Will You Be Customer Worthy in 2012 3 of 6 MRHoffman NACCM detailed speaker notes part 3 of 6

Customer Worthy in 2012? (part 3 of 6) Part 3: Interruptions & Disruptions (with all the noise- interruptions and disruptions become norm for infiltrating customer network – yes, you need a prospect, customer infiltrating strategy – you must be invited) Co-Surfing (surfing as a community – yes – this is think like a customer – as a group we are now surfing – yes – some of you were doing this by yourselves before this slide – stats say 60% since I started speaking – this isn’t gotcha – it’s normal…now) Community Surfing – (Social reviews, multiple/intent driven profiles – don’t trust internet stats or traditional reporting – everything is distorted – so what do you measure?) Hoffman’s Geeky Customer Experience Hobby ( 7 years research on customer experience – access to major companies and brands and being a customer…and a bit of a measurement geek get's me a book, a formula and insight into where YOUR customers are going next – and where they are not going) “Customer Experience” Are We Talking About the Same Thing? (The CEM problem – customer experience analysis and planning needs to be serious and scientific – Customer experience consumes hundreds of billions of expense $ and holds a multiple in potential revenue dollars) Free is the new “Black” – (Free is a business and likely a competitor – but free is a real trend for 2012-13 )

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Part 3 of 6 Customer Experience Predictions and Trends for 2012 2013. Hoffman ties Occupy Wall Street movement, Free Apps and internet community to overall customer movement and customer experience shaping for 2012. Free is the new black - is a recurring theme and a new customer demand that companies must address. Also discusses the confusion around 'customer experience' as a legitimate management discipline.

Transcript of Will You Be Customer Worthy in 2012 3 of 6 MRHoffman NACCM detailed speaker notes part 3 of 6

Page 1: Will You Be Customer Worthy in 2012 3 of 6 MRHoffman NACCM detailed speaker notes part 3 of 6

Customer Worthy in 2012? (part 3 of 6)

Part 3: Interruptions & Disruptions (with all the noise- interruptions and disruptions become norm for infiltrating customer

network – yes, you need a prospect, customer infiltrating strategy – you must be invited) Co-Surfing (surfing as a community – yes – this is think like a customer – as a group we are now surfing – yes – some of

you were doing this by yourselves before this slide – stats say 60% since I started speaking – this isn’t gotcha – it’s normal…now) Community Surfing – (Social reviews, multiple/intent driven profiles – don’t trust internet stats or traditional reporting –

everything is distorted – so what do you measure?) Hoffman’s Geeky Customer Experience Hobby ( 7 years research on customer experience – access

to major companies and brands and being a customer…and a bit of a measurement geek get's me a book, a formula and insight

into where YOUR customers are going next – and where they are not going) “Customer Experience” Are We Talking About the Same Thing? (The CEM problem –

customer experience analysis and planning needs to be serious and scientific – Customer experience consumes hundreds of

billions of expense $ and holds a multiple in potential revenue dollars) Free is the new “Black” – (Free is a business and likely a competitor – but free is a real trend for 2012-13 )