Enhancing Customer Service using Backyard Ingredients CONSULTING.
Customer Festival Asia 2014 Enhancing The Customer Journey FINAL
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Transcript of Customer Festival Asia 2014 Enhancing The Customer Journey FINAL
@danlee888
DANIEL LEE DIRECTOR - DIGITAL PROJECTS APMEA, McDONALD’S
ENHANCING THE CUSTOMER JOURNEY
WITH SOCIAL, MOBILE & DIGITAL EXPERIENCES
Daniel Lee Senior Director, Digital Experience Lead APMEA McDonald’s
Asia’s Customer Festival, October 2014
@danlee888
McDONALD’S SURPRISE ALARM !
FIND THE INTERSECTION BETWEEN YOUR BRAND AND YOUR CUSTOMER’S DAILY LIFE
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McDONALD’S SURPRISE ALARM !
!Brand Challenge Make breakfast at McDonald’s
relevant to new customers
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83 percent of people between the
ages of 18 and 29 use their mobile phones to
wake up in the morning
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McDONALD’S SURPRISE ALARM !
FIND THE INTERSECTION BETWEEN YOUR BRAND AND YOUR CUSTOMER’S
DAILY LIFE
PERFECT INTERSECTION WORD OF MOUTH
DRIVES TO ACTION IN STORE
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EMLINGS !
THE CUSTOMER JOURNEY DOESN’T END AT THE DESTINATION
FUN (BUT WITH A
PURPOSE)
LEVERAGES BRING YOUR OWN
DEVICE (BYOD)
THE EXPERIENCE IS A PLATFORM
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#BETTER TOGETHER !
THE BEST JOURNEYS ARE WITH FRIENDS
THE BRAND IS THE HERO
WE ALL SHOULD SPEND MORE TIME
WITH FRIENDS!
REAL WORLD CONNECTIONS
TRUMPS DIGITAL
@danlee888
FIND THE INTERSECTION
BETWEEN YOUR BRAND AND YOUR
CUSTOMER’S DAILY LIFE
THE CUSTOMER JOURNEY DOESN’T
END AT THE DESTINATION
THE BEST JOURNEYS ARE WITH FRIENDS
@danlee888
THE CUSTOMER JOURNEY!
DIGITAL EXPERIENCES!
PHYSICAL EXPERIENCES!
THE MOST POWERFUL CUSTOMER JOURNEYS BRIDGE PHYSICAL AND DIGITAL EXPERIENCES