Channel Shift Understanding Your Customers #channelshiftcamp

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Presentation given at #channelshiftcamp http://www.gossinteractive.com/channelshiftcamp

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Channel Shift Understanding Your Customers #channelshiftcamp

  1. 1. #channelshiftcamp Understanding Your Customers Dave Witts (Transformation Practitioner) 7th November 2013
  2. 2. Register now www.gossinteractive.com/channel-shift-webinar 2
  3. 3. Agenda • Your Channel Shift Challenges • Agreeing our “Output” • Understanding Your Customers • Q&A
  4. 4. Outputs • Shortcuts on using demographics • Simple process for creation of personas • Examples of best practice • Case studies included • Engagement vs Segmentation • Customer engagement for understanding needs • Creation of personas to focus on needs of customers
  5. 5. Question Time | Your Channel Shift Challenges
  6. 6. Question Time | Your Channel Shift Challenges
  7. 7. How do you deliver channel shift? Customer/Insight
  8. 8. How do you deliver channel shift?
  9. 9. How to understand your customers?
  10. 10. Users aren’t the same
  11. 11. So what is a Persona? Fictional person 11
  12. 12. So why create them? 12
  13. 13. Personas
  14. 14. Engagement Workshops
  15. 15. Engagement Workshops
  16. 16. Engagement Workshops
  17. 17. How do you deliver channel shift? Customer/Insight Customer Strategy
  18. 18. How do you deliver channel shift? Customer/Insight Customer Strategy Channel Insight
  19. 19. How do you deliver channel shift? Customer/Insight Customer Strategy Channel Insight Channel / IT Strategy
  20. 20. How do you deliver channel shift? Customer/Insight Customer Strategy Channel Insight Channel / IT Strategy Channel Improvements
  21. 21. How do you deliver channel shift? Customer/Insight Customer Strategy Channel Insight Channel / IT Strategy Channel Improvements Process Improvements
  22. 22. That’s how you deliver channel shift! Customer/Insight Customer Strategy Channel Insight Channel / IT Strategy Channel Improvements Process Improvements
  23. 23. Register now www.gossinteractive.com/channel-shift-webinar 24
  24. 24. Q&A

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