Den magiska formeln för experience
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Anna ger tips och exempel på vad upplevelser idag innebär i en digifysisk värld och hur det i slutändan påverkar affären och varumärket. Anna Lindqvist, VP Creuna Göteborg
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Den magiska formeln för experience
- 1. * * * Mage, hjärta och hjärna skapa design, upplevelser och innehåll som når fram creunasverigecreuna_secreuna_guest creuna2016 @creuna_se
- 2. ANNA LINDQVIST DEN MAGISKA FORMELN FÖR EXPERIENCE
- 3. DIGITALT ÄR MER ÄN BARA EN KANAL.
- 4. BRAND EXPERIENCE OCH CUSTOMER EXPERIENCE.
- 5. brand experience ”ALL THE INTERACTIONS PEOPLE HAVE WITH A PRODUCT, SERVICE, OR ORGANISATION; THE RAW MATERIAL OF A BRAND.”
- 8. BÄTTRE ATT VARA BRA, ÄN ATT SÄGA ATT DU ÄR BRA.
- 9. BRAND EXPERIENCE ÄR OCH FÖRBLIR ALLT VIKTIGARE.
- 13. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE CUSTOMER JOURNEY MAP
- 14. “That’s an interesting product” AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 15. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE look up information CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 16. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE “how is this different?” CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 17. Ask for demo AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 18. purchase! AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 19. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE Set up the new service CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 20. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE Seek assistance CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 21. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE finish setup CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 22. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE using it! CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 23. Read FAQ AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 24. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE PURCHASE Live chat CUSTOMER JOURNEY MAP Before During AfterLong Long before…..
- 25. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE Before During After PURCHASE Long Long before….. CUSTOMER JOURNEY MAP
- 26. AWARENESS CONSIDERATION FIRST USE ONGOING USE SUPPORT HANDHELD TV WEB HUMAN STORE-CLERK CUSTOMER SERVICE STORE Before During After PURCHASE Long Long before….. CUSTOMER JOURNEY MAP “That’s an interesting product” look up information “how is this different?” Ask for demo purchase! Set up the new service Seek assistance using it! Read FAQ Live chat
- 27. CUSTOMER EXPERIENCE INDEX BY FORRESTER RESEARCH ENJOYABLE EASY MEETS NEEDS HOW ENJOYABLE WERE THEY TO DO BUSINESS WITH? HOW EASY WERE THEY TO DO BUSINESS WITH? HOW EFFECTIVE WERE THEY AT MEETING YOUR NEEDS?
- 28. KUNDUPPLEVELSEN.
- 29. MEN VARFÖR ÄR DET SÅ!
- 30. LEDARSKAP OCH KULTUR. HJÄRTA OCH HJÄRNA.
- 32. INSIGHT BIG STRATEGY TEST WITH CONSUMERS (FOCUS GROUPS) ADJUST NEW PRODUCT SERVICES CAMPAIGN WEBSITE, ADS, ETC MEASURE NEW BIG STRATEGY KONVENTIONELL, LINJÄR UTVECKLINGSPROCESS
- 33. INSIGHT LITTLE STRATEGY PLAN,DESIGN, LAUNCH AND MEASURE INSIGHTS B.TRYSOMETHINGELSE LITTLE STRATEGY ADJUST LEARNING CURVE INTERACTIVE CYCLE LEARNING CURVE INSIGHTS LITTLE STRATEGY ADJUST A. CONTINUE ITERATIVT, AGILT OCH FLEXIBELT ARBETSSÄTT MADE BY MANY
- 37. LÄMNA INGET ÅT SLUMPEN. DESIGNA, DESIGNA, DESIGNA! 03
- 39. SAMARBETA. 5
- 40. FÖR…..
- 41. .….DET FINNS INGEN MAGISK FORMEL FÖR DETTA!
- 42. “MAY THE FORCE BE WITH YOU.” CUSTOMER ANNA LINDQVIST, CREUNA COPYRIGHT ©2016 CREUNA AND ALL ANIMATIONS SCREENSHOTS ©2016 THEIR RESPECTIVE OWNERS. BIG THANKS TO HEYTVM.COM