from circulation to customer experience: a new model for a new paradigm - mark josephson - bitly
TRANSCRIPT
From Circulation to Customer Experience
Mark Josephson, CEO, Bitly@markjosephson
A New Paradigm
Consumer-centric
The Trends
Fragmentation
@markjosephson
Customer
Business
@markjosephson
Customer
Business
@markjosephson
We are in the age ofMe, not We.
@markjosephson
Cust
omer
Businessblogsnapcha
t
sms
video
apple
JULIE HANSEN, President and COO at Business Insider.
"There's just this kind of growing frustration.
There are so many platforms with so many people, yet they're not
reflected in the numbers."
@markjosephson
Customer Experience is KING.
cus tom er ex pe ri ence
GARTNER
Customer’s perceptions and related feelings caused by the one-off and cumulative effectof interactions with a supplier’s employee’s, channels, or products.
noun
@markjosephson
http://travelwithgrant.boardingarea.com/
@markjosephson
http://media-cdn.tripadvisor.com
@markjosephson
United delivers flight delays to customers with Bitlinks
@markjosephson
Bitly’s Link to CX
The Bitlink drives the user directly to flight details
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#winning snapchat
@markjosephson
advertisement
#winning voice
#winning sms
@markjosephson
Anatomy of Good CX
Platform-distributed
Anticipate customer needs
Match Content to Channels
Leverage Behavioral Data
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Your Action Plan
@markjosephson
@markjosephson
Your Action Plan1
Own your customer data.
Create a Frictionless, Multichannel Experience.
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Your Action Plan2
Sell more Stuff.
@markjosephson
Your Action Plan3
@markjosephson
thank you.@markjosephson