customer communication journey -- legodo
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The Customer Communication Journey*
* Caution: Interactive Presentation!
01.10.2013 2
… one of my very own customer communication journeys …
01.10.2013 3
… one of my very own customer communication journeys …
?
… one of my very own customer communication journeys …
... what is CCM anyway?
All textual communication of an organization with an outside individual or organization.
My Definition
Which Line is Longer?
> <
WRONG!
> <
How To Count To Three …
1 2
3 1
2 3
1 2
3
My Hidden Agenda
Everything Unlearn
Empowerment Business
Network
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Hier fehlt irgendwie ein Übergang
The of the nation
State
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#1 ... as always …
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Groundhog Day
Ever became
„Triple Play“
customer
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2 days later: Order confirmation unlimited calls
2 days later: Order confirmation SwisscomTV
2 days later : Tech change letter
4 days later : Modem DSL
2 days later : Setup Box SwisscomTV
Plug in. Does not work. Call Hotline (Date on letter)
4 days later : Tech change Mail (processed)
2 days later : Activation unlimited calls, Mail & SMS
14 days later : Grooming SMS
2 days later : Grooming letter
… 4 letters, 2 mails,
2 SMS, 2 packages,
1 call und
34 days later
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State
of the
1 shipping
What became of 4 letters, 2 Mails, 2 packages and 1 call?
2 mails 1 SMS & 0 letters
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#2 ... huge quantities …
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not enough?
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#Proposals
#BIs
307 70%
189 80%
70% automation possible
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40PY 20% Time for Proposals
8 new sales people
Savings
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#3 ... CCM = Document = A4 …
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Telekom Case für ProAktive Kundenkommunikation
Goldfinger
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„The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food
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„The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food
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Hier kommt ein Bild von unseren Freunden der Telekom hin
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… some thoughts I would like to share …
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Dear Customer,
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To Customer
From Customer
30
the People are Be where
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is key Relevance
32
33
the right content
at the right time
on the right channel
Dialogue enabled
Formula
Customer Communication
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34
… but Marc, this is in fact quite Difficult …
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Hier Video Abspann (2min)
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Pictures
http://sxc.hu
http://www.ualberta.ca/~anaeth/images/Research_images/Candace%20project
.JPG
anton khoff photography
Google maps
http://www.projectappleseed.org/questionstudy.jpg
References
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