Customers expect personalized experiences from companies as they engage with customers across multiple channels and devices. They are adopting new technologies at rapid rates and spending significant time watching online videos and creating blogs. To meet rising customer expectations and business goals around acquisition, retention, and growth, companies must connect with customers through new ways across the entire customer lifecycle using various touchpoints, guided by experience design and planning.

1. Aligning customer expectations to business outcomes Dirk Shaw , Customer Experience Design and Strategy

2. Customers are demanding a more personalized experience ?

3. They want you to: recognize who they are, engage with them and anticipate their needs.

4. *78% of them in the U.S. connect via broadband. *pew internet research

5. They create 1.4 blogs every second of every day

6. The total time they spent watching YouTube videos since it started last year is 9,305 years !

7. They are adopting new technology at record speeds

8. Oh… By the way they are also increasingly multi channel and device..

9. So what does this mean to Your company?

10. It means you have to connect with your customers in new ways…

11. And create a continuous experience across touch points Mobile RSS Email Web Kiosk Call Center Search engine IPTV Print Digital Signage In store TV

12. Throughout the entire Customer Lifecycle

13. But at the same time meeting your own business objectives.

14. New customer acquisition

15. Better serving existing customers

16. Growing and retaining existing customers

17. Experience Design and Planning can help meet these new demands .

18. Continue the dialog @ dirkshaw.blogspot.com