NOLTE&LAUTH The Customer Experience Engine - CQ 5
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Transcript of NOLTE&LAUTH The Customer Experience Engine - CQ 5
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USING THE NOLTE&LAUTH
CUSTOMER EXPERIENCE ENGINE
TO BOOST YOUR GLOBAL
CQ5 MULTI-BRAND PLATFORM
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DIGITAL BRANDING IN 2003
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BROCHURE MEETS INTERNET
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SALES EXPERIENCE ONLY AT THE DEALERSHIP
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ALL-IN-ONE CQ SOLUTION
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AND IF YOU HAD ANY PROBLEMS...
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7 YEARS LATER...
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A CUSTOMER EXPERIENCE IN CHICAGO...
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THE CUSTOMER EXPERIENCE HAS CHANGED
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LET‘S GO DIGITAL!
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BRAND
WHAT DRIVES THE DIGITAL CUSTOMER EXPERIENCE?
PRODUCT
SALES DIALOG
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UNIQUENESS
BRAND
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ACCESSIBILITY
PRODUCT
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INDIVIDUALITY
SALES DIALOG
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HOW DOES THAT WORK ON A GLOBAL BASIS?
BRAND
PRODUCT
SALES DIALOGLOCATION
LANGUAGE
INTERFACE
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SUSTAIN
ROLL-OUT
PLATFORM
CUSTOMER EXPERIENCE
PLATFORMOPERATIONS
WHAT DECISIONS COMBINE THE HIGHEST FLEXIBILITY
IN CUSTOMER EXPERIENCE DESIGN WITH EFFICIENT AND EFFECTIVE
PLATFORM OPERATIONS?
CUSTOMER EXPERIENCE
ENGINE
SALES DIALOG
PRODUCT
BRAND
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GENERAL MOTORS - MULTI-BRANDING EXPERIENCE
• Over 48 countries, 40 languages, 4 brands in 1 year
• Overall Roll-Out goals: 7 brands, > 500 websites to be integrated
• Based on CQ 5.2 using the Multi-Site-Manager
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GM BRANDING STRATEGY
1 set of templates shared
by all brands and markets.
From 75 pages of the
experience design to 16
templates.
Individual brand parameters
and template configuration.
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BUICK
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VAUXHALL
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CHEVROLET MIDDLE EAST
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OPEL WORLDWIDE – UNIQUE MARKET CONTENT
Strong market
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ACCESS PRODUCT DATA
1 central product data
supply mechanism.
Placeholder framework to
individually design the
customer experience.
Reducing complexity and
boosting the roll-out.
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PRODUCT DATA TO ENABLE SHOPPING TOOLS
Overall product data
strategy enables new
shopping tools on a
global scale.
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FRANKE GROUP - MULTI-DIVISION EXPERIENCE
• Global relaunch of international and country websites with more than 6 divisions
• One centrally managed product data base
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FRANKE – INDIVIDUAL PRODUCT EXPERIENCE
Different products.
Different customers.
One platform.
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FRANKE – INDIVIDUAL PRODUCT EXPERIENCE
Frontend design
customized for customer
experience.
One Data supply.
Individual experience.
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MERCEDES-BENZ - MULTI-SALES-LEVEL EXPERIENCE
• Maximum brand experience on all sales levels
• More than 1500 websites including all sales levels
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MERCEDES-BENZ - BRANDED CUSTOMER EXPERIENCE
Template strategy aligned
with customer touchpoints.
Learning process from 75
templates to 5 and back.
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MERCEDES-BENZ - PRODUCT EXPERIENCE
Full CG strategy enabling
the customer experience
worldwide.
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MERCEDES-BENZ - SALES EXPERIENCE
Focus on MB-owned
customer experience
before integrating 3rd
Party personalization.
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SO, HOW WOULD YOU ANSWER THE FOLLOWING
QUESTIONS?
What is my customer experience strategy for the next 3 years?
What is my content and platform strategy for the next 3 years?
Who will form those two strategies into one?
If you are struggling to answer these questions, we suggest to...
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... HIRE THE A-TEAM ... OR ...
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... STEP BACK TO SEE THE BIG PICTURE. THANK YOU.
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NOLTE&LAUTH
DigitalDigital first - Focus on
customer experience
design.
BusinessDigital consulting
experts following a top
management approach.
DevelopmentGetting things done -
Known as catalyst in
complex projects.
PartnerAt eye level.
Reliable.
Independent.
WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF
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NOLTE&LAUTH
DIGITAL EXPERIENCE
DIGITAL CONSULTING
DIGITAL SERVICES
Text
WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF TM