Aligning customer expectations to business outcomes

Dispatch
DispatchPrincipal at Dispatch
Aligning customer expectations to business outcomes  Dirk Shaw ,  Customer Experience Design and Strategy
Customers are demanding a more  personalized  experience ?
They want you to:   recognize  who they are,  engage  with them and  anticipate  their needs.
*78%  of them in the U.S. connect via broadband.  *pew internet research
They create 1.4 blogs every second of every day
The total time they spent watching YouTube videos since it started last year is  9,305 years !
They are adopting new technology at record speeds
Oh… By the way they are also increasingly multi channel and device..
So what does this mean to  Your  company?
It means you have to  connect   with your customers in new ways…
And create a continuous experience across  touch points Mobile RSS Email Web Kiosk Call Center Search engine IPTV Print Digital Signage In store TV
Throughout the entire  Customer Lifecycle
But  at the same time meeting your own business objectives.
New customer acquisition
Better serving existing customers
Growing and retaining existing customers
Experience Design and Planning can help  meet  these new  demands .
Continue the dialog @ dirkshaw.blogspot.com
1 of 18

Recommended

av company by
av companyav company
av companyyaktable24
84 views2 slides
6 Trusted Strategies to Accomplish Telemarketing Goals Efficiently by
6 Trusted Strategies to Accomplish Telemarketing Goals Efficiently6 Trusted Strategies to Accomplish Telemarketing Goals Efficiently
6 Trusted Strategies to Accomplish Telemarketing Goals EfficientlyGo4customer
85 views12 slides
STIMA Content Lunch 17/03/2016: Barco goes content by
STIMA Content Lunch 17/03/2016: Barco goes contentSTIMA Content Lunch 17/03/2016: Barco goes content
STIMA Content Lunch 17/03/2016: Barco goes contentBarbara D'hondt
141 views28 slides
Live Guide Presentation by
Live Guide PresentationLive Guide Presentation
Live Guide PresentationJette_elkrog
230 views14 slides
101019 Da1 Netop Live Guide by
101019 Da1 Netop Live Guide101019 Da1 Netop Live Guide
101019 Da1 Netop Live GuideRasmusk
475 views14 slides
Project scope creep by
Project scope creepProject scope creep
Project scope creepSkillscape
305 views5 slides

More Related Content

What's hot

Marketing to Landscape Contractors by
Marketing to Landscape ContractorsMarketing to Landscape Contractors
Marketing to Landscape ContractorsBlue Thumb
348 views14 slides
Domino by
DominoDomino
DominoHeidi Burkley
168 views4 slides
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever! by
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!Harvey James
242 views9 slides
client-communication-guide by
client-communication-guideclient-communication-guide
client-communication-guidePaula Jansen
184 views1 slide
Adword Advertising 2 by
Adword Advertising 2Adword Advertising 2
Adword Advertising 2NextBee Media
313 views11 slides
Maximising the Success of Your CRM with Gecko Labs by
Maximising the Success of Your CRM with Gecko LabsMaximising the Success of Your CRM with Gecko Labs
Maximising the Success of Your CRM with Gecko LabsHobsons
356 views20 slides

What's hot(6)

Marketing to Landscape Contractors by Blue Thumb
Marketing to Landscape ContractorsMarketing to Landscape Contractors
Marketing to Landscape Contractors
Blue Thumb348 views
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever! by Harvey James
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!
The Client Engagement Secret to Change your FINANCIAL ADVICE practice Forever!
Harvey James242 views
client-communication-guide by Paula Jansen
client-communication-guideclient-communication-guide
client-communication-guide
Paula Jansen184 views
Maximising the Success of Your CRM with Gecko Labs by Hobsons
Maximising the Success of Your CRM with Gecko LabsMaximising the Success of Your CRM with Gecko Labs
Maximising the Success of Your CRM with Gecko Labs
Hobsons356 views

Similar to Aligning customer expectations to business outcomes

Megan thomas by
Megan thomasMegan thomas
Megan thomasArk Group Australia Pty Ltd
379 views15 slides
How to Boost Revenue with Video Marketing by
How to Boost Revenue with Video MarketingHow to Boost Revenue with Video Marketing
How to Boost Revenue with Video MarketingNeha656947
7 views7 slides
frostii friday1 by
frostii friday1frostii friday1
frostii friday1Chesne Pakulak
380 views29 slides
The digital marketing ppt by
The digital marketing pptThe digital marketing ppt
The digital marketing pptD&P Mindmax /www.gdmtravel.com
142.6K views44 slides
5 things you should be doing with your content strategy but aren't by
5 things you should be doing with your content strategy but aren't5 things you should be doing with your content strategy but aren't
5 things you should be doing with your content strategy but aren'tGina Om
54 views14 slides
TKG Agency Capabilities Linked In by
TKG Agency Capabilities Linked InTKG Agency Capabilities Linked In
TKG Agency Capabilities Linked Injkreisler
394 views24 slides

Similar to Aligning customer expectations to business outcomes (20)

How to Boost Revenue with Video Marketing by Neha656947
How to Boost Revenue with Video MarketingHow to Boost Revenue with Video Marketing
How to Boost Revenue with Video Marketing
Neha6569477 views
5 things you should be doing with your content strategy but aren't by Gina Om
5 things you should be doing with your content strategy but aren't5 things you should be doing with your content strategy but aren't
5 things you should be doing with your content strategy but aren't
Gina Om54 views
TKG Agency Capabilities Linked In by jkreisler
TKG Agency Capabilities Linked InTKG Agency Capabilities Linked In
TKG Agency Capabilities Linked In
jkreisler394 views
Who’s Your Customer? How Understanding Your Customer Improves Brand Experienc... by Aggregage
Who’s Your Customer? How Understanding Your Customer Improves Brand Experienc...Who’s Your Customer? How Understanding Your Customer Improves Brand Experienc...
Who’s Your Customer? How Understanding Your Customer Improves Brand Experienc...
Aggregage119 views
How to steps to profitably use a database to increase sales by Reg Gupton Inc
How to steps to profitably use a  database to increase salesHow to steps to profitably use a  database to increase sales
How to steps to profitably use a database to increase sales
Reg Gupton Inc580 views
The Industrial Supplier's Guide to Online Marketing Success | GlobalSpec by ChristianJHaight
The Industrial Supplier's Guide to Online Marketing Success | GlobalSpecThe Industrial Supplier's Guide to Online Marketing Success | GlobalSpec
The Industrial Supplier's Guide to Online Marketing Success | GlobalSpec
ChristianJHaight2.6K views
Winning with Unified Communications and Collaboration in Banking by Shelley Bower
Winning with Unified Communications and Collaboration in BankingWinning with Unified Communications and Collaboration in Banking
Winning with Unified Communications and Collaboration in Banking
Shelley Bower815 views
Lauren Moloney's Presentation at Mumbrella's B2B Marketing Summit by JordanDervish
Lauren Moloney's Presentation at Mumbrella's B2B Marketing SummitLauren Moloney's Presentation at Mumbrella's B2B Marketing Summit
Lauren Moloney's Presentation at Mumbrella's B2B Marketing Summit
JordanDervish166 views
SearchLeeds 2018 - Jon Greenhalgh & Sam Wright - Edit & Branded3 - How to del... by Branded3
SearchLeeds 2018 - Jon Greenhalgh & Sam Wright - Edit & Branded3 - How to del...SearchLeeds 2018 - Jon Greenhalgh & Sam Wright - Edit & Branded3 - How to del...
SearchLeeds 2018 - Jon Greenhalgh & Sam Wright - Edit & Branded3 - How to del...
Branded32.5K views
New Era Of Corporate Communications Riaan Vanmeulen Fnb by guest22cb1ea7
New Era Of Corporate Communications Riaan Vanmeulen   FnbNew Era Of Corporate Communications Riaan Vanmeulen   Fnb
New Era Of Corporate Communications Riaan Vanmeulen Fnb
guest22cb1ea7605 views
Ed Perez, U.S. Cellular - "Customer Focused Loyalty: The Belief Project" by Chicago AMA
Ed Perez, U.S. Cellular - "Customer Focused Loyalty: The Belief Project"Ed Perez, U.S. Cellular - "Customer Focused Loyalty: The Belief Project"
Ed Perez, U.S. Cellular - "Customer Focused Loyalty: The Belief Project"
Chicago AMA1.1K views
Email measurement is evolving...are you? by Rachel Aldighieri
Email measurement is evolving...are you?Email measurement is evolving...are you?
Email measurement is evolving...are you?
Rachel Aldighieri1.7K views

More from Dispatch

5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES by
5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES
5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETESDispatch
432 views15 slides
Brands as Publishers: From 360 degrees to 365 days by
Brands as Publishers: From 360 degrees to 365 daysBrands as Publishers: From 360 degrees to 365 days
Brands as Publishers: From 360 degrees to 365 daysDispatch
1.2K views12 slides
PrNews: Keeping up with Facebook's new features by
PrNews: Keeping up with Facebook's new featuresPrNews: Keeping up with Facebook's new features
PrNews: Keeping up with Facebook's new featuresDispatch
468 views13 slides
Customers are Checked in now what by
Customers are Checked in now what Customers are Checked in now what
Customers are Checked in now what Dispatch
606 views20 slides
What Ad Agencies want for Location Enhanced Advertising by
What Ad Agencies want for Location Enhanced AdvertisingWhat Ad Agencies want for Location Enhanced Advertising
What Ad Agencies want for Location Enhanced AdvertisingDispatch
530 views28 slides
Move beyond social media metrics by
Move beyond social media metricsMove beyond social media metrics
Move beyond social media metricsDispatch
1.5K views25 slides

More from Dispatch(13)

5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES by Dispatch
5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES
5 WAYS TO GET MORE MARKETING VALUE FROM ATHLETES
Dispatch432 views
Brands as Publishers: From 360 degrees to 365 days by Dispatch
Brands as Publishers: From 360 degrees to 365 daysBrands as Publishers: From 360 degrees to 365 days
Brands as Publishers: From 360 degrees to 365 days
Dispatch1.2K views
PrNews: Keeping up with Facebook's new features by Dispatch
PrNews: Keeping up with Facebook's new featuresPrNews: Keeping up with Facebook's new features
PrNews: Keeping up with Facebook's new features
Dispatch468 views
Customers are Checked in now what by Dispatch
Customers are Checked in now what Customers are Checked in now what
Customers are Checked in now what
Dispatch606 views
What Ad Agencies want for Location Enhanced Advertising by Dispatch
What Ad Agencies want for Location Enhanced AdvertisingWhat Ad Agencies want for Location Enhanced Advertising
What Ad Agencies want for Location Enhanced Advertising
Dispatch530 views
Move beyond social media metrics by Dispatch
Move beyond social media metricsMove beyond social media metrics
Move beyond social media metrics
Dispatch1.5K views
Make social media a capability not a campaign: by Dispatch
Make social media a capability not a campaign:Make social media a capability not a campaign:
Make social media a capability not a campaign:
Dispatch811 views
Is measurement part of your digital DNA? by Dispatch
Is measurement part of your digital DNA?Is measurement part of your digital DNA?
Is measurement part of your digital DNA?
Dispatch564 views
Digital Experiences That Create Brand Advocates Slideshare by Dispatch
Digital Experiences That Create Brand Advocates SlideshareDigital Experiences That Create Brand Advocates Slideshare
Digital Experiences That Create Brand Advocates Slideshare
Dispatch1.1K views
Enhance business value thru word of mouth by Dispatch
Enhance business value thru word of mouthEnhance business value thru word of mouth
Enhance business value thru word of mouth
Dispatch519 views
Turning Emotions Into Engagement by Dispatch
Turning Emotions Into Engagement Turning Emotions Into Engagement
Turning Emotions Into Engagement
Dispatch733 views
Customer Lifecycle Management by Dispatch
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle Management
Dispatch19.8K views
Shifting the conversation by Dispatch
Shifting the conversationShifting the conversation
Shifting the conversation
Dispatch760 views

Recently uploaded

Imports Next Level.pdf by
Imports Next Level.pdfImports Next Level.pdf
Imports Next Level.pdfBloomerang
150 views32 slides
Monthly Social Media Update November 2023 copy.pptx by
Monthly Social Media Update November 2023 copy.pptxMonthly Social Media Update November 2023 copy.pptx
Monthly Social Media Update November 2023 copy.pptxAndy Lambert
33 views49 slides
Mistakes Young Entrepreneurs Make When Approaching Problem Solving by
Mistakes Young Entrepreneurs Make When Approaching Problem SolvingMistakes Young Entrepreneurs Make When Approaching Problem Solving
Mistakes Young Entrepreneurs Make When Approaching Problem SolvingYasser Takie Eddine Abdesselam
66 views31 slides
Navigating the Complexity of Derivatives Valuation 📈 by
Navigating the Complexity of Derivatives Valuation 📈Navigating the Complexity of Derivatives Valuation 📈
Navigating the Complexity of Derivatives Valuation 📈ValAdvisor
15 views6 slides
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re... by
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...Ilia Bider
15 views17 slides
port23_2023121_resize2.pdf by
port23_2023121_resize2.pdfport23_2023121_resize2.pdf
port23_2023121_resize2.pdfSivaphan Wuttingam
32 views64 slides

Recently uploaded(20)

Imports Next Level.pdf by Bloomerang
Imports Next Level.pdfImports Next Level.pdf
Imports Next Level.pdf
Bloomerang150 views
Monthly Social Media Update November 2023 copy.pptx by Andy Lambert
Monthly Social Media Update November 2023 copy.pptxMonthly Social Media Update November 2023 copy.pptx
Monthly Social Media Update November 2023 copy.pptx
Andy Lambert33 views
Navigating the Complexity of Derivatives Valuation 📈 by ValAdvisor
Navigating the Complexity of Derivatives Valuation 📈Navigating the Complexity of Derivatives Valuation 📈
Navigating the Complexity of Derivatives Valuation 📈
ValAdvisor15 views
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re... by Ilia Bider
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...
On the Concept of Discovery Power of Enterprise Modeling Languages and its Re...
Ilia Bider15 views
The Talent Management Navigator Performance Management by Seta Wicaksana
The Talent Management Navigator Performance ManagementThe Talent Management Navigator Performance Management
The Talent Management Navigator Performance Management
Seta Wicaksana35 views
Top 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals by altafhsayyednimetler
Top 10 IT Tasks Small Businesses Can Entrust to Offshore ProfessionalsTop 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals
Top 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals
Netflix Inc. by 125071027
Netflix Inc.Netflix Inc.
Netflix Inc.
12507102711 views
Integrating Talent Management Practices by Seta Wicaksana
Integrating Talent Management PracticesIntegrating Talent Management Practices
Integrating Talent Management Practices
Seta Wicaksana150 views
Amazing Opportunities: PCD Pharma Franchise in Kerala.pptx by SaphnixMedicure1
Amazing Opportunities: PCD Pharma Franchise in Kerala.pptxAmazing Opportunities: PCD Pharma Franchise in Kerala.pptx
Amazing Opportunities: PCD Pharma Franchise in Kerala.pptx
SaphnixMedicure123 views
Learning from Failure_ Lessons from Failed Startups.pptx by Codeventures
Learning from Failure_ Lessons from Failed Startups.pptxLearning from Failure_ Lessons from Failed Startups.pptx
Learning from Failure_ Lessons from Failed Startups.pptx
Codeventures12 views
Better Appeals and Solicitations - Bloomerang.pdf by Bloomerang
Better Appeals and Solicitations - Bloomerang.pdfBetter Appeals and Solicitations - Bloomerang.pdf
Better Appeals and Solicitations - Bloomerang.pdf
Bloomerang81 views

Aligning customer expectations to business outcomes