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Smart Customers, Stupid Companies | Visual Media 011 | May 12, 2011 Year-One Action Plan: Act SMART  Next Week: Examine areas that these technologies are already impacting customer experience in your industry.  Next 30 Days: Inventory all your existing touchpoints – human, static and interactive. Which are most critical? Who “owns” them?  Next 90 Days: Assemble a team, and outline a plan for moving forward; Analyze opportunities for adding “intelligence” beyond marketing and service  Next 12 Months: Integrate “intelligent touchpoints” to your transformation roadmap; prioritize Quick-Wins to gain broader support.© 2011 MCorp Consulting, Michael Hinshaw and Bruce Kasanoff. All Rights Reserved 2009 MCorp Consulting, All Rights Reserved Page 53

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