Magnet 360 #iSeries: I <3 UX

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Join Magnet 360′s Customer Experience thought-leaders as they discuss the value of user experience strategy and design to engage customers, change behaviors, and deepen the individual’s relationship with your brand.

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Magnet 360 #iSeries: I <3 UX

  1. 1. I <3 UX: User Experience Design that Deepens the Customer Relationship
  2. 2. MAGNET 360 UX AND THE CUSTOMER EXPERIENCE 2.27.14
  3. 3. TOUCH POINTS ARE DISCONNECTED CX is NOT a marketing idea…The Customer Experience relies on the entire enterprise. SERVICESALES MARKETING DATA SOCIAL DATA CUSTOMER PREFERENCES Most businesses silo CX The customer has a single view of your organization #iSeries @Magnet360 @evoljennifer
  4. 4. DEFINITION Connect with customers where they are Know your customers Be ready to transact #iSeries @Magnet360 @evoljennifer
  5. 5. Source: Harvard Business Review, December 2013 SOURCE OF COMPETITIVE ADVANTAGE #iSeries @Magnet360 @evoljennifer
  6. 6. Source: Harvard Business Review, December 2013 MARKET REWARDS CUSTOMER LEADERS #iSeries @Magnet360 @evoljennifer
  7. 7. CUSTOMER EXPERIENCE DISCIPLINES DESIRABLE RELEVANT USABLE #iSeries @Magnet360 @evoljennifer
  8. 8. BUILD ADVOCACY People who love your brand will introduce you to new customers. #iSeries @Magnet360 @evoljennifer
  9. 9. CONNECTED CUSTOMER JOURNEY Awareness Active Evaluation Onboard Regular Use & Support Engage & Grow #iSeries @Magnet360 @evoljennifer
  10. 10. CARIBOU TBD Have you signed up for the rewards program? #iSeries @Magnet360 @evoljennifer
  11. 11. CARIBOU Sign up for the rewards when you are ready! #iSeries @Magnet360 @evoljennifer
  12. 12. Honeywell|Sprint1|03.01.13|Page2 Honeywell Big 10 Home Page #iSeries @Magnet360 @evoljennifer
  13. 13. Stakeholder Communication #iSeries @Magnet360 @evoljennifer
  14. 14. DEFINE YOUR SUCCESS START HERE: Answer this question What is the journey you want customers to have? Take action to see it from their point of view • Observe customers • Learn how they communicate and connect • Find out how they discover information • Surface preferences, expectations and ultimately value propositions to the customer • Create marketing, service and product strategies that add value across channels • Lead the journey • Measure the changes • Ongoing improvement #iSeries @Magnet360 @evoljennifer
  15. 15. MEASURE AND IMPROVE Seek first to understand Are customers going on the journey you want customers to have? Measure main areas from operational and perceived perspectives • Are you meeting customers’ needs? • Is it easy? • Is it enjoyable? • What will customers do next? • Will they recommend? (NetPromoter score) Respond to data and information – Create governance board to make informed decisions • Proactive response • Reactive response #iSeries @Magnet360 @evoljennifer
  16. 16. QUESTIONS? #iSeries @Magnet360 @evoljennifer

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