Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm

3. CUSTOMER WORTHY in 2012?
1. Local Local Local… Context
2. Apps – Free or Fee Nation – $.99 for your thoughts
3. Network of things – you are your devices
4. Data is the robot
5. Geniuses – They are everywhere - Find’em Recognize
them
6. Fraud For Granted - Fugetaboutit
7. Real Fake, Fake Real - Fake intimacy at a massive scale
8. Memory loss, bad experiences “half life” –
9. Algorithms & alerts replace reporting

4. Context Rules (verb)

5. app
noun Computers, Informal .
an application, typically a small, specialized program
downloaded onto mobile devices: the best GPS apps for your
iPhone.
Definition of: app
(APPlication) The term has been used as shorthand for
"application" in the IT community for decades. However, it
became newly popular for mobile applications in
smartphones and tablets, especially due to the advent of
Apple's iTunes App Store in 2008. It is just as correct to say
"iPhone application" as it is "desktop computer app;"
although app is shorter, and computer people love to
abbreviate. See application, APP file and App Store.

7. We all compete with FREE

9. Don’t get stuck here…where do your
customers want apps?

10. We Interrupt this presentation for
context – context big nd essential

11. Let’s surf - shared experiences big

15. Geeky Customer Tools

16. Back to customer experience……

18. Back to apps – Did I mention apps are
FREE

19. 2012 – FREE is the new black

21. How much does B of A need to recoup in fees to offset this image?
Probably wasn’t in the business case…

24. Under Performing Asset: Local

26. Store 1065 sales down

28. Branch 207NY 70% transaction reduction

29. Highest rent neighborhood – non residential
All your data is wrong – locally – for the time being – since 2008?

38. Network of Things – Subway Time

39. Subway clock off by hour makes “news” off
by hour –Network of things effect
Or wormhole in space and stepping onto train caused time to travel forward 1 hr

40. You are a screen to your customer
Screen is a view and access point to network of
things

41. Internet of Things

42. If your car captures a TB of data about you, who should
it tell? Good big brother, bad big brother…

43. How many browsers/screens
have there been so far in
presentation?

44. Did you include the one in your
hand?

45. How many times have you looked
at and interacted
with your screen
during this presentation?
Yes, someone is watching… and counting, and…

46. Privacy for sale and rent- click here

47. Test your browser for unique identifiers
without the risk: The Electronic Frontier
Foundation, a privacy advocacy group, has set
up an interesting online experiment
at Panopticlick.eff.org. Panopticlick gathers
little de--tails about your browser and
computer, mostly using Javascript. In my case,
the information it gathered about my browser
was enough to uniquely identify my surfing
software out of more than 650,000 visitors.
http://www.pcworld.com/article/192648/brow
ser_fingerprints_a_big_privacy_threat.html

48. Disney Animation
Imagine, if you will, what it's like to be an
animator. Films are projected at 24 frames per
second. For a 90-minute film, that's over
129,000 individual frames. Characters are drawn
separately and then put together, and placed
over painted backgrounds. The work requires
talented artists, but they cannot deviate from
the structured manner of drawing the
characters.
http://www.timburtoncollective.com/bio.html

49. Every screen/interaction is spying on you
Are you a good big brother – bad big brother

50. Less and less things are happening by accident … at least not twice
Good big brother: choreograph experience for best outcome

52. Continuous testing – failing fast – identifying genius is competitive advantage

53. Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do

54. The Customer Experience Algorithm predicts what customers will/will not do next
at every contact

55. Passion: Contact Creativity
& Choreography
Creativity + Multi-Channel Execution

56. Identify and Recognize Geniuses

57. identify, promote and connect
geniuses across your customer
experience – internal & external

58. Be customer worthy at each contact

59. CUSTOMER WORTHY in 2012?
1. Local Local Local… Context
2. Apps – Free or Fee Nation – $.99 for your thoughts
3. Network of things – you are your devices
4. Data is the robot
5. Geniuses – They are everywhere - Find’em Recognize
them
6. Fraud For Granted - Fugetaboutit
7. Real Fake, Fake Real - Fake intimacy at a massive scale
8. Memory loss, bad experiences “half life” –
9. Algorithms & alerts replace reporting

60. Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation