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The Customer Experience Revolution

Listen to the webinar here: http://ow.ly/4n83yg

Brian Solis, renowned speaker and digital marketing guru, and Nick Stein, senior vice president of marketing at Vision Critical, shares how to improve your company's end-to-end customer experience.

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The Customer Experience Revolution

  1. 1. The Customer Experience Revolution with Brian Solis #CXrevolution
  2. 2. Brian Solis Best-selling author, Digital Analyst and Principal Altimeter Group @briansolis Nick Stein SVP, Marketing Vision Critical @stein_nick
  3. 3. LISTEN TO THE The Customer Experience Revolution: an exclusive webinar with Brian Solis visioncritical.com/webinars
  4. 4. Gartner Group 89% Of organizations intend to compete primarily on customer experience in 2016
  5. 5. Brian Solis Best-selling author, Digital Analyst and Principal Altimeter Group @briansolis
  6. 6. @BRIANSOLIS
  7. 7. Attrition < Retention Relevance Drives Acquisition + Retention Shared Experiences are the Next Competitive Advantage
  8. 8. What is brand?
  9. 9. Brand What we say and do Experience What people feel and share ExperienceDivide
  10. 10. Relevance signifies that you are closely connected to something or someone. Before you can compete for relevance, you have to understand how someone else defines and measures relevance. Your work, in all you do, must close the gap that exists between you and engagement now and over time. More importantly, you have to connect your value to the way others interpret (and appreciate) value. Earning relevance is a constant.
  11. 11. “If I asked customers what they want, they would have told me a faster horse.”
  12. 12. “If I asked customers what they want, they would have told me a faster horse.” “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”
  13. 13. Credit: Rank maniac
  14. 14. Credit: Rohit Sharma
  15. 15. What I want. What I think they want CUSTOMERS BRANDSCo-Creation Innovation: Unlock New Value
  16. 16. CUSTOMERS BRANDS CollaborationLeads toUnplannedInnovation Close the Relevance Gap Does it fulfill their needs? Does it complete their lives? Will it brighten their days? Does it arouse their curiosity? Will it simplify their lives? Will it help them finish their tasks better/faster? Does it give them new hope? Does it bring them closer to their goals Does it resonate with them? Does is solve their problems?Does it offer new possibilities and outcomes? Does it give them something to share or talk about? Does it make them want to help others?
  17. 17. What is experience?
  18. 18. The rise of digital transformation. The re-alignment of, or new investment in, technology and business models to more effectively engage digital consumers and create new value in every touchpoint in the customer journey.
  19. 19. Digital transformation represents the quest to understand how innovation can shape the new customer experience.
  20. 20. Inspired by Matt Ballantin There is no 1 way to succeed in the future. Success is dependent on a balance of iteration, innovation and disruption. If you do not disrupt yourself, it will be a gift given to you by someone else.
  21. 21. Innovation Takes Many Shapes
  22. 22. Collective Experiences Experience Brand Products Marketing Sales Service Loyalty Trends Test and Learn Inspiration Insight Collaboration Iteration Innovation Engagement Community The Relevance Revolution Routines Aspirations Personalization Preferences Needs Challenges Dislikes Aspirations Compromises
  23. 23. Innovation in Perspective Leads to Entirely New Experiences
  24. 24. Innovation in Perspective Leads to Entirely New Experiences
  25. 25. Return on Investment (ROI) Sentiment Customer Lifetime Value (CLV) Recency Frequency Monetary (RFM) Share of Wallet (SOW) Past Customer Value (PCV)
  26. 26. SEVShared Experience Value
  27. 27. If you’re waiting for someone to tell you what to do, you’re on the wrong side of innovation.
  28. 28. Innovation begins here and here and here
  29. 29. Innovation is Community
  30. 30. Brian Solis bsolis@prophet.com Altimeter Group, a Prophet Company briansolis.com @briansolis Linkedin.com/influencer/briansolis Facebook.com/thebriansolis
  31. 31. CRM transactional data NPS and CSAT tracking studies and surveys Customer support ticketing systems Call center data Social media monitoring
  32. 32. NPS and CSAT tracking studies and surveys HOW DO YOU FIND ACTIONABLE INSIGHT IN THE NOISE?
  33. 33. MOST CX INVESTMENTS ARE NOT IMPACTFUL 11% of CX investments made a significant impact on business results (Temkin) 18% 53% of US consumers switched companies due to a poor service experience (Accenture) 44% OF OVERALL MARKETING BUDGETS ARE SPENT ON CX (GARTNER) of B-B executives do not have access to the customer data they need to create superior customer experiences (Accenture)
  34. 34. Delivering metrics instead of building empathy Recording Individual transactions instead mapping journeys Describing historical event not impactful prescriptions Point in time snapshots instead of continuous engagement Isolated data not actionable insight
  35. 35. IMPROVE CSAT Fix dissatisfiers immediately when they are discovered by customers OPTIMIZE CX INITIATIVES Get customer input early before investing in full scale programs REDUCE CHURN Track customers over time to predict dissatisfaction triggers INCREASE CROSS-SELL Present the right products to the right customers, via the right channel at the right time IMAGINE A WORLD WHERE YOU CAN...
  36. 36. Improve end-to-end customer experience
  37. 37. Align what your customers value with what your business values Focus on engaging digital consumers at every touch point Connect with your customers “between” the big tracking studies
  38. 38. Explore the world’s premier customer intelligence platform now. Brian Solis Digital Analyst & Principal Altimeter Group Nick Stein SVP, Marketing Vision Critical TWEET YOUR QUESTIONS @visioncritical #CXrevolution visioncritical.com/demo
  39. 39. LISTEN TO THE The Customer Experience Revolution: an exclusive webinar with Brian Solis visioncritical.com/webinars
  40. 40. Discover how authentic, ongoing customer insight helps DEWALT and Chico's create and sell better products. April 28, 2016 2pm ET/11am PT REGISTER NOW: visioncritical.com/webinars UPCOMING WEBINAR The Human Side of Product Innovation

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  • MarkusDruehe

    Oct. 10, 2016

Listen to the webinar here: http://ow.ly/4n83yg Brian Solis, renowned speaker and digital marketing guru, and Nick Stein, senior vice president of marketing at Vision Critical, shares how to improve your company's end-to-end customer experience.

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