The Customer Communication Journey*

* Caution: Interactive Presentation!

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… one of my very own customer communication journeys …

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… one of my very own customer communication journeys …

?

… one of my very own customer communication journeys …

... what is CCM anyway?

All textual communication of an organization with an outside individual or organization.

My Definition

Which Line is Longer?

> <

WRONG!

> <

How To Count To Three …

1 2

3 1

2 3

1 2

3

My Hidden Agenda

Everything Unlearn

Empowerment Business

Network

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Hier fehlt irgendwie ein Übergang

The of the nation

State

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#1 ... as always …

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Groundhog Day

Ever became

„Triple Play“

customer

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2 days later: Order confirmation unlimited calls

2 days later: Order confirmation SwisscomTV

2 days later : Tech change letter

4 days later : Modem DSL

2 days later : Setup Box SwisscomTV

Plug in. Does not work. Call Hotline (Date on letter)

4 days later : Tech change Mail (processed)

2 days later : Activation unlimited calls, Mail & SMS

14 days later : Grooming SMS

2 days later : Grooming letter

… 4 letters, 2 mails,

2 SMS, 2 packages,

1 call und

34 days later

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State

of the

1 shipping

What became of 4 letters, 2 Mails, 2 packages and 1 call?

2 mails 1 SMS & 0 letters

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#2 ... huge quantities …

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not enough?

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#Proposals

#BIs

307 70%

189 80%

70% automation possible

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40PY 20% Time for Proposals

8 new sales people

Savings

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#3 ... CCM = Document = A4 …

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Telekom Case für ProAktive Kundenkommunikation

Goldfinger

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„The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food

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„The Mobile Customer Experience Report“ from Textlocal August 2013 http://www.textlocal.com/mobile-marketing-guides/infographic-fast-food

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Hier kommt ein Bild von unseren Freunden der Telekom hin

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… some thoughts I would like to share …

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Dear Customer,

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To Customer

From Customer

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the People are Be where

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is key Relevance

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the right content

at the right time

on the right channel

Dialogue enabled

Formula

Customer Communication

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… but Marc, this is in fact quite Difficult …

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Hier Video Abspann (2min)

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Pictures

http://sxc.hu

http://www.ualberta.ca/~anaeth/images/Research_images/Candace%20project

.JPG

anton khoff photography

Google maps

http://www.projectappleseed.org/questionstudy.jpg

References