Serving the Connected Customer
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12-Sep-2014 -
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Business
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Transcript of Serving the Connected Customer
SERVINGTHE CONNECTEDCUSTOMERPAUL TAYLOR
INNOVATION COACH BROMFORD
A TYPICAL PERSON CHECKS THEIR MOBILE 150 TIMES PER DAY. BUT RARELY USES IT TO TALK TO PEOPLE
@PAULBROMFORD
GET SOCIAL
EMBRACE DISRUPTION
KEEP REPEATING THIS: ALIGN YOUR STRATEGY AND BUSINESS GOALS IT MAY NEED REVIEWING HAVE A FLEXIBLE VISION KEEP REVISITING IT SECURE BUY-IN FROM EXECUTIVES AND MIDDLE MANAGERS HAVE A CLEAR PROJECT ROADMAP BUT BE PREPARED TO GO OFF-ROAD GIVE PEOPLE GUIDELINES NOT POLICY AGREE RESOURCES AND THE TOOLS FOR THE JOB FAILURE IS OK
KILL THINGS QUICKLY
27% OF GLOBAL EXECS SAY DIGITAL TRANSFORMATION IS “A MATTER OF SURVIVAL”
WE NEED TO (STOP) TALK(ING) ABOUT #SOCIALMEDIA
OUR FUTURE CUSTOMERS ARE PERMANENTLY CONNECTED
THE I-POTTY – FROM SWIPE TO WIPE
THE MULTIPLICITY OF SCREENS: 25% OF YOUNG ADULTS ARE CONNECTING FROM 4+ DEVICES EACH WEEK
SHE LOVES SNAPCHAT, VINE, INSTAGRAM, HAIR SALON AND WHATSAPPSHE’S NOT ON TWITTER OR FACEBOOK
SHE LOVES WORLD OF WARCRAFT , PINTEREST , RUNS A BLOG ON DEMENTIA AND HAS 5,000 TWITTER FOLLOWERS
THE NEW WORLD: PROJECTS THAT ARE SAFE TO FAIL AND QUICK TO KILL
@PAULBROMFORD
NOT
SO
#FUTURETECH
THIS IS ME IN #INDONESIA IN 2O13
#WEARABLETECH
#QUANTIFIEDSELF
CUSTOMERS WILL ADAPT TO AN ONLINE RELATIONSHIP VERY EASILY – WHATEVER THEY SAY
DO OUR PEOPLE HAVE THE TOOLS TO DO THE JOB?
THE VIRTUAL OR EVEN ROBOTIC RELATIONSHIP IS NOT A FANTASY
WE CAN START USING SOCIABLE ROBOTS TO REDUCE THE NEED FOR HUMANS
OR CONTINUE GIVING CUSTOMERS “HUMAN BY DEFAULT”
IF WE CAN AFFORD TO
@PAULBROMFORD
CONNECTED
CUSTOMER
SERVICE
ALIGN BUSINESS GOALSFLEXIBLE VISIONSECURE BUY-INPROJECT ROADMAPGUIDELINES NOT POLICYTOOLS FOR THE JOBFAILURE IS OK – KILL THINGS QUICKLY
#WONGA – THE BEST MONEY LENDING SERVICE IN THE UK (SAY 90% OF THEIR CUSTOMERS)
AMAZON #INNOVATION
COMPARING YOUR CUSTOMER ONLINE EXPERIENCE TO THE BEST
MAKE EVERY DUMB TOUCHPOINT SMART
90% OF ALL INTERNET TRAFFIC IN 2017 WILL BE VIDEO #DEATHOFTHECALLCENTRE?
DIGITAL GIVES US AN OPPORTUNITY TO MAKE DIFFICULT LIVES EASIER AND BRING THE DISCONNECTED TOGETHER
IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL DOOMSDAY CLOCK
START SERVINGTHE CONNECTEDCUSTOMER
THANKS
PLEASE CONNECT ONLINKEDINGOOGLE+TWITTER
PAUL TAYLOR
INNOVATION COACH BROMFORD