Playground Lessons for crafting richer customer experience
-
Upload
edward-bothma -
Category
Marketing
-
view
263 -
download
5
description
Transcript of Playground Lessons for crafting richer customer experience
How Playground lessons can help us craft a richer customer experience
© 2014 Effective Intelligence®
Edward BothmaBusiness Development ManagerEffective Intelligence
Imagine a ‘kiddies’ party…
Seemingly thousands of children, screaming with excitement and high on sugar…
are simultaneously having hundreds of conversations and instantly making as many new friends,
They unknowingly transform pure chaos into a meaningful and rewarding experience…
… a highly desirable capability to have in business
What children can teach business, about rewarding experiences
You know her, you’re are in control, you're her favourite
Dream customer…
In Reality...You are out-numbered, they are in control, each wants to be heard, each has unique demands…
©
…and if you forget to listen,
you may just be dealing with
this guy !
Customer Experience
The thing we need to do differently is
LISTEN.1. We have to know WHERE to listen
2. We have to know WHAT to listen for
3. We have to know what to DO with the information
4. We have to know what we will SAY
5. We have to know how we will REACT
Q: What are the five most important considerations for planning your omni-channel customer experience strategy ?
Enter - Orchestration Hub’s (OH)
“ Real-time customer
engagement platforms
that allow organisations
to orchestrate customer
journeys and experiences
across their client
systems, data and
touch points. “
(OH) ApplicationsL I S T E N > E N H A N C E > A N A L Y S E > D E C I D E > A C T
chiefmartek.com
“I think the concept of marketing orchestration platforms are
incredibly promising.
“To me, they are a part of this emerging category of “marketing
middleware” — software that helps you connect all the other
software applications in your marketing technology stack and, in
doing so, makes all of them work more effectively together.
Scott Brinker of Chief Marketing Technologist
5 Take Away Key Points
1. Think differently about the way you listen
2. Listen everywhere, all at once, respond immediately
3. Enhance your understanding of your customer with
analytics
4. Move continuously toward data driven decision making
5. Automate repeatable communication processes
Here are 5 key considerations for instrumenting an ‘Orchestrated’ approach to managing Omni-channel Customer Experience
Questions ?
Thank you
Ed BothmaEffective Intelligence
Skype: ed_Bothma@EdwardBothma
Email: [email protected]