sxsw: is your customer experience technology helpful or creepy?
TRANSCRIPT
We sent our CEO and Chief Customer Experience Investigator™ Jeannie Walters to South By Southwest Interactive to scout for customer-focused themes within the latest tech trends.
How can we leverage new technology to deliver a great customer experience without going overboard?
Privacy issues
Shifts in social engagement
Increased convenience
Enhanced personalization
“Trendy” innovation
Diversity (or lack of it)
CustomerExperienceInvestigator™
When using new technology for business, consider the emotional impact of:
of connected consumers want more transparency
regarding use of the information
they provide.
68%
Do your customers really understand what opting in means?
Accenture
iBeacons, which send location-specific messages to users via a mobile app, are taking retailers by storm.
Would your customers find it helpful, or creepy?
Image by jnxyz via Flickr
This app will send you messages and offers based on your location.
Make sure your customers know what to expect.
Transparency is crucial to success.
“A lack of transparency results in disrupt and a deep sense of insecurity.”-Dalai Lama
Image by Luca Galuzzi via Wikimedia Commons
of social consumers want access to well-trained customer service reps
or product experts.
31%
Do your followers find pertinent information about the products they care about?
Accenture
…or tons of ads and brand-obsessed content?
It’s all about adorable me!
Image by angelaathomas via Flickr
“…the human brain doesn't change when you start using the internet [vs] talking to a person. You can either leverage that psychology and make sure that you're connecting with people on their terms…or not.”-Andy Crestodina
Understand why they “like” and “follow” you.
Listen to the full interview onCrackTheCustomerCode.com
of millennials strongly value a more personalized
experience.
90%
Using data to create seamless experiences is definitely appreciated. But…
Etailing Group
“I never said, 'I want to be alone.' I only said 'I want to be let alone!' There is all the difference.”-Greta Garbo
Know where the line is...
…it’s critical to maintain relationships.
Public domain image via Wikimedia Commons
Hey, Jake!How about some tuna?
Fresh catch today, Jake!
Hungry, Jake?We have two words:
Tuna. Yum.
Image by dennis via Flickr
of consumers become more likely to buy after seeing
the same targeted admultiple times.
10%
Customers appreciate personalized experiences, but is that what yourcustomers need?
only
Digital Strategy Consulting
“You can't make positive choices for the rest of your life without an environment that makes those choices easy, natural, and enjoyable.”-Deepak Chopra
Don’t overcomplicate the customer journey for the sake of personalizing it.
Image by Mitchell Aidelbaum via Wikimedia Commons
of consumers in the U.S. have ever scanned a
QR code.
19%
How, if at all, will the new technology actually serve your customer?
only
eMarketer
“We’re so trendy we can’t even escape ourselves.”-Kurt Cobain
Trends will come and go.
Knowing which trends will stay is an art.
Image by Kurdonal8794via Wikimedia Commons
Highly diverse teams are 13times more likely to be
engaged than lessdiverse teams.
13x
Do your designers and developers represent one homogeneous group?
RoundPegg
“In diversity there is beauty and there is strength.”-Maya Angelou
Build better experiences from the ground up.
Image by unknown artist via Wikimedia Commons
Diversify as early as possible.
They address the needs of the world.
Public domain image via Wikimedia Commons
“Necessity is the mother of invention.”-Plato
of companies consider themselves customer experience leaders. But 58% (you?) hope to be
CX leaders within3 years.When was the last time
you mapped your digital customer experience?
6%only
Temkin Group
of unhappy customers will tell you what’s wrong. 4%
The other 96%? We walk in their shoes to give you the vital feedback they won’t.
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CXIDigital Experience MappingWe use more than 16 years of expertise to drill down to what matters most to customers, and your future.
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“We saw numerous results…improvements in how we communicated with our customers at Citrix, improvements to our website and many more.”-Tabitha Dunn, VP of Customer Experience | Concur
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