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Customer Experience and Mapping Your Digital Journey

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Mapping your digital journey and learning how to adapt to the new digitally transformed society and mobile world is key to future success

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Customer Experience and Mapping Your Digital Journey

  1. 1. The Customer Experience and Mapping Your Digital Journey Mapping your digital journey and learning how to adapt to the new digitally transformed society and mobile world is key to future success 1 Insurance Agents & Brokers serving Pa., Md. and Del. October 27, 2015
  2. 2. Senior Vice President Aartrijk Rick Morgan Highlight: Being named to Insurance Newscast’s 100 Most Powerful People in the Insurance Industry – North America. Independent Agency Principal Silver Plume Applied Systems Agents Council for Technology 2
  3. 3. 3
  4. 4. The Customer Journey Meaningful and shared experiences vs. product and services • Discover • Evaluate • Buy • Experience • Renew or Leave • Advocate 4
  5. 5. 5Image credit Close.io Discover
  6. 6. 6 Evaluate Image credit MCR Software
  7. 7. 7 Buy ç
  8. 8. 8 Experience
  9. 9. 9 Renew or Leave Image credit Gainsite
  10. 10. 10 Advocate Image credit Vanilla
  11. 11. 11
  12. 12. 12 Trends
  13. 13. Trends • Social Culture • Connected Society • Mobile • Diversity • Big Data – BI • Changing Nature of Risk • Privacy - Security 13
  14. 14. 14 Social Culture/Digital Transformation
  15. 15. 15 Connected Society
  16. 16. 16
  17. 17. 17 Mobile
  18. 18. 18
  19. 19. 19 Diversity
  20. 20. 20
  21. 21. 21 Big Data - BI
  22. 22. 22
  23. 23. 23 Changing Nature of Risk
  24. 24. 24 https://www.youtube.com/watch?v=CqSDWoAhvLU
  25. 25. 25 Privacy and Security
  26. 26. Become a Digital Business
  27. 27. Neither do men put new wine into old bottles: else the bottles break, and the wine runneth out, and the bottles perish: but they put new wine into new bottles, and both are preserved. – Matthew 9:17 27
  28. 28. 28 Do you have a Map?
  29. 29. Who Are You?
  30. 30. The Power of You "Regardless of age, regardless of position, regardless of the business we happen to be in, all of us need to understand the importance of branding. We are CEOs of our own companies: Me Inc. To be in business today, our most important job is to be head marketer for the brand called You." –Tom Peters 31
  31. 31. 33 It’s a Team Effort
  32. 32. 34 Know Your Audience
  33. 33. 35 Monitor & Measure
  34. 34. 36 Policing Social Media
  35. 35. 37 Start
  36. 36. 38 Channel Strategy
  37. 37. Summary • The Customer Journey is the Context • Disruptive Technology and Digital Transformation • Learning to Adapt • Digital Marketing and a Channel Strategy 39 Rick Morgan https://www.facebook.com/rickmorganconsulting http://twitter.com/rickjmiv https://www.linkedin.com/rickjmiv

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