will you be customer worthy in 2012 3 of 6 mrhoffman naccm detailed speaker notes part 3 of 6

Customer Worthy in 2012? (part 3 of 6)

Part 3: Interruptions & Disruptions (with all the noise- interruptions and disruptions become norm for infiltrating customer

network – yes, you need a prospect, customer infiltrating strategy – you must be invited) Co-Surfing (surfing as a community – yes – this is think like a customer – as a group we are now surfing – yes – some of

you were doing this by yourselves before this slide – stats say 60% since I started speaking – this isn’t gotcha – it’s normal…now) Community Surfing – (Social reviews, multiple/intent driven profiles – don’t trust internet stats or traditional reporting –

everything is distorted – so what do you measure?) Hoffman’s Geeky Customer Experience Hobby ( 7 years research on customer experience – access

to major companies and brands and being a customer…and a bit of a measurement geek get's me a book, a formula and insight

into where YOUR customers are going next – and where they are not going) “Customer Experience” Are We Talking About the Same Thing? (The CEM problem –

customer experience analysis and planning needs to be serious and scientific – Customer experience consumes hundreds of

billions of expense $ and holds a multiple in potential revenue dollars) Free is the new “Black” – (Free is a business and likely a competitor – but free is a real trend for 2012-13 )

We Interrupt this presentation for

context – context big nd essential

Let’s surf - shared experiences big

Geeky Customer Tools

Back to customer experience……

Back to apps – Did I mention apps are FREE

2012 – FREE is the new black

Continue to NACCM Part 4

Continue to Part 4: Customer Frameworks + Algorithms +

Customer Geniuses; Summary & Additional Predictions