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- 1. Connecting with your customers Endeavor Global Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 2. 02 Every customer has a story to tell 1 discover 2 put yourself 3 let them see their story into their shoes themselves in your company Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 3. 03 understand what motivates them 1 Identify 2 determine how 3 deliver what they to build rapport unexpected value most & relationship value Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 4. 04 construct a roadmap around their journey Customer Journey Roadmap Exploration Self-Assess Learn & Synthesize Share Provide a framework for supporting the personal Allow customers to assess themselves Standardize the learning process so that more time is spent on synthesizing ideas Create a structure mechanism to allow customers the ability to create multiple Objective discovery process as a mechanism for setting context rather than organizing material. Capture all artifacts for future use narratives. Each narrative should be connected to a specific audience 1 Break down 2 Define clear their journey objectives that into phases support them Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 5. 05 Customer Journey Roadmap Exploration Self-Assess Learn & Synthesize Share Provide a framework for supporting the personal Allow customers to assess themselves Standardize the learning process so that more time is spent on synthesizing ideas Create a structure mechanism to allow customers the ability to create multiple Objective discovery process as a mechanism for setting context rather than organizing material. Capture all artifacts for future use narratives. Each narrative should be connected to a specific audience Activity Audience Types blogs Y-Combinator Profile Inspiration Narratives Artifacts On-Startups Self Start-up Employment Weekend Trap Twitter Friends Cash & Research Val Ops & TechStars Ratings Values Costs Ask Partners Customers Re-Career Baseline Badges Identity Attibutes & Sales Landing Relate Assessment Act Pages Conversations Work Experience Growth friends Products mentors People & Investors family Reflect Leaders co-workers Opportunity Seeker Exmployers Re-Assess Motivation “My running partner was key to my success.” “How do I tell people more about MyEJ and sure where to start.” know.” “This is good, what should I do next?” my expreience?” Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 6. 06 Customer Journey Roadmap Exploration Self-Assess Learn & Synthesize Share Provide a framework for supporting the personal Allow customers to assess themselves Standardize the learning process so that more time is spent on synthesizing ideas Create a structure mechanism to allow customers the ability to create multiple Objective discovery process as a mechanism for setting context rather than organizing material. Capture all artifacts for future use narratives. Each narrative should be connected to a specific audience Activity Audience Types blogs Y-Combinator Profile Inspiration Narratives Artifacts On-Startups Self Start-up Employment Weekend Trap Twitter Friends Cash & Research Val Ops & TechStars Ratings Values Costs Ask Partners Customers Re-Career Baseline Badges Identity Attibutes & Sales Landing Relate Assessment Act Pages Conversations Work Experience Growth friends Products mentors People & Investors family Reflect Leaders co-workers Opportunity Seeker Exmployers Re-Assess Motivation “My running partner was key to my success.” “How do I tell people more about MyEJ and sure where to start.” know.” “This is good, what should I do next?” my expreience?” Metrics 30% increase in the volume of conversations 25% increase in completion of a 25% increase in vital relationships 60% increase in the number of profiles shared online that MyEJ is a direct participant profile & purchasing a product 20% increase in completed and highly satisfied customers The Exploration phase is highly sporatic and people can tend to stay Baseline Assessment - This self-assessment should Retrospective Experience Artifacts There are two categories of sharing that customers have expressed a desire to engage in. One is Notes in this phase for months and sometimes years attempting to gain include skils as well as time management and more targeting a specific audience in order to establish relationships for potential work/business clarity and direction. There needs to be higher engagement in the relationships Core to the success of the program is the ability As customers complete multiple products the number (Self Expression). research and conversations. for the customer to implement a constant of artifacts that they create and collect becomes more Profile - The initial profile should include retrospective perspective where they evaluate and more difficult to track and organize. These The second is a desire to share their personal experience with the program in order to evangelize. Research - The research that is most common includes Internet inspirational elements and recommendations for where they are based on where they had come artifacts are valuable assets for telling their own story (Testimonials) searches, reaching blogs and following key influencer activities next steps from. This is currently but without organization the efficiency of creating that (Twitter, etc.) story will become difficult Re-Assessment - This should be a reflective exercise Conversations - As individuals progress through this phase they tend to to evaluate what has changed and identify areas engage in conversations with friends, co-workers, family and if for improvement available mentors Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 7. 07 Questions Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 8. 07 Questions Q&A PLEASE, DON’T BE AFRAID! Welcome A Journey Motivations Goals experience Metrics Questions Friday, March 9, 12
- 9. 08 THANKS ENJOY AUSTIN + SXSW Friday, March 9, 12