Customer centricity Self service, Self Control, Automation

1. Digital Marketing
Building brands with digital in the core

2. Tom Fleerackers
tom.fleerackers@kdg.be
www.flatworldbusiness.wordpress.com

3. Digital Marketing
based on books from Steven Van Belleghem
www.stevenvanbelleghem.com
@stevenVBE

4. Extreme
Customer
Centricity
Technology
=
Facilitator
Selling
without
selling

5. Extreme
Customer
Centricity
Technology
=
Facilitator
Selling
without
selling

6. Extreme
Customer
Centricity
Technology
=
Facilitator
Selling
without
selling

7. Customer first
without compromise

8. Existing Tesla drivers get
the newest features for FREE!

9. Existing Tesla drivers get
the newest features for FREE!

10. Extreme
Customer
Centricit
y
Technolo
gy =
Facilitato
r
Selling
without
selling
no mercy
for bad behaviour

11. no mercy
for bad behaviour

13. Extreme
Customer
Centricity
super hero window cleaners
at children’s hospital

14. don’t look for the next big thing
look for 100 small things

15. one basic rule:
angry birds proof

16. fast
easy
fun

17. fast
easy
fun

18. fast
easy
fun

19. towards
extreme simplicity

20. towards
extreme simplicity

21. Check how fast and easy the customer
interface of these new style companies is

22. towards
extreme simplicity

23. towards
extreme simplicity

24. Extreme
Customer
Centricity

25. Extreme
Customer
Centricity
Self -
Service
Self -
Control
Auto-
mation

26. Self -
Service
Self -
Control
Auto-
mation
towards a new
self-service economy
to meet customer expectations

27. Self -
Service
Self -
Control
Auto-
mation

28. 100
Self -
Service
Auto-
mation
12
what a huge
cost difference
personal
service
self
service
Self -
Control

29. Self -
Service
Self -
Control
Auto-
mation

30. Self -
Service
Self -
Control
Auto-
mation

31. Self -
Service
Self -
Control
Auto-
mation

32. Self -
Service
Self -
Control
Auto-
mation

33. Self -
Service
Self -
Control
Auto-
mation
from self-service to
self control
customer takes control of his own life

34. Self -
Service
Self -
Control
Auto-
mation
from self-service to
self control

35. Self -
Service
Self -
Control
Auto-
mation
from self-service to
self control

36. Self -
Service
Self -
Control
Auto-
mation
from self-service to
self control

37. Self -
Service
Self -
Control
Auto-
mation
be in control
where-, when-, whatever

38. Self -
Service
Self -
Control
Auto-
mation
from self-service to
automation

39. Self -
Service
Self -
Control
Auto-
mation
Google
self driving car

40. Self -
Service
Self -
Control
Auto-
mation
nuTONOMY
self driving taxi

41. Self -
Service
Self -
Control
Auto-
mation
Uber
self driving taxi

42. Self -
Service
Self -
Control
Auto-
mation
Walmart
self driving trucks

43. Self -
Service
Self -
Control
Auto-
mation
Otto
self driving truck

44. Self -
Service
Self -
Control
Auto-
mation
Volkswagen
traffic assistant

45. Self -
Service
Self -
Control
Auto-
mation
Tesla
self driving car

46. Self -
Service
Self -
Control
Auto-
mation
from self-service to
automation
when the world is smart,
services just happen to us

47. Self -
Service
Self -
Control
Auto-
mation