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© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Customer Experience 2020 ----------------...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Why Programmatic Marketing? Bots? Artific...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Each Contact has a Cost &
Potential or Ac...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
ShopNeed
Awareness Information LogisticsC...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Client X Client :
Customer Value Optimiza...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Department & Stakeholder Conflict @
Custo...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
ShopNeed
Awareness Information LogisticsC...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com (c) All rights reserved. Property of Mich...
© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Enterprise Customer Experience
Management...
Next Generation of Marketing:
•Leadership
•Methods
•Metrics
•Technology
(c) All rights reserved. Property of Michael R Hof...
Get Customer Worthy
@ Amazon.com
Michael R Hoffman
Contact: Michael R. Hoffman, mrh@clientxclient.com call/Text 908.542.11...
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Customer Experience Control Center 2020

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Best Practices in Customer Experience Management, Measurement, Execution and Continuous Improvement
Written for executive management, operations,marketing, sales, technology to have discussion about, "what is customer experience? What is our customer strategy? What is our execution plan?
Answers how to weigh investments, structure technologies and resources to optimize customer value. Shows where, why how to leverage advanced technologies and methods like artificial intelligence, chat bots, recommendation engines, iot.

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Customer Experience Control Center 2020

  1. 1. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Customer Experience 2020 ---------------- (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134 ---RequiresaControlCenter
  2. 2. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Why Programmatic Marketing? Bots? Artificial Intelligence? Algorithms? Embedded Analytics? (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134 Otherwise too complex, too expensive, too slow… Automate What Works, Innovate Everywhere Else
  3. 3. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Each Contact has a Cost & Potential or Actual Revenue Creativity + Multi-Channel Execution (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
  4. 4. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com ShopNeed Awareness Information LogisticsContractNegotiationSelection Use Support CxC stage Buy Customer View receive email offer search research standard or deluxe free for 90 days terms & conditions receive product product question (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134 How Do You Manage Each Interaction? (Who owns the message in each slot?) Messaging by customer segment, customer stage, channel = difficult+
  5. 5. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Client X Client : Customer Value Optimization • Grow Customer Revenue 60-200% • Reduce Expense Per Customer 20-60% • Accomplish using 85-100% companies current technology Performance lift justifies transforming customer experience *net performance increases can be multiple of this (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
  6. 6. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Department & Stakeholder Conflict @ Customer Contact (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134 …and departments, partners may cause conflicting messaging for customers = loss
  7. 7. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com ShopNeed Awareness Information LogisticsContractNegotiationSelection Use Support CxC Matrix Stage Buy Customer View receive email offer search research standard or deluxe free for 90 days terms & conditions receive product product question Department Marketing ecommerce Marketing Web PPC Agency Product Mngt Partners Product Mng Ecommerce Operations Distribution Product Mng Sales Finance Sales Legal Finance Operations Distribution Shipping Partner Customer care System Campaign management Database email Content management Web site Management Social Networking Ecommerce ERP Inventory Management Content Management Business Process Management Rules Engine Content Management Ecommerce Order Management Inventory Management Vendor Management Order Management email Customer Relationship Management Intelligent Router Resource Management VOIP Objective a. Promote store visit b. Buy immediately Up sell Promote brand, service Up sell Promote store visit Up sell Cross sell Service agreement Extend warranty Loyalty enrollment Efficiency Cross sell Referral Efficiency Cross sell Referral Loyalty enrollment Requirement Offer Mngt email list Content mngt Personalized Web In-store visibility localization e-cookie Site search Email cookie Offer visibility Customer Profile Order/Offer Managemen t System Credit score Customer ID Dynamic order mngt process Training Enrollment Access Resource Visibility Training Incentive Program Referral capture Intelligent call routing Training Incentives Offer prompts Value Promotion cost Potential revenue Search mngt cost Content cost Affiliate cost Gain-share revenue Promo cost Projected cross sell revenue Affiliate revenue 15% increase close success Add on revenue Fees Revenue Entry costs Affiliate fees Delivery cost Service fees Referral bonus CSR Cost Offer cost Incentive Cost Projected Revenue gain (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
  8. 8. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134 Amazon Example: Analytics + Execution + Continuous Learning Service,Software,InteractionManagementLikeAmazon
  9. 9. © 2002. All rights reserved. ClientXClient Inc. Get Customer Worthy @ Amazon.com Enterprise Customer Experience Management Framework: CxC Matrix* *Step by Step Instructions in Customer Worthy Book a. Understand, leverage, manage ‘digital,’ mobile, social and next b. Realize revenue opportunity in each contact c. Ability to predict/plan/prepare next contact (i.e. programmatic marketing, agent based simulation, monetize IoT) d. Reduce waste due to misaligned department objectives e. Customer flow transparency f. Optimize prospect to revenue process (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
  10. 10. Next Generation of Marketing: •Leadership •Methods •Metrics •Technology (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
  11. 11. Get Customer Worthy @ Amazon.com Michael R Hoffman Contact: Michael R. Hoffman, mrh@clientxclient.com call/Text 908.542.1134 Thank You (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

Best Practices in Customer Experience Management, Measurement, Execution and Continuous Improvement Written for executive management, operations,marketing, sales, technology to have discussion about, "what is customer experience? What is our customer strategy? What is our execution plan? Answers how to weigh investments, structure technologies and resources to optimize customer value. Shows where, why how to leverage advanced technologies and methods like artificial intelligence, chat bots, recommendation engines, iot.

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