user experience - it's not all about the user
DESCRIPTION
Seminar at Creuna together with my colleague Ali Ivmark. We talk about how user experience has evolved during the last couple of years and how it now needs to be a part of your strategy and a differentiation towards your competition.TRANSCRIPT
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Engagement Plan
Brought to you by Liljedal & Ivmark
UX IT’S NOT ALL ABOUT THE USER
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Engagement Plan
Hi! I’m
@andersliljedal
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Engagement Plan
Hi! I’m Ali
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Engagement Plan
UXIT’S NOT ALLABOUT THEUSER
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© Creuna 2011
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BUILDING FLUID CUSTOMER EXPERIENCES THEY CAN EMBRACE, INFLUENCE AND RECOMMEND
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© Creuna 2011
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AND DEVELOPING PROGRESSIVE AND RESPONSIVEBUSINESS PLANS
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Engagement Plan
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Engagement PlanWHAT ISCX?
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Engagement Plan
CXIT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE BRAND EXPERIENCE OVER TIME....
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Engagement Plan
CXIT’S MORE THAN THE SUM OF ALL THEIR EXPERIENCES COMBINED ACROSS A SINGLE BRAND...
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Engagement Plan
CXIT IS IN FACT THE BASIS FOR BUILDING YOUR BUSINESS IN A MORE RELEVANT, RESPONSIVE AND COMPETITIVE WAY
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Engagement Plan
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Engagement Plan
EVOLVING THE CUSTOMER EXPERIENCE IS FUNDAMENTAL TO BUSINESS DEVELOPMENT
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© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
ENGAGEMENT PLAN
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ENGAGEMENT PLAN
ADOPTION ADVOCACY LOYALTYAWARENESS
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ADOPTION
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ADOPTIONDEVELOP IN A MANNER THAT IS RELEVANT AND ACCESSIBLE
Make it easy and compelling to adopt!
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ADVOCACYINTEGRATE KEY MARKETING OPPORTUNITIES INTO THE PRODUCT
Make it easy to spread the word!
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LOYALTYBUILD IN CUSTOMER INCENTIVES, DEALS AND REWARDS
Give them something to rave about!
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AWARENESSUSE YOUR EXISTINGCUSTOMERS TO RECRUIT NEW ONES
Praise them like you would want praise in return!
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BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES
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LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET
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© Creuna 2011
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TRACK, MONITOR AND MEASURE ALONG THE WAY...
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© Creuna 2011
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TO INCREASE CUSTOMER AND BUSINESS VALUE
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Engagement PlanIT’S ALL GOOD IN THEORY!
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© Creuna 2011
Engagement Plan
AMAZON
ADOPTION ADVOCACY LOYALTYAWARENESS
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Engagement Plan
AMAZON / ADOPTION
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Engagement Plan
AMAZON / ADVOCACY
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Engagement Plan
AMAZON / LOYALTY
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Engagement Plan
AMAZON / AWARENESS
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Engagement Plan
NETFLIX vs BLOCKBUSTER
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© Creuna 2011
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NETFLIX
Be everywhere
Recommendations
Has everything
Be nice...
Get people talking
Experience
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Engagement Plan
DROPBOX vs YOUR CONSCIENCE
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© Creuna 2011
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DROPBOX
MagicRecruit
Sharing Listen
Don’t pay for it
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Engagement Plan
BANK SIMPLE vs CORP BANKING
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BANK SIMPLE
Mobile first
No bank-termsSpread
Look goodReal people,
quick answers
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SUMMARY
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Engagement PlanINVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING YOUR SERVICES FOR THEM – VITAL
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Engagement Plan
KEY TAKE-AWAYS
ENGAGE YOUR CUSTOMERS
CHALLENGE THE NORM
BE PREPARED TO LEARN AS YOU GROW
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