8. |Omnichannel
Where
we experience
| - coordinated message(s)
- coordinated feedback loop
| Omnichannel is the coordinated
connection of the touchpoints our
customers meet
|Customer Experience
What
we experience
| - what it makes us do
- how it makes us feel
The Customer Experience drives our
actions and emotions.
22. Consumer products
THE NEGATIVE BUSINESS VALUE OF
POOR EXPERIENCE
| Decreased sales
Dissatisfied customers
Poor ratings & reviews
Negative word of mouth
Negative impact on brand
Increased need for documentation and
training
Increased support requests and costs
Source: Jim Ross (2014): The Business Value of User Experience.
23. THE GOOD EXPERIENCE
| Increased sales
Increased customer satisfaction and loyalty
Increased employee satisfaction
Reduced development cost and time
Decreased need for training and documentation
Reduced support costs
Increased productivity
47. People will forget what you said
People will forget what you did
But people will never forget how
you made them feel.
Maya Angelou
48. Customer Experience means business
Customer Experience is what you experience
Omnichannel is where you experience it
To do Omnichannel Marketing you need to
Understand your business
Understand your users
Focus on architecture
Create continuity based on feedback loops
Design for the emotion you want to evoke. Not for the
specific channel.
TAKE AWAYS