Suche senden
Hochladen
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
•
71 gefällt mir
•
7,573 views
Michael Hinshaw, CEO McorpCX
Folgen
Business
Bildung
Melden
Teilen
Melden
Teilen
1 von 33
Empfohlen
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Michael Hinshaw, CEO McorpCX
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...
Vivastream
Don Peppers Death by Tweet
Don Peppers Death by Tweet
smics2011
Utilising mobile to serve loyal customers
Utilising mobile to serve loyal customers
DSG
Price as a variable in online consumer trade offs-v4
Price as a variable in online consumer trade offs-v4
jessie714
Generic zipcash credentials-digi agency
Generic zipcash credentials-digi agency
ZipCash Card Services Pvt. Ltd.
Generic zipcash - activation -latest jan 2012
Generic zipcash - activation -latest jan 2012
ZipCash Card Services Pvt. Ltd.
Haggle
Haggle
HaggleApp
Empfohlen
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Michael Hinshaw, CEO McorpCX
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...
Vivastream
Don Peppers Death by Tweet
Don Peppers Death by Tweet
smics2011
Utilising mobile to serve loyal customers
Utilising mobile to serve loyal customers
DSG
Price as a variable in online consumer trade offs-v4
Price as a variable in online consumer trade offs-v4
jessie714
Generic zipcash credentials-digi agency
Generic zipcash credentials-digi agency
ZipCash Card Services Pvt. Ltd.
Generic zipcash - activation -latest jan 2012
Generic zipcash - activation -latest jan 2012
ZipCash Card Services Pvt. Ltd.
Haggle
Haggle
HaggleApp
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
Michael Hinshaw, CEO McorpCX
March 2013 customer experience innovation
March 2013 customer experience innovation
Jeannie Walters, CCXP
Customer Experience Innovation
Customer Experience Innovation
Sinergia Labs
Customer Experience, Culture & Innovation
Customer Experience, Culture & Innovation
Lisa Church
Proving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCX
Michael Hinshaw, CEO McorpCX
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
Vibhuti Garg
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
B&T Magazine
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Marco Ajovalasit
Adobe Digital Publishing Summit
Adobe Digital Publishing Summit
Steven Hallam
Harnessing Social Media - Shared Services & Outsourcing Network
Harnessing Social Media - Shared Services & Outsourcing Network
Steven Hallam
Customer Experience Management
Customer Experience Management
charlotte_richards
Innovation in Customer Experience Design - Conference Insights
Innovation in Customer Experience Design - Conference Insights
Kay Valenzuela Experta en Experiencias de Servicio Conferencista
Will Software eat your CEO?
Will Software eat your CEO?
Fabernovel
Digital Disruption of the Book Publishing Industry
Digital Disruption of the Book Publishing Industry
GiantSteps Media Technology Strategies
The digital strategy innovation summit
The digital strategy innovation summit
Capgemini
Malang Digital Core - Business Model Navigator
Malang Digital Core - Business Model Navigator
Evans Winata
What's The Future of Advertising?
What's The Future of Advertising?
Tim Brunelle
A Portfolio Strategy To Execute Digital Transformation
A Portfolio Strategy To Execute Digital Transformation
Capgemini
Transformación Digital - Whitepaper Territorio creativo
Transformación Digital - Whitepaper Territorio creativo
Good Rebels
Customer Experience Differentiation: Innovation for Mutual Value Creation
Customer Experience Differentiation: Innovation for Mutual Value Creation
ClearAction
Going mobile world travel market november 2012
Going mobile world travel market november 2012
Stefan Rust - Exicon Leading digital portfolio management
ZMAZZ Vision
ZMAZZ Vision
ZMAZZ Mobile Payments
Weitere ähnliche Inhalte
Andere mochten auch
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
Michael Hinshaw, CEO McorpCX
March 2013 customer experience innovation
March 2013 customer experience innovation
Jeannie Walters, CCXP
Customer Experience Innovation
Customer Experience Innovation
Sinergia Labs
Customer Experience, Culture & Innovation
Customer Experience, Culture & Innovation
Lisa Church
Proving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCX
Michael Hinshaw, CEO McorpCX
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
Vibhuti Garg
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
B&T Magazine
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Marco Ajovalasit
Adobe Digital Publishing Summit
Adobe Digital Publishing Summit
Steven Hallam
Harnessing Social Media - Shared Services & Outsourcing Network
Harnessing Social Media - Shared Services & Outsourcing Network
Steven Hallam
Customer Experience Management
Customer Experience Management
charlotte_richards
Innovation in Customer Experience Design - Conference Insights
Innovation in Customer Experience Design - Conference Insights
Kay Valenzuela Experta en Experiencias de Servicio Conferencista
Will Software eat your CEO?
Will Software eat your CEO?
Fabernovel
Digital Disruption of the Book Publishing Industry
Digital Disruption of the Book Publishing Industry
GiantSteps Media Technology Strategies
The digital strategy innovation summit
The digital strategy innovation summit
Capgemini
Malang Digital Core - Business Model Navigator
Malang Digital Core - Business Model Navigator
Evans Winata
What's The Future of Advertising?
What's The Future of Advertising?
Tim Brunelle
A Portfolio Strategy To Execute Digital Transformation
A Portfolio Strategy To Execute Digital Transformation
Capgemini
Transformación Digital - Whitepaper Territorio creativo
Transformación Digital - Whitepaper Territorio creativo
Good Rebels
Customer Experience Differentiation: Innovation for Mutual Value Creation
Customer Experience Differentiation: Innovation for Mutual Value Creation
ClearAction
Andere mochten auch
(20)
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
March 2013 customer experience innovation
March 2013 customer experience innovation
Customer Experience Innovation
Customer Experience Innovation
Customer Experience, Culture & Innovation
Customer Experience, Culture & Innovation
Proving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCX
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
ritchie_Got Skills Managing the Skills Gap in your organization_5_18_16
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transfo...
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Design_and_competitive_advantage - Claudio Dell'Era at HCDI seminar 30 April ...
Adobe Digital Publishing Summit
Adobe Digital Publishing Summit
Harnessing Social Media - Shared Services & Outsourcing Network
Harnessing Social Media - Shared Services & Outsourcing Network
Customer Experience Management
Customer Experience Management
Innovation in Customer Experience Design - Conference Insights
Innovation in Customer Experience Design - Conference Insights
Will Software eat your CEO?
Will Software eat your CEO?
Digital Disruption of the Book Publishing Industry
Digital Disruption of the Book Publishing Industry
The digital strategy innovation summit
The digital strategy innovation summit
Malang Digital Core - Business Model Navigator
Malang Digital Core - Business Model Navigator
What's The Future of Advertising?
What's The Future of Advertising?
A Portfolio Strategy To Execute Digital Transformation
A Portfolio Strategy To Execute Digital Transformation
Transformación Digital - Whitepaper Territorio creativo
Transformación Digital - Whitepaper Territorio creativo
Customer Experience Differentiation: Innovation for Mutual Value Creation
Customer Experience Differentiation: Innovation for Mutual Value Creation
Ähnlich wie Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Going mobile world travel market november 2012
Going mobile world travel market november 2012
Stefan Rust - Exicon Leading digital portfolio management
ZMAZZ Vision
ZMAZZ Vision
ZMAZZ Mobile Payments
Mobile Payments Vision Euro-Wallet
Mobile Payments Vision Euro-Wallet
EuroWallet
Mobile Search and QR Codes
Mobile Search and QR Codes
pointit
Social Media Theatre: Less Communication is More Conversation
Social Media Theatre: Less Communication is More Conversation
TFM&A
Managing the Customer Experience from Prospect to Advocate
Managing the Customer Experience from Prospect to Advocate
Scott Liewehr
Next Generation Retail Q4 2010
Next Generation Retail Q4 2010
Ruth Pender
Next Generation Retail [Q4 2010]
Next Generation Retail [Q4 2010]
Ruth Pender
Distra empowers mobile payments
Distra empowers mobile payments
Distraslides
Pbm optism thomas_labarthe
Pbm optism thomas_labarthe
mobilesquared Ltd
Optism Permission Marketing Event 2011 Thomas Labarthe
Optism Permission Marketing Event 2011 Thomas Labarthe
Optism
Dealfish Kenya Presentation for MobileMonday Kenya by Moses Kemibaro on 21st ...
Dealfish Kenya Presentation for MobileMonday Kenya by Moses Kemibaro on 21st ...
Moses Kemibaro
Raam Thakrar - Touchnote presentation for TheBigM
Raam Thakrar - Touchnote presentation for TheBigM
Raam Thakrar
Digital Strategy: Week One
Digital Strategy: Week One
Emily Leahy-Thieler
Mobile market research: a new drink or old wine in a new bottle?
Mobile market research: a new drink or old wine in a new bottle?
Merlien Institute
Sxse1 hammersmith final
Sxse1 hammersmith final
Rob Bartlett
Presentatie Norm Rose - Travel Tech Consulting
Presentatie Norm Rose - Travel Tech Consulting
Strategiedag e-tourism - LAgroup & Waag Society
Mobile Payment - the new CRM
Mobile Payment - the new CRM
Oisin Lunny
Paul buchanan mobile_finalv
Paul buchanan mobile_finalv
Metro Screen
The State of Self-Service in 2021
The State of Self-Service in 2021
Aggregage
Ähnlich wie Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
(20)
Going mobile world travel market november 2012
Going mobile world travel market november 2012
ZMAZZ Vision
ZMAZZ Vision
Mobile Payments Vision Euro-Wallet
Mobile Payments Vision Euro-Wallet
Mobile Search and QR Codes
Mobile Search and QR Codes
Social Media Theatre: Less Communication is More Conversation
Social Media Theatre: Less Communication is More Conversation
Managing the Customer Experience from Prospect to Advocate
Managing the Customer Experience from Prospect to Advocate
Next Generation Retail Q4 2010
Next Generation Retail Q4 2010
Next Generation Retail [Q4 2010]
Next Generation Retail [Q4 2010]
Distra empowers mobile payments
Distra empowers mobile payments
Pbm optism thomas_labarthe
Pbm optism thomas_labarthe
Optism Permission Marketing Event 2011 Thomas Labarthe
Optism Permission Marketing Event 2011 Thomas Labarthe
Dealfish Kenya Presentation for MobileMonday Kenya by Moses Kemibaro on 21st ...
Dealfish Kenya Presentation for MobileMonday Kenya by Moses Kemibaro on 21st ...
Raam Thakrar - Touchnote presentation for TheBigM
Raam Thakrar - Touchnote presentation for TheBigM
Digital Strategy: Week One
Digital Strategy: Week One
Mobile market research: a new drink or old wine in a new bottle?
Mobile market research: a new drink or old wine in a new bottle?
Sxse1 hammersmith final
Sxse1 hammersmith final
Presentatie Norm Rose - Travel Tech Consulting
Presentatie Norm Rose - Travel Tech Consulting
Mobile Payment - the new CRM
Mobile Payment - the new CRM
Paul buchanan mobile_finalv
Paul buchanan mobile_finalv
The State of Self-Service in 2021
The State of Self-Service in 2021
Mehr von Michael Hinshaw, CEO McorpCX
Webinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of Work
Michael Hinshaw, CEO McorpCX
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
Michael Hinshaw, CEO McorpCX
How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)
Michael Hinshaw, CEO McorpCX
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
Michael Hinshaw, CEO McorpCX
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
Michael Hinshaw, CEO McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Michael Hinshaw, CEO McorpCX
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Michael Hinshaw, CEO McorpCX
Touchpoints: a Customer Experience Story | MCorp Consulting
Touchpoints: a Customer Experience Story | MCorp Consulting
Michael Hinshaw, CEO McorpCX
Mehr von Michael Hinshaw, CEO McorpCX
(8)
Webinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of Work
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Touchpoints: a Customer Experience Story | MCorp Consulting
Touchpoints: a Customer Experience Story | MCorp Consulting
Kürzlich hochgeladen
Marketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent Chirchir
ictsugar
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
ashishs7044
8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR
ashishs7044
PSCC - Capability Statement Presentation
PSCC - Capability Statement Presentation
Anamaria Contreras
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
dollysharma2066
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Voces Mineras
India Consumer 2024 Redacted Sample Report
India Consumer 2024 Redacted Sample Report
Mintel Group
8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCR
ashishs7044
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
callgirls2057
8447779800, Low rate Call girls in Tughlakabad Delhi NCR
8447779800, Low rate Call girls in Tughlakabad Delhi NCR
ashishs7044
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
dollysharma2066
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
Kirill Klimov
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
HajeJanKamps
Independent Call Girls Andheri Nightlaila 9967584737
Independent Call Girls Andheri Nightlaila 9967584737
Riya Pathan
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
pollardmorgan
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
ssuserf63bd7
Kenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby Africa
ictsugar
Japan IT Week 2024 Brochure by 47Billion (English)
Japan IT Week 2024 Brochure by 47Billion (English)
Data Analytics Company - 47Billion Inc.
Market Sizes Sample Report - 2024 Edition
Market Sizes Sample Report - 2024 Edition
Mintel Group
Corporate Profile 47Billion Information Technology
Corporate Profile 47Billion Information Technology
Data Analytics Company - 47Billion Inc.
Kürzlich hochgeladen
(20)
Marketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent Chirchir
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR
PSCC - Capability Statement Presentation
PSCC - Capability Statement Presentation
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQM
India Consumer 2024 Redacted Sample Report
India Consumer 2024 Redacted Sample Report
8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCR
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
8447779800, Low rate Call girls in Tughlakabad Delhi NCR
8447779800, Low rate Call girls in Tughlakabad Delhi NCR
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Independent Call Girls Andheri Nightlaila 9967584737
Independent Call Girls Andheri Nightlaila 9967584737
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
Kenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby Africa
Japan IT Week 2024 Brochure by 47Billion (English)
Japan IT Week 2024 Brochure by 47Billion (English)
Market Sizes Sample Report - 2024 Edition
Market Sizes Sample Report - 2024 Edition
Corporate Profile 47Billion Information Technology
Corporate Profile 47Billion Information Technology
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
1.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation: The New World of Customer Experience How your company can thrive in the rapidly evolving, digitally-driven customer experience era of tomorrow. CustomerThink’s 2011 Customer Experience Summit Keynote Presentation: Innovation in the Digital Age 10:47:23 Watched video attached to Pizza Box 10:48:31 Redeemed coupon for Paper Towels 10:48:59 Checked prices for Dog Food 10:49:07 Ordered Dog Food from Another Store 10:54:12 Started Car 10:54:42 Proceeded west on Main Street 10:55:12 Stopped at House for Sale 10:57:13 Requested Listing Details 10:57:18 Viewed Listing Details 10:57:45 Viewed Video Tour 11:02:42 Requested access to House 11:02:49 Security Status Verified 11:03:32 Entered House for Sale 11:18:29 Texted Wife, Sara Wolfram © 2011, MCorp Consulting. All Rights Reserved 11:18:57 Sara Accessed Online Tour 1 Page
2.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation Smart Customers Disruptive Innovation Smarter Experiences Act Smart Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 2
3.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers – we all – are getting “smarter” Welcome to your, your company, and your customer’s new world. 1) Time Magazine, December 2006 © 2011, MCorp Consulting. All Rights Reserved Page 3
4.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 No manuals. No keyboards. No limits. © 2011, MCorp Consulting. All Rights Reserved Page 4
5.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers expect to access your company at any time Remember when everyone watched the same TV show at the same time? Or when everyone did their banking between 9 am and 3 pm? No more. “I’m sorry, please call during normal office hours” will be a phrase no business dares utter. (Forever...) © 2011, MCorp Consulting. All Rights Reserved Page 5
6.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Customers expect to access your company from anywhere They want information. They transact. They look for help. 60% of 56% of Shoppers Mobile 70% of iPhone Mobile Believe Barcode Owners Use Buyers Do So Smartphones Scanning Apps While From Home1 Make Shopping2 Increased Shopping More Enjoyable 1600%3in In-Store4 2010 1) Ipsos/PayPal Survey 2011; 2) Lightspeed Research, 2011; 3) Scanbuy, as reported by Mobile Commerce Daily; 4) Accenture, as Reported by Internet Retailer 2010 © 2011, MCorp Consulting. All Rights Reserved Page 6
7.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 How? From any connected device Not just smart phones: All internet and network enabled devices. Global Mobile Data Traffic Growth By Device Type (2010 to 2015E) Petabytes Per Month © 2011, MCorp Consulting. All Rights Reserved Page 7
8.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Where’s all this going? © 2011, MCorp Consulting. All Rights Reserved Page 8
9.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation Smart Customers Disruptive Innovation Smarter Experiences Act Smart Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 9
10.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 “In most organizations, change only comes in two flavors: trivial and traumatic.” - Gary Hamel, Wall Street Journal, Sept. 29, 2009 © 2011, MCorp Consulting. All Rights Reserved Page 10
11.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Today, we are not discussing trivial changes © 2011, MCorp Consulting. All Rights Reserved Page 11
12.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Digital innovation is changing customer experience Virtual Life Customer Social Middleware Experience Shifting Time Remote Access © 2011, MCorp Consulting. All Rights Reserved Page 12
13.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 The balance is shifting... companies © 2011, MCorp Consulting. All Rights Reserved Page 13
14.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 In summary? The future gets here pretty fast… Facebook User Growth Chart (Dec. 2004 to Sept. 2011) Active Users (Millions) Source: www.benphoster.com/facebook-user-growth-chart-2004-2010/ © 2011, MCorp Consulting. All Rights Reserved Page 14
15.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 This all boils down to one critical point... Your customers are gaining control. © 2011, MCorp Consulting. All Rights Reserved Page 15
16.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation Smart Customers Disruptive Innovation Smarter Experiences Act Smart Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 16
17.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Strategies need to take smart customers into account Digital innovation is driving disruption in every industry... Welcome to “the age of the customer” Source: Forrester Research, Inc . “Competitive Strategy in the Age of The Customer” © 2011, MCorp Consulting. All Rights Reserved Page 17
18.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 What are your strategies for success? Meeting customer expectations and your business objectives. Business Brand Experience Digital Strategy Strategy Strategy Strategy What is your What are What is your plan How do digital strategy for customer for meeting channels help you business expectations of customer meet customer success? your brand? expectations? expectations? © 2011, MCorp Consulting. All Rights Reserved Page 18
19.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Quick Poll: Where does your company stand on strategy? Defined and Defined, Not Not Don’t Implemented Implemented Defined Know 1.Business Strategy 2.Brand Strategy 3.Customer Experience Strategy 4.Digital Strategy © 2011, MCorp Consulting. All Rights Reserved Page 19
20.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Your strategy is implemented through your touchpoints Which touchpoints will be most effective 5 years from now? Bonus question: Do you know which are most effective today? Products Retail Stores Static Print+Radio Ads Direct Mail Forms, Docs Sales Call Center Service Word-of-Mouth Brand Support Customer Experience Human Digital Apps Mobile “M2M” Devices Corporate Web Social Media Products © 2011, MCorp Consulting. All Rights Reserved Page 20
21.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 As customer’s change, touchpoints are changing as well. In the age of the smart customer, experiences must be smart, too. Seamless, integrated and consistent. What’s the customer journey through your lifecycle? Awareness Knowledge Consideration Selection Satisfaction Loyalty Advocacy Awareness Knowledge Consideration Selection Satisfaction Loyalty Advocacy Pre-Purchase Trial/Purchase Post-Purchase How do digital , What’s the right Which human and static combination of interactions drive touchpoints drive touchpoints to drive loyalty and awareness? consideration, or advocacy? selection? © 2011, MCorp Consulting. All Rights Reserved Page 21
22.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Traditional channels don’t easily support smart experiences Because experiences aren’t centered around the customer Experiences are inconsistent; handoffs aren’t seamless Call Center Products Digital Retail Service © 2011, MCorp Consulting. All Rights Reserved Page 22
23.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 One thing will never change.... Customer experience is based on customer perceptions. © 2011, MCorp Consulting. All Rights Reserved Page 23
24.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation Smart Customers Disruptive Innovation Smarter Experiences Act Smart Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 24
25.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …By needs and value, into the smallest possible groups. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 25
26.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …To increase your flexibility and responsiveness. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 26
27.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …By understanding the data surrounding your customers. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 27
28.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …And give them tools to help your company act smart. Please, Reward Give me the empower me for tools to ‘see’ me to delivering customers solve the ‘right’ and what customer experience. they need. problems! © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 28
29.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Act Smart: Catch up to (and keep up with) smart customers S M A R Segment Modularize Anticipate Reward T Tailor customers capabilities customer employees touchpoints+ needs experiences …To meet customer needs, and exceed expectations. © 2011, Michael Hinshaw and Bruce Kasanoff MCorp Consulting. All Rights Reserved Page 29
30.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Smart Customers + Digital Innovation Smart Customers Disruptive Innovation Smarter Experiences Act Smart Takeaways © 2011, MCorp Consulting. All Rights Reserved Page 30
31.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 5 takeaways from this presentation 1. Disruptive innovation is shifting power to customers 2. Smart customers demand smarter customer experiences 3. Learn from the data your customer relationships generate 4. Leverage digital disruption to create innovative (and smart) touchpoints and experiences 5. Truly focus on your customers, and their needs ©© 2011, MCorp Consulting. All Rights Reserved 2011 MCorp Consulting, All Rights Reserved Page 31
32.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Opportunity abounds in the age of the customer ©© 2011, MCorp Consulting. All Rights Reserved 2011 MCorp Consulting, All Rights Reserved Page 32
33.
Smart Customers +
Digital Innovations: The New World of Customer Experience | November 1, 2011 Thank you! Michael Hinshaw Managing Director MCorp Consulting 1-866-526-2655, Ext. 705 mhinshaw@mcorpconsulting.com MCorp Consulting 1-866-526-2655 www.mcorpconsulting.com © 2011, MCorp Consulting. All Rights Reserved Page 33