. “All it takes is a slight shift of perspective to bring things
into focus” - Percy from Nikita, Series 2
Zeopard.com
@jennievickers

118. Slight shift in perspective to bring things into focus
Zeopard.com
@jennievickers

119. HERMANN EBBINGHAUS
Zeopard.com
@jennievickers

120. 101010 = 9:50
Slight shift in perspective to bring things into focus
Zeopard.com
@jennievickers

121. 101010 = 9:50
Slight shift in perspective to bring things into focus
Zeopard.com
@jennievickers

122. 5+5+5 = 550
Slight shift in perspective to bring things into focus
Zeopard.com
@jennievickers

123. 5+5+5 = 550
Slight shift in perspective to bring things into focus
Zeopard.com
@jennievickers

124. Zeopard.com
@jennievickers

125. Zeopard.com
@jennievickers

126. 3. ENQUIRY
How to gather the right
information about the right things
that matter to your customer
Zeopard.com
@jennievickers

127. DIAGNOSIS
!
Does it hurt when I do this?
Zeopard.com
@jennievickers

128. Video link: http://www.youtube.com/watch?v=InR865IDDjU
Zeopard.com
@jennievickers

129. KNOWN SPOKEN PROBLEMS
STEP ONE
Zeopard.com
@jennievickers

130. KNOWN UNSPOKEN PROBLEMS
STEP TWO
Zeopard.com
@jennievickers

131. UNKNOWN UNSPOKEN PROBLEMS
STEP THREE
Zeopard.com
@jennievickers

132. 4. CONTENT
How to expand your
work into three
dimensions that deliver
Zeopard.com
@jennievickers

133. 1
4
4
3
2
Think before you speak
Zeopard.com
@jennievickers

134. Start at the point … and your point is…
Zeopard.com
@jennievickers

135. Palette creates comfort
Zeopard.com
@jennievickers

136. Essence of an idea
Picture
Meta
Frame
Context
An idea has three
elements to it.
Point
Meaning
Essence
Concept
Stuff
Matter
Detail
Content
ZeopardThink
Zeopard.com
The big picture
contextual part, the
concise explanation
of what the idea is
and the examples
and facts that
explain it.
The matrix on this
page gives you
various different
palettes or ways
of saying the same
thing across these
3 components of
an idea.
Developed by the Thought Leaders Community
@jennievickers

137. PINK SHEET
Context
Meta
Strategic
Model
Concept
Meaning
Picture
Frame
Metaphor
It’s like...
Tactical
Point
Essence
Executable
Stuff
Detail
Statement:
Explanation:
Content
Matter
THE PINK SHEET
Bringing the dimensions of
an idea to life
(Story/Case Study/Statistics/Research/Example/Process/Steps)
ZeopardThink
Developed by the Thought Leaders Community
Zeopard.com
@jennievickers

138. Zeopard.com
@jennievickers

139. Essence of an idea
Picture
Meta
Frame
Context
An idea has three
elements to it.
Point
Meaning
Essence
Concept
Stuff
Matter
Detail
Content
ZeopardThink
Zeopard.com
The big picture
contextual part, the
concise explanation
of what the idea is
and the examples
and facts that
explain it.
The matrix on this
page gives you
various different
palettes or ways
of saying the same
thing across these
3 components of
an idea.
Developed by the Thought Leaders Community
@jennievickers

140. 5. IMPACT
How to achieve or increase influence
with virtually anyone by maximising
your impact
Zeopard.com
@jennievickers

141. Zeopard.com
@jennievickers

142. Zeopard.com
@jennievickers

143. HERMANN EBBINGHAUS
Zeopard.com
@jennievickers

144. HERMANN EBBINGHAUS
Zeopard.com
@jennievickers

145. If you provide information to internal customers which they
need to remember then:
!
1. Tell them!
!
2. Follow up shortly e.g. by email!
!
3. Set a reminder and resend the email one week later!
!
4. Set a reminder and resend the email one month later!
!
5. Use colour!
!
6. Use pictures!
!
7. Make it fun
Zeopard.com
@jennievickers

146. 7. ENGAGEMENT
Zeopard.com
@jennievickers

147. Conversations & Communications that resonate
Abstract
what’s this like?
Existential
what’s this about?
Intrapersonal
what’s in this for me?
Numerate
give me bullet points
Linguistic
give me directions
Interpersonal
give me examples
Visual
show me
Auditory
tell me
Kinesthetic
let me
ZeopardThink
Zeopard.com
Developed from work of Howard Gardner
@jennievickers

148. 8. PLATFORM
Zeopard.com
@jennievickers

149. “75% of employees feel their work history and experiences
are not leveraged by their employer”
-Taleo Research, UK Social Talent Management report
Zeopard.com
@jennievickers

150. Zeopard.com
@jennievickers

151. You YOU
Employee YOU
Strategy
Community YOU
Strategy
Audience
Strategy
Audience
Audience
Who?
Who?
Who?
Where?
Where?
Where?
Platforms
Platforms
Platforms
Role
Role
Role
†
Participation
†
Participation
†
Participation
†
Observation
†
Observation
†
Observation
†
Elucidation
†
Elucidation
†
Elucidation
zeopard .com
Zeopard.com
Mapping Out Your Relationship With Social Media

152. 9. CONVERSATION
How to create new shared
meaning and go beyond
communication
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@jennievickers

153. CUSTOMER EXPERIENCE REQUIRES…
Managing your business
from the “Outside In”.!
!
“Bringing the perspective of your
customer to every decision you
make so you can see why
customers’ perceptions are
created.”!
!
The Expert’s Dilemma-Speakers,
Lawyers Technical Experts-Keen
to tell what we know
Zeopard.com
@jennievickers

154. Zeopard.com
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155. OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS
What do they want?
2
How do
i give
it to
them?
3
CUSTOMER
1
When
&
Where
do they
want it?
4
Who is the customer?
Zeopard.com
@jennievickers

156. Customer Life Cycle = Customers relationship with a brand as they
continue to discover new needs, explore their options, make
purchases and engage with the product or service experience!
!
!
!
!
Inside Out
Engage
Win
Develop
Keep
Explore
Options
Buy
Engage
Outside In
Discover
Needs
Zeopard.com
@jennievickers

157. THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED
IN THE BOOK “OUTSIDE IN”
1. Strategy!
!
2. Customer Understanding!
!
3. Design!
!
4. Measurement!
!
5. Governance!
!
6. Culture
Zeopard.com
@jennievickers

158. TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK
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@jennievickers

159. “STAR TREKING ACROSS THE UNIVERSE”
Customer journey map one set
of internal customers’
experiences every month and
see how it changes your
perspective.
Zeopard.com
@jennievickers

160. “ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE”
Embrace the possibilities to be
strategic with a new attitude.
There is no going back.
Zeopard.com
@jennievickers

161. “THERE’S KLINGONS ON THE STARBOARD BOW, JIM”
Live CX and deliver internal CX
or someone else will
Zeopard.com
@jennievickers

162. “IT’S LIFE, JIM, BUT NOT AS WE KNOW IT”
Revisit learning styles and
personality diagnostics. Pick
one style furthest from your
own and observe.
Zeopard.com
@jennievickers

163. “IT’S WORSE THAN THAT, HE’S DEAD JIM”
Brain cells will die if not used,
remember the forgetting curve
and help your internal
customers to stop asking you
the same question twice.
Zeopard.com
@jennievickers

164. “WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL”
LinkedIn profiles kept up to
date allow you and your
internal colleagues to see the
brilliance of your team. Don’t
see it only as a mechanism for
your team to escape to
another job.
Zeopard.com
@jennievickers

165. “YOU CANNA’ CHANGE THE LAWS OF PHYSICS”
You can change your brain and
your neurons and the way your
internal customers view you by
talking into their context every
time.
Zeopard.com
@jennievickers

166. You can change your brain and your neurons
LinkedIn profiles kept up to date
Brain cells will die if not used, remember the forgetting curve
Revisit learning styles and personality diagnostics
Live CX and deliver internal CX or someone else will
Embrace the possibilities to be strategic with a new attitude
Customer journey map
Zeopard.com
@jennievickers

167. PART 10 - SUMMARY CONCLUSION
Zeopard.com
@jennievickers

168. IMAGINE:
!
A world where your customers do not forget the
information you give them and never ring for the same
help twice.
Zeopard.com
@jennievickers

169. IMAGINE:
!
A world where your data creation defies Moore’s Law
Zeopard.com
@jennievickers

170. IMAGINE:
!
A world where your team is viewed as
strategists not housekeepers
Zeopard.com
@jennievickers

171. NO NEED TO IMAGINE
!
That world is here today if you influence with intelligence
applying the art and the science.
Zeopard.com
@jennievickers

172. Zeopard.com
@jennievickers