will you be customer worthy in 2012 detailed notes 6 of 6

Customer Worthy in 2012? (part 6)

Part 6 of 6: Customer Experience Framework (CxC Matrix repeated)Algorithms for 2012 (algorithm wrapped in App wrapped in game 20 questions)Customer Experience Algorithm (predicts what customers will do,

when….and what they will not do)2012-13 Year of Customer Geniuses Feed Passion & Creativity in Structure Customer Worthy @ Each Touch

Continuous testing – failing fast – identifying genius is competitive advantage

Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do

The Customer Experience Algorithm predicts what customers will/will not do next at every contact

Passion: Contact Creativity & Choreography

Creativity + Multi-Channel Execution

Identify and Recognize Geniuses

identify, promote and connect geniuses across your customer experience – internal & external

Be customer worthy at each contact

1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize

them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting

CUSTOMER WORTHY in 2012?

Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation Contact Michael R Hoffman at 908.542.1134 for more information