Will You Be Customer Worthy in 2012 Detailed notes 6 of 6
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Transcript of Will You Be Customer Worthy in 2012 Detailed notes 6 of 6
Customer Worthy in 2012? (part 6)
Part 6 of 6: Customer Experience Framework (CxC Matrix repeated)Algorithms for 2012 (algorithm wrapped in App wrapped in game 20 questions)Customer Experience Algorithm (predicts what customers will do,
when….and what they will not do)2012-13 Year of Customer Geniuses Feed Passion & Creativity in Structure Customer Worthy @ Each Touch
Continuous testing – failing fast – identifying genius is competitive advantage
Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do
The Customer Experience Algorithm predicts what customers will/will not do next at every contact
Passion: Contact Creativity & Choreography
Creativity + Multi-Channel Execution
Identify and Recognize Geniuses
identify, promote and connect geniuses across your customer experience – internal & external
Be customer worthy at each contact
1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize
them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting
CUSTOMER WORTHY in 2012?
Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation Contact Michael R Hoffman at 908.542.1134 for more information